Revision of guidelines in the implementation of inclusive service strategies based on the internal and external customer

Abstract

The National Development Plan 2017-2021, in addition to the Constitution of Ecuador, raises among some of its objectives, the development of an inclusive, equitable and supportive society. Higher Education Institutions (IES), are immersed in this reality, so they must observe what is established in the legal norms, as well as the great global trends in the provision of services. Therefore, the purpose of this article is to unveil the implementation of inclusive service strategies based on internal and external clients, framed within a documentary and descriptive investigation, within the qualitative paradigm. It is concluded that HEIs must focus on complying with multiple parameters, in order to meet the inclusion objetives set, all this without losing sight of the fact that they are service providers, from human beings to human beings, and for this it is convenient reinforce inclusive service strategies that allow compliance with legal norms, while satisfying the needs of clients, both internal and external, forming a University Community that is tolerant and inclusive.