Auditoría de gestión en el área de reconexión realizada por terciarizadoras en una empresa comercializadora de energía eléctrica.

Abstract

The objective of the present titration work is to determine the potential factors that affect the results exposed through analytical procedures for the issuance of audit criteria and the improvement in customer service that allows efficient development. This case study is a descriptive type investigation, which details the quality of customer service in a third-party company contracted by a company that sells electricity. The results are based on quality scientific articles in customer service and based on performance management indicators, which supports the conclusions with the proposed case study. A line of research was focused on the applied audit taking into account a quantitative and epistemological approach for the timely development of the case study. The background of the exposed case is evidenced from the introduction in order to obtain effective results. Throughout the development of the work, each of the factors that influence the correct service provided to the users has been specified, analyzing the practical exercise and verifying the results that allowed three conclusions to be drawn according to the evidence obtained.