Plan de mejora del sistema de PQRSF del área de admisiones de la Corporación universitaria Minuto de Dios sede Villavicencio
The PQRSF management systems within the organizations are a source of information on the level of satisfaction of the stakeholders with respect to a product or service provided by the organization, during the development of this work it is expected to learn more about the system of requests, complai...
Guardado en:
| Autor principal: | |
|---|---|
| Otros Autores: | |
| Formato: | Trabajo de grado (Pregrado y/o Especialización) |
| Lenguaje: | spa |
| Publicado: |
Universidad Antonio Nariño
2023
|
| Materias: | |
| Acceso en línea: | http://repositorio.uan.edu.co/handle/123456789/8648 |
| Etiquetas: |
Agregar Etiqueta
Sin Etiquetas, Sea el primero en etiquetar este registro!
|
| Sumario: | The PQRSF management systems within the organizations are a source of information on
the level of satisfaction of the stakeholders with respect to a product or service provided by the
organization, during the development of this work it is expected to learn more about the system
of requests, complaints, claims, suggestions and congratulations through the perception of
customers and employees of the service offered by the Corporación Universitaria Minuto de
Dios.
The present work corresponds to the improvement proposal made to the university on its
handling and management system of the PQRSF, for which a survey was conducted in order to
diagnose the current situation in the management and identify the dissatisfaction that users and
other stakeholders have, which for this case the students in the response times by the admissions
area, subsequently together with the ISO 10002: 2018 standard a gap analysis was made, in order
to identify opportunities for improvement.
Subsequently, an improvement proposal was made, for which a diagramming and
characterization of how the process should be carried out was made, indicators were defined and
it was suggested to include the admissions area within the process map, taking into account the
quality management system.
Key words: Management system, indicator, improvement, satisfaction, process. |
|---|
