Mejoras al proceso de ¨Atención a Fraudes¨ de la empresa de agua potable en Guayaquil, Ecuador

Abstract

The frauds on the part of clients, in the supply of drinkable water in Ecuador were identified like a problem that affects so much to the supplying companies as to the population in general that depends on the service. This study had as objective to analyze and to propose improvements in the process from ¨ Attention to fraud¨ of a company of drinkable water, specifically in the company responsible for the distribution of drinkable water in the city of Guayaquil. The used methodology includes the conformation of a team of experts, the implementation of a cycle of continuous improvement, the standardization of reports and the introduction of technological tools to optimize the administrative and operative works. The employment of methods and tools before mentioned through a diagnosis and the application of the cycle of continuous improvement, it strengthens the study to diminish the frauds and to promote a more reliable and more transparent service. As a result, it was possible to identify the critical points in the detection processes and documentation of frauds, as well as the automation lack in the calculations and notifications. Among the main conclusions, it is suggested to establish automated controls, you reform in political and instructive, as well as procedures unified for the gathering of tests and the liquidation of values. These recommendations allow to reduce the times of answer, to strengthen the transparency and to contribute to a more efficient administration in the processes during the control of the frauds. The proposal of improvement presents an integral focus that solidifies the relationship with the user, it also protects the water like resource, by means of the improvement of the control of the processes.