Burgos Rodríguez, Ledis EdithMartinez Perez, Liban Susana2022-11-132022-11-132022-11-12https://repositorio.unicordoba.edu.co/handle/ucordoba/6774The following internship work aims to evaluate the general perception of the different services provided for three months at Fundación Casalud, using a descriptive study as a method, whose technique was by means of interviews where surveys were applied to the users of the IPS. Taking into account that the perception of quality is a fundamental part in all institutions and is part of the efficiency, quality and general management of the Casalud Foundation, since it allows us to make the necessary adjustments and continue with the process of continuous improvement in order to satisfy the needs detected. The results were obtained during two stages: The first one where the interviews were conducted where the surveys were applied. The second stage involved the tabulation and analysis of the surveys. With the results obtained, it was possible to measure how satisfied the users of Fundación Casalud are with the services provided by the institution, and finally, recommendations were made. This report consists of ten sections, where in each one everything related to the institution and how the report was carried out will be presented.INTRODUCCIÓN ............................................................................................................. 131. OBJETIVOS................................................................................................................ 151.1 OBJETIVO GENERAL .............................................................................................. 151.2 OBJETIVOS ESPECÍFICOS ..................................................................................... 152. RESEÑA HISTÓRICA DE LA INSTITUCIÓN ..................................................... 163. ASPECTOS CORPORATIVOS ................................................................................ 173.1 PORTAFOLIO DE SERVICIOS................................................................................ 173.2 PLATAFORMA ESTRATÉGICA ............................................................................. 17MISIÓN ............................................................................................................................ 17VISIÓN ............................................................................................................................. 173.3 OBJETIVOS DE LA ORGANIZACIÓN ................................................................... 173.4 VALORES CORPORATIVOS .................................................................................. 173.5 LIDERAZGO.............................................................................................................. 183.6 CULTURA.................................................................................................................. 184. DESCRIPCIÓN DEL AREA FUNCIONAL ............................................................ 205. NECESIDAD DETECTADA ..................................................................................... 216. METODOLOGÍA DE LA PRÁCTICA .................................................................... 236.1 TIPO DE ESTUDIO ................................................................................................... 236.2 ESCENARIO DE ESTUDIO...................................................................................... 236.3 POBLACIÓN, TIPO DE MUESTRO Y CALCULO DEL TAMAÑO DE LA MUESTRA ....................................................................................................................... 236.4 METODOS E INSTRUMENTOS DE RECOLECCIÓN DE DATOS ...................... 236.5 PROCEDIMIENTO PARA LA RECOLECCIÓN DE INFORMACIÓN ................. 236.6 PLAN PARA LA TABULACIÓN Y ANALISIS DE DATOS ................................. 247. MARCO REFERENCIAL ......................................................................................... 257.1. MARCO TEÓRICO .................................................................................................. 257.2. MARCO CONCEPTUAL ......................................................................................... 267.2.1. Satisfacción ......................................................................................................... 267.2.2. Calidad ................................................................................................................. 267.2.3. Calidad en los servicios ....................................................................................... 267.3. MARCO LEGAL ....................................................................................................... 277.3.1. Norma ISO 9001 de 2015. ................................................................................... 277.3.3. Resolución 0256 de 2016.. .................................................................................. 278. RESULTADOS OBTENIDOS .................................................................................. 288.1. APLICACIÓN DE ENCUESTAS ............................................................................. 288.2. DESCRIPCIÓN GRAFICA DE RESULTADOS ..................................................... 288.3. ASPECTOS MEJOR EVALUADOS POR LOS USUARIOS.................................. 349. CONCLUSIONES ...................................................................................................... 3510. RECOMENDACIONES ............................................................................................ 36REFERENCIAS BIBLIOGRÁFICAS ............................................................................. 37ANEXOS ............................................................................................................................. 39application/pdfspaCopyright Universidad de Córdoba, 2022Trabajo de grado - Pregradoinfo:eu-repo/semantics/openAccessAtribución-NoComercial-SinDerivadas 4.0 Internacional (CC BY-NC-ND 4.0)Calidad en los serviciosAnálisis de resultadosPercepciónQuality of servicesAnalysis of resultsPerception