La insatisfacción de los clientes del centro de atención ambulatoria Letamendi del IESS y cómo mejorar la calidad del servicio
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2015
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Universidad de Guayaquil Facultad de Ciencias Administrativas
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El Centro de Atención Ambulatoria Letamendi, es uno de los centros de salud que forma parte del Instituto Ecuatoriano de Seguridad Social en el cantón Guayaquil. La importancia del trabajo se da a partir del análisis de los resultados de la investigación realizada en Julio del año 2014 por la empresa Maruri Marketing Directo, donde el CAAL obtuvo el índice más bajo en cuanto a la satisfacción al cliente en comparación a otros hospitales y centros de salud que también forman parte del seguro social, a través de lo cual se determinó que no había un plan de mejoras que permita elevar la calidad en el servicio tanto al cliente interno, que es el personal que labora dentro del CAAL, así como también la satisfacción al cliente externo, que son los usuarios del CAAL.
En el marco teórico se detallan las principales teorías y herramientas utilizadas para el desarrollo de la tesis, tales como La teoría de Calidad Total por Dr. Edward Deming, La teoría desarrollado por Joseph M. Juran, La teoría de Calidad Total por Armand V. Feigenbaum, Teoría de Calidad Total de Kaoru Ishikawa, La Gestión de la Calidad, Aromarketing y Benchmarking. Se realizó la investigación de campo con el modelo exploratorio y descriptivo, de esta forma considerando la respuesta de los clientes internos y externos se obtuvo la información necesaria para efectuar la propuesta adecuada. El análisis FODA se determinó a partir de los resultados de la investigación identificando las fortalezas, oportunidades, debilidades y amenazas, estableciendo que las principales variables en las que se debe trabajar y que fueron tomadas en cuenta para la elaboración de la propuesta, son el mejoramiento del ambiente del CAAL, el tiempo de espera, la motivación y capacitación de los empleados, infraestructura, comunicación entre empleados y directivos, y la percepción que tiene el cliente del centro de salud. En la propuesta presentada se contemplan los objetivos, estrategias, indicadores, y recursos tanto humano, de tiempo y financiero para realizar el plan de mejoramiento en la institución. Se utilizó la bibliografía pertinente como base para el desarrollo de la investigación, y como obtención de conocimientos que sirvieron de gran apoyo para llevar a cabo el trabajo. Al final se especifican las conclusiones y recomendaciones respectivas consideradas por los autores de la tesis.
Ambulatory Care Center Letamendi, is a Health Centers, part of the Ecuadorian Institute of Social Security in the Canton Guayaquil. The importance of the work is given to the analysis of the results of research conducted in July 2014 by the company Maruri Marketing Directo, where the CAAL had the lowest rate in terms of customer satisfaction compared to other hospitals and health centers are also part of social insurance, through which it was determined that there was an improvement plan that will raise the quality of service to internal customer and external customer of CAAL.In the context of the main theories and tools used for the development of the thesis, such as Total Quality theory by Dr. Edward Deming, the theory developed by Joseph M. Jurán, Total Quality theory detailed by Armand V. Feigenbaum Total Quality Theory Kaoru Ishikawa, Quality Management, Benchmarking and Aromarketing.Field research was conducted with the exploratory and descriptive method; it was considered the response of the internal and external customers the necessary information was obtained to make the appropriate proposal. FODA analysis is determined from the results of research identifying strengths, weaknesses, opportunities and threats, stating that the main variables that must work and they were taken into account in the drafting of the proposal are to improve CAAL the environment, waiting time, motivation and training of employees, infrastructure, communication between employees and managers, and customer perception of the health center. In the proposal the objectives, strategies, indicators, and both human resources, time and financial contemplated for carrying out the improvement plan in the institution. The relevant literature as a basis for the development of research was used, and as obtaining knowledge that served as great support to carry out the work. Finally, conclusions and recommendations thereon considered by the authors of the theses are specified.
Ambulatory Care Center Letamendi, is a Health Centers, part of the Ecuadorian Institute of Social Security in the Canton Guayaquil. The importance of the work is given to the analysis of the results of research conducted in July 2014 by the company Maruri Marketing Directo, where the CAAL had the lowest rate in terms of customer satisfaction compared to other hospitals and health centers are also part of social insurance, through which it was determined that there was an improvement plan that will raise the quality of service to internal customer and external customer of CAAL.In the context of the main theories and tools used for the development of the thesis, such as Total Quality theory by Dr. Edward Deming, the theory developed by Joseph M. Jurán, Total Quality theory detailed by Armand V. Feigenbaum Total Quality Theory Kaoru Ishikawa, Quality Management, Benchmarking and Aromarketing.Field research was conducted with the exploratory and descriptive method; it was considered the response of the internal and external customers the necessary information was obtained to make the appropriate proposal. FODA analysis is determined from the results of research identifying strengths, weaknesses, opportunities and threats, stating that the main variables that must work and they were taken into account in the drafting of the proposal are to improve CAAL the environment, waiting time, motivation and training of employees, infrastructure, communication between employees and managers, and customer perception of the health center. In the proposal the objectives, strategies, indicators, and both human resources, time and financial contemplated for carrying out the improvement plan in the institution. The relevant literature as a basis for the development of research was used, and as obtaining knowledge that served as great support to carry out the work. Finally, conclusions and recommendations thereon considered by the authors of the theses are specified.
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INSATISFACCIONES, INSTITUCIONES, SERVICIOS DE GESTIÓN, ATENCIÓN MÉDICA