31 medicion calidad

17
0(',&,Ï1'(/$&$/,'$''(/6(59,&,2 -RVp$QWRQLR0HQGR]D$TXLQR MRPHDT#KRWPDLOFRP &RPSDUWLUHOFRQRFLPLHQWRHVXQDDFFLyQGHVHUHVLQWHOLJHQWHV TXHKDQ FRPSUREDGRTXHHOFRQRFLPLHQWR HVXQELHQTXHFUHFHDPHGLGDTXHVHORFRPSDUWH 3URI0DULR+pFWRU9RJHO 5(680(1 (O SUHVHQWH GRFXPHQWR FRQWLHQH LQIRUPDFLyQ DFHUFD GHO 0RGHOR GH ODV 'HILFLHQFLDV GHVDUUROODGR SRU LQYHVWLJDGRUHV TXH VLJXHQ OD HVFXHOD QRUWHDPHULFDQD SDUD OD GHWHUPLQDFLyQ GH OD FDOLGDG HQ ORV VHUYLFLRV EULQGDGRV SRU ODV HPSUHVDV 5HDOL]D XQD LQWURGXFFLyQ JHQpULFD GHO PRGHOR \ OD DSOLFDFLyQ KDFLD ODV HPSUHVDV GH YHQWD GHWDOOLVWDV WUDWDQGR GH UHFRSLODU OD LQIRUPDFLyQ GHVDUUROODGDSRUGLIHUHQWHVLQYHVWLJDGRUHVGHOWHPD 3DODEUDVFODYH&DOLGDGGHO6HUYLFLR0RGHORGHODV'HILFLHQFLDV6(5948$/(PSUHVDV 'HWDOOLVWDV ,1752'8&&,Ï1 (Q OD DFWXDOLGDG H[LVWH XQD FLHUWD XQDQLPLGDG HQ TXH HO DWULEXWR TXH FRQWULEX\H IXQGDPHQWDOPHQWH D GHWHUPLQDU OD SRVLFLyQ GH OD HPSUHVD HQ HO ODUJR SOD]R HV OD RSLQLyQ GH ORVFOLHQWHVVREUHHOSURGXFWRRVHUYLFLRTXHUHFLEHQ5HVXOWDREYLRTXHSDUDTXHORVFOLHQWHV VH IRUPHQ XQD RSLQLyQ SRVLWLYD OD HPSUHVD GHEH VDWLVIDFHU VREUDGDPHQWH WRGDV VXV QHFHVLGDGHV\H[SHFWDWLYDV(VORTXHVHKDGDGRHQOODPDUFDOLGDGGHOVHUYLFLR 3RU WDQWR VL VDWLVIDFHU ODV H[SHFWDWLYDV GHO FOLHQWH HV WDQ LPSRUWDQWH FRPR VH KD GLFKR HQWRQFHV HV QHFHVDULR GLVSRQHU GH LQIRUPDFLyQ DGHFXDGD VREUH ORV FOLHQWHV TXH FRQWHQJD DVSHFWRV UHODFLRQDGRV FRQ VXV QHFHVLGDGHV FRQ ORV DWULEXWRV HQ ORV TXH VH ILMDQ SDUD GHWHUPLQDUHOQLYHOGHFDOLGDGFRQVHJXLGR

Upload: santiago-oleas-escalante

Post on 07-Aug-2015

76 views

Category:

Education


0 download

TRANSCRIPT

Page 1: 31  medicion calidad

0(',&,Ï1��'(�/$�&$/,'$'�'(/�6(59,&,2-RVp�$QWRQLR�0HQGR]D�$TXLQRMRPHDT#KRWPDLO�FRP

&RPSDUWLU�HO�FRQRFLPLHQWR�HV�XQD�DFFLyQ�GH�VHUHV�LQWHOLJHQWHV�TXH�KDQ FRPSUREDGR�TXH�HO�FRQRFLPLHQWRHV�XQ�ELHQ�TXH�FUHFH�D�PHGLGD�TXH�VH�OR�FRPSDUWH3URI��0DULR�+pFWRU�9RJHO5(680(1(O�SUHVHQWH�GRFXPHQWR�FRQWLHQH� LQIRUPDFLyQ�DFHUFD�GHO�0RGHOR�GH� ODV�'HILFLHQFLDV��GHVDUUROODGRSRU� LQYHVWLJDGRUHV�TXH�VLJXHQ� OD�HVFXHOD�QRUWHDPHULFDQD�SDUD� OD�GHWHUPLQDFLyQ�GH� OD�FDOLGDG�HQORV� VHUYLFLRV� EULQGDGRV� SRU� ODV� HPSUHVDV�� 5HDOL]D� XQD� LQWURGXFFLyQ� JHQpULFD� GHO� PRGHOR� \� ODDSOLFDFLyQ� KDFLD� ODV� HPSUHVDV� GH� YHQWD� GHWDOOLVWDV�� WUDWDQGR� GH� UHFRSLODU� OD� LQIRUPDFLyQGHVDUUROODGD�SRU�GLIHUHQWHV�LQYHVWLJDGRUHV�GHO�WHPD�

3DODEUDV�FODYH��&DOLGDG�GHO�6HUYLFLR��0RGHOR�GH�ODV�'HILFLHQFLDV��6(5948$/��(PSUHVDV'HWDOOLVWDV�� ,1752'8&&,Ï1(Q� OD� DFWXDOLGDG� H[LVWH� XQD� FLHUWD� XQDQLPLGDG� HQ� TXH� HO� DWULEXWR� TXH� FRQWULEX\H�IXQGDPHQWDOPHQWH��D�GHWHUPLQDU� OD�SRVLFLyQ�GH� OD�HPSUHVD�HQ�HO� ODUJR�SOD]R�HV� OD�RSLQLyQ�GHORV�FOLHQWHV�VREUH�HO�SURGXFWR�R�VHUYLFLR�TXH�UHFLEHQ��5HVXOWD�REYLR�TXH��SDUD�TXH�ORV�FOLHQWHVVH� IRUPHQ� XQD� RSLQLyQ� SRVLWLYD�� OD� HPSUHVD� GHEH� VDWLVIDFHU� VREUDGDPHQWH� WRGDV� VXVQHFHVLGDGHV�\�H[SHFWDWLYDV��(V�OR�TXH�VH�KD�GDGR�HQ�OODPDU�FDOLGDG�GHO�VHUYLFLR�

3RU� WDQWR�� VL� VDWLVIDFHU� ODV� H[SHFWDWLYDV� GHO� FOLHQWH� HV� WDQ� LPSRUWDQWH� FRPR� VH� KD� GLFKR�HQWRQFHV� HV� QHFHVDULR� GLVSRQHU� GH� LQIRUPDFLyQ� DGHFXDGD� VREUH� ORV� FOLHQWHV� TXH� FRQWHQJDDVSHFWRV� UHODFLRQDGRV� FRQ� VXV� QHFHVLGDGHV�� FRQ� ORV� DWULEXWRV� HQ� ORV� TXH� VH� ILMDQ� SDUDGHWHUPLQDU�HO�QLYHO�GH�FDOLGDG�FRQVHJXLGR�

Page 2: 31  medicion calidad

/D�FDOLGDG��\�PiV�FRQFUHWDPHQWH�OD�FDOLGDG�GHO�VHUYLFLR��VH�HVWi�FRQYLUWLHQGR�HQ�QXHVWURV�GtDVHQ�XQ UHTXLVLWR� LPSUHVFLQGLEOH�SDUD�FRPSHWLU�HQ� ODV�RUJDQL]DFLRQHV� LQGXVWULDOHV�\�FRPHUFLDOHVGH�WRGR�HO�PXQGR��\D�TXH� ODV� LPSOLFDFLRQHV�TXH�WLHQH�HQ� OD�FXHQWD�GH�UHVXOWDGRV��WDQWR�HQ�HOFRUWR�FRPR�HQ�HO� ODUJR�SOD]R��VRQ�PX\�SRVLWLYDV�SDUD�ODV�HPSUHVDV�HQYXHOWDV�HQ�HVWH�WLSR�GHSURFHVRV�'H�HVWD�IRUPD��OD�FDOLGDG�GHO�VHUYLFLR�VH�FRQYLHUWH�HQ�XQ�HOHPHQWR�HVWUDWpJLFR�TXH�FRQILHUH�XQDYHQWDMD�GLIHUHQFLDGRUD�\�SHUGXUDEOH�HQ�HO� WLHPSR�D�DTXHOODV�TXH� WUDWDQ�GH�DOFDQ]DUOD�� �58,=������

�� )81'$0(1726�7(Ï5,&26�62%5(�/$�&$/,'$'�'(�6(59,&,27DQWR�OD�LQYHVWLJDFLyQ�DFDGpPLFD�FRPR�OD�SUiFWLFD�HPSUHVDULDO�YLHQHQ�VXJLULHQGR��GHVGH�KDFH\D� DOJ~Q� WLHPSR�� TXH� XQ� HOHYDGR� QLYHO� GH� FDOLGDG� GH� VHUYLFLR� SURSRUFLRQD� D� ODV� HPSUHVDVFRQVLGHUDEOHV�EHQHILFLRV�HQ�FXHQWR�D�FXRWD�GH�PHUFDGR��SURGXFWLYLGDG��FRVWHV��PRWLYDFLyQ�GHOSHUVRQDO��GLIHUHQFLDFLyQ�UHVSHFWR�D�OD�FRPSHWHQFLD�� OHDOWDG�\�FDSDFLWDFLyQ�GH�QXHYRV�FOLHQWHV�SRU�FLWDU�DOJXQRV�GH� ORV�PiV� LPSRUWDQWHV��&RPR�UHVXOWDGR�GH�HVWD�HYLGHQFLD�� OD�JHVWLyQ�GH� ODFDOLGDG�GH�VHUYLFLR�VH�KD�FRQYHUWLGR�HQ�XQD�HVWUDWHJLD�SULRULWDULD�\�FDGD�YH]�VRQ�PiV� ORV�TXHWUDWDQ�GH�GHILQLUOD��PHGLUOD�\��ILQDOPHQWH��PHMRUDUOD�'HVDIRUWXQDGDPHQWH�� OD� GHILQLFLyQ� \�PHGLGD� GH� OD� FDOLGDG� KDQ� UHVXOWDGR� VHU� SDUWLFXODUPHQWHFRPSOHMDV� HQ� HO� iPELWR� GH� ORV� VHUYLFLRV�� SXHVWR� TXH�� DO� KHFKR� GH� TXH� OD� FDOLGDG� VHD� XQFRQFHSWR�D~Q�VLQ�GHILQLU�KD\�TXH�DxDGLUOH� OD�GLILFXOWDG�GHULYDGD�GH� OD�QDWXUDOH]D� LQWDQJLEOH�GHORV�VHUYLFLRV��*5215226��������$~Q� DVt�� OD� FDOLGDG� VH� KD� FRQYHUWLGR� HQ� XQD� SLH]D� FODYH� GHQWUR� GHO� VHFWRU� WHUFLDULR� \� VXE~VTXHGD�KD�OOHYDGR�D�QXPHURVRV�LQYHVWLJDGRUHV�D�GHVDUUROODU�SRVLEOHV�GHILQLFLRQHV�\�GLVHxDUPRGHORV�VREUH�OD�PLVPD��%877/(���������(Q�OD�OLWHUDWXUD�VREUH�HO� WHPD��HO�PRGHOR�TXH�JR]DGH� XQD PD\RU� GLIXVLyQ� HV� HO� GHQRPLQDGR� 0RGHOR� GH� OD� 'HILFLHQFLDV� �3$586$5$0$1�=(,7+$0/�<�%(55<�������������HQ�HO�TXH�VH�GHILQH�OD�FDOLGDG�GH�VHUYLFLR�FRPR�XQD�IXQFLyQGH� OD� GLVFUHSDQFLD� HQWUH� ODV� H[SHFWDWLYDV� GH� ORV� FRQVXPLGRUHV� VREUH� HO� VHUYLFLR� TXH� YDQ� DUHFLELU� \� VXV� SHUFHSFLRQHV� VREUH� HO� VHUYLFLR� HIHFWLYDPHQWH� SUHVWDGR� SRU� OD� HPSUHVD�� /RVDXWRUHV�VXJLHUHQ�TXH�UHGXFLU�R�HOLPLQDU�GLFKD�GLIHUHQFLD��GHQRPLQDGD�*$3����GHSHQGH�D�VX�YH]GH� OD� JHVWLyQ� HILFLHQWH� SRU� SDUWH� GH� OD� HPSUHVD� GH� VHUYLFLRV� GH� RWUDV� FXDWUR� GHILFLHQFLDV� RGLVFUHSDQFLDV��),*85$�����$�FRQWLQXDFLyQ�SDVDPRV�D�DQDOL]DU�ORV�FLQFR�JDSV�SURSXHVWRV�HQ�VXWUDEDMR�RULJHQ�\�VXV�FRQVHFXHQFLDV��3$5$685$0$1��%(55<�<�=(,7+$0/��������=(,7+$0/<�%,71(5��������

Page 3: 31  medicion calidad

)LJXUD���

)XHQWH��3$5$685$0$1�=(,7+$0/�<�%(55<�������*$3� ��� 'LVFUHSDQFLD� HQWUH� ODV� H[SHFWDWLYDV� GH� ORV� FOLHQWHV� \� ODV� SHUFHSFLRQHV� TXH� ODHPSUHVD� WLHQH� VREUH� HVDV� H[SHFWDWLYDV�� 8QD� GH� ODV� SULQFLSDOHV� UD]RQHV� SRU� ODV� TXH� ODFDOLGDG�GH�VHUYLFLR�SXHGH�VHU�SHUFLELGD�FRPR�GHILFLHQWH�HV�QR�VDEHU�FRQ�SUHFLVLyQ�TXH�HV� ORTXH�ORV�FOLHQWHV�HVSHUDQ��(O�*$3����*DS�GH�,QIRUPDFLyQ�GH�0DUNHWLQJ��HV�HO�~QLFR�TXH�WUDVSDVDOD� IURQWHUD� TXH� VHSDUD� D� ORV� FOLHQWHV� GH� ORV� SURYHHGRUHV� GHO� VHUYLFLR� \� VXUJH� FXDQGR� ODVHPSUHVDV�GH�VHUYLFLRV�QR�FRQRFHQ�FRQ�DQWHODFLyQ�TXH�DVSHFWRV�VRQ�LQGLFDWLYRV�GH�DOWD�FDOLGDGSDUD�HO�FOLHQWH��FXDOHV�VRQ� LPSUHVFLQGLEOHV�SDUD�VDWLVIDFHU�VXV�QHFHVLGDGHV�\�TXH�QLYHOHV�GHSUHVWDFLyQ�VH�UHTXLHUHQ�SDUD�RIUHFHU�XQ�VHUYLFLR�GH�FDOLGDG�

&RPXQLFDFLyQ�%RFD�2UHMD� 1HFHVLGDGHV3HUVRQDOHV ([SHULHQFLD3DVDGD

6(59,&,2�(63(5$'2

6(59,&,2�3(5&,%,'2

(QWUHJD�GHO�6HUYLFLR��LQFOX\HQGRFRQWDFWRV�DQWHULRUHV�\�SRVWHULRUHV &RPXQLFDFLRQHV([WHUQDV�D�ORV&OLHQWHV

&RQYHUVLyQ�GH�3HUFHSFLRQHV�HQHVSHFLILFDFLRQHV�GH�OD�&DOLGDG�GH6HUYLFLR

3HUFHSFLyQ�GH�ORV�'LUHFWLYRVVREUH�ODV�([SHFWDWLYDV�GH�ORV&RQVXPLGRUHV

*$3��

*$3��

*$3�� *$3��

*$3��(035(6$

868$5,2

Page 4: 31  medicion calidad

*$3����'LVFUHSDQFLD�HQWUH�OD�SHUFHSFLyQ�TXH�ORV�GLUHFWLYRV�WLHQHQ�VREUH�ODV�H[SHFWDWLYDVGH�ORV�FOLHQWHV�\� ODV�HVSHFLILFDFLRQHV�GH�FDOLGDG��+D\�RFDVLRQHV�HQ� ODV�TXH�D~Q�WHQLHQGRLQIRUPDFLyQ� VXILFLHQWH� \� SUHFLVD� VREUH� TXH� HV� OR� TXH� ORV� FOLHQWHV� HVSHUDQ�� ODV� HPSUHVDV� GHVHUYLFLRV�QR�ORJUDQ�FXEULU�HVDV�H[SHFWDWLYDV��(OOR�SXHGH�VHU�GHELGR�D�TXH�ODV�HVSHFLILFDFLRQHVGH�FDOLGDG�GH�ORV�VHUYLFLRV�QR�VRQ�FRQVHFXHQWHV�FRQ�ODV�SHUFHSFLRQHV�TXH�VH�WLHQHQ�DFHUFD�GHODV�H[SHFWDWLYDV�GH�ORV�FOLHQWHV��(V�GHFLU�TXH�ODV�SHUFHSFLRQHV�QR�VH�WUDGXFHQ�HQ�HVWiQGDUHVRULHQWDGRV�DO�FOLHQWH�4XH� VH� VHSD� OR� TXH� ORV� FRQVXPLGRUHV� TXLHUHQ�� SHUR� QR� VH� FRQYLHUWD� HVH� FRQRFLPLHQWR� HQGLUHFWULFHV� FODUDV� \� FRQFLVDV� SDUD� OD� SUHVWDFLyQ� GH� ORV� VHUYLFLRV� SXHGH� GHEHUVH� D� YDULDVUD]RQHV��TXH�ORV�UHVSRQVDEOHV�GH�OD�ILMDFLyQ�GH�HVWiQGDUHV�FRQVLGHUHQ�TXH�ODV�H[SHFWDWLYDV�GHORV�FOLHQWHV�VRQ�SRFR� UHDOLVWDV�\�QR� UD]RQDEOHV��GLItFLOHV�SRU� WDQWR�GH�VDWLVIDFHU��TXH�DVXPDQTXH�HV�GHPDVLDGR�FRPSOLFDGR�SUHYHU�OD�GHPDQGD��TXH�FUHDQ�TXH�OD�YDULDELOLGDG�LQKHUHQWH�D�ORVVHUYLFLRV�KDFH�LQYLDEOH�OD�HVWDQGDUL]DFLyQ��TXH�QR�KD\�XQ�SURFHVR�IRUPDO�GH�HVWDEOHFLPLHQWR�GHREMHWLYRV�R�TXH�VH�ILMHQ�ORV�HVWiQGDUHV�DWHQGLHQGR�D�ORV�LQWHUHVHV�GH�OD�HPSUHVD�\�QR�GH�VXVFOLHQWHV�*$3� ��� 'LVFUHSDQFLD� HQWUH� ODV� HVSHFLILFDFLRQHV� GH� FDOLGDG� \� HO� VHUYLFLR� UHDOPHQWHRIUHFLGR��&RQRFHU�ODV�H[SHFWDWLYDV�GH�ORV�FOLHQWHV�\�GLVSRQHU�GH�GLUHFWULFHV�TXH�ODV�UHIOHMHQ�FRQH[DFWLWXG�QR�JDUDQWL]D�OD�SUHVWDFLyQ�GH�XQ�HOHYDGR�QLYHO�GH�FDOLGDG�GH�VHUYLFLR��6L� OD�HPSUHVDQR�IDFLOLWD��LQFHQWLYD�\�H[LJH�HO�FXPSOLPLHQWR�GH�ORV�HVWiQGDUHV�HQ�HO�SURFHVR�GH�SURGXFFLyQ�\HQWUHJD� GH� ORV� VHUYLFLRV�� OD� FDOLGDG� GH� pVWRV� SXHGH� YHUVH� GDxDGD�� $Vt� SXHV�� SDUD� TXH� ODVHVSHFLILFDFLRQHV�GH�FDOLGDG�VHDQ�HIHFWLYDV�KDQ�GH�HVWDU� UHVSDOGDGDV�SRU� UHFXUVRV�DGHFXDGR�SHUVRQD��VLVWHPDV�\�WHFQRORJtDV��\�ORV�HPSOHDGRV�GHEHQ�VHU�HYDOXDGRV�\�UHFRPSHQVDGRV�HQIXQFLyQ�GH�VX�FXPSOLPLHQWR�(O� RULJHQ� GH� HVWD� GHILFLHQFLD� VH� HQFXHQWUD�� HQWUH� RWUDV� HQ� ODV� VLJXLHQWHV� FDXVDV�HVSHFLILFDFLRQHV� GHPDVLDGR� FRPSOLFDGDV� R� UtJLGDV�� GHVDMXVWH� HQWUH� HPSOHDGRV� \� IXQFLRQHV�DPELJ�HGDG� HQ� OD� GHILQLFLyQ� GH� ORV� SDSHOHV� D� GHVHPSHxDU� HQ� OD� HPSUHVD�� HVSHFLILFDFLRQHVLQFRKHUHQWHV�FRQ�OD�FXOWXUD�HPSUHVDULDO�R�HPSOHDGRV�TXH�QR�HVWiQ�GH�DFXHUGR�FRQ�HOODV�\�VHVLHQWHQ� DWUDSDGRV� HQWUH� ORV� FOLHQWHV� \� OD� HPSUHVD�� OR� TXH� GD� OXJDU� D� FRQIOLFWRV� IXQFLRQDOHV�LQDGHFXDGRV� VLVWHPDV� GH� VXSHUYLVLyQ� FRQWURO� \� UHFRPSHQVD�� WHFQRORJtD� LQDSURSLDGD� TXHGLILFXOWD� TXH� ODV� DFWXDFLRQHV� VH� UHDOLFHQ� FRQIRUPH� D� ODV� HVSHFLILFDFLRQHV�� DXVHQFLD� GHVHQWLPLHQWR�GH�WUDEDMR�HQ�HTXLSR�R�IDOWD�GH�VLQFURQL]DFLyQ�GH�OD�RIHUWD�\�OD�GHPDQGD�*$3����'LVFUHSDQFLD�HQWUH�HO�VHUYLFLR�UHDO�\�OR�TXH�VH�FRPXQLFD�D�ORV�FOLHQWHV�VREUH�pO�(VWH� JDS� VLJQLILFD� TXH� ODV� SURPHVDV� KHFKDV� D� ORV� FOLHQWHV� D� WUDYpV� GH� OD� FRPXQLFDFLyQ� GH

Page 5: 31  medicion calidad

0DUNHWLQJ�QR�VRQ�FRQVHFXHQWHV�FRQ�HO�VHUYLFLR�VXPLQLVWUDGR��/D� LQIRUPDFLyQ�TXH� ORV�FOLHQWHVUHFLEHQ�D�WUDYpV�GH�OD�SXEOLFLGDG��HO�SHUVRQDO�GH�YHQWDV�R�FXDOTXLHU�RWUR�PHGLR�GH�FRPXQLFDFLyQSXHGH�HOHYDU�VXV�H[SHFWDWLYDV��FRQ�OR�TXH�VXSHUDUODV�UHVXOWDUiV�PiV�GLItFLO�(VWH�PRGHOR�PXHVWUD�FyPR�VXUJH� OD� FDOLGDG�GH� ORV� VHUYLFLRV� \� FXiOHV� VRQ� ORV� SDVRV�TXH� VHGHEHQ�FRQVLGHUDU�DO�DQDOL]DU�\�SODQLILFDU� OD�PLVPD��(Q� OD�SDUWH�VXSHULRU� VH� UHFRJHQ�DVSHFWRVUHODFLRQHV� FRQ� HO� FOLHQWH� R� XVXDULR�� HO� FXDO� HQ� IXQFLyQ� GH� VXV� QHFHVLGDGHV� SHUVRQDOHV�� VXVH[SHULHQFLDV�SUHYLDV�\�ODV�LQIRUPDFLRQHV�TXH�KD�UHFLELGR��VH�IRUPD�XQDV�H[SHFWDWLYDV�VREUH�HOVHUYLFLR�TXH�YD�D� UHFLELU��/D�SDUWH� LQIHULRU� LQFOX\H�VREUH�HO�VHUYLFLR�TXH�YD�D� UHFLELU�� /D�SDUWHLQIHULRU�LQFOX\H�IHQyPHQRV�UHODWLYRV�DO�SURYHHGRU�GHO�VHUYLFLR��FRQFUHWDPHQWH�VH�H[SRQH�FRPRODV�SHUFHSFLRQHV�GH�ORV�GLUHFWLYRV�VREUH�ODV�H[SHFWDWLYDV�GHO�FOLHQWH�JXtDQ� ODV�GHFLVLRQHV�TXHWLHQH�TXH�WRPDU�OD�RUJDQL]DFLyQ�VREUH�ODV�HVSHFLILFDFLRQHV�GH�OD�FDOLGDG�GH�ORV�VHUYLFLRV�HQ�HOPRPHQWR�GH�VX�FRPXQLFDFLyQ�\�HQWUHJD�)LQDOPHQWH��REVHUYDPRV�FRPR� OD�H[LVWHQFLD�GH�XQD�GHILFLHQFLD�GH� OD�FDOLGDG�SHUFLELGD�HQ� ORVVHUYLFLRV�SXHGH�HVWDU�RULJLQDGD�SRU�FXDOTXLHUD�GH�ODV�RWUDV�GLVFUHSDQFLDV�R�XQD�FRPELQDFLyQ�GHHOODV��/XHJR�OD�FODYH�SDUD�FHUUDU�HO�*$3����OD�GLIHUHQFLD�HQWUH�ODV�H[SHFWDWLYDV�\�SHUFHSFLRQHVGH�ORV�FRQVXPLGRUHV��HVWi�HQ�FHUUDU�ORV�UHVWDQWHV�JDSV�GHO�PRGHOR�

*$3�� �I�*$3����*$3����*$3����*$3���(Q�XQ� WUDEDMR�FRPSOHPHQWDULR�D� ORV�PHQFLRQDGRV� �=(,7+$0/��%(55<�<�3$5$685$0$1� �������� ORV� DXWRUHV� DPSOtDQ� HO� PRGHOR� RULJLQDO�� SURIXQGL]DQGR� HQ� ODV� FDXVDV� R� IDFWRUHV� TXHSURYRFDQ� FDGD� XQR� GH� ORV� FXDWUR� *DSV� DQWHULRUPHQWH� VHxDODGRV� \� GHWHUPLQDQ� VX� WDPDxR�HVWDEOHFLHQGR�XQ�FRQMXQWR�GH�KLSyWHVLV�TXH�VH�UHFRJHQ�GH�IRUPD�UHVXPLGD�HQ�OD�)LJXUD���

Page 6: 31  medicion calidad

*$3����GLVFUHSDQFLD�HQWUH�ODV�SHUFHSFLRQHV�GHORV�GLUHFWLYRV�VREUH�H[SHFWDWLYDV�GH�ORV�FOLHQWHV�\HVSHFLILFDFLRQHV�GH�FDOLGDG

*$3����GLVFUHSDQFLD�HQWUH�H[SHFWDWLYDV�GHFOLHQWHV�\�SHUFHSFLyQ�GH�ORV�GLUHFWLYRV�VREUHWDOHV�H[SHFWDWLYDV

*$3����GLVFUHSDQFLD�HQWUH�SHUFHSFLRQHV�\H[SHFWDWLYDV�GH�FDOLGDG�GH�VHUYLFLR�GH�ORVFOLHQWHV

*$3����GLVFUHSDQFLD�HQWUH�ODV�HVSHFLILFDFLRQHVGH�FDOLGDG�\�HO�VHUYLFLR�UHDOPHQWH�RIUHFLGR

*$3����GLVFUHSDQFLD�HQWUH�OH�VHUYLFLR�\�OR�TXH�VHFRPXQLFD�D�ORV�FOLHQWHV�VREUH�pO

2ULHQWDFLyQ�D�OD�LQYHVWLJDFLyQ�GHPHUFDGRV����&RPXQLFDFLyQ�DVFHQGHQWH����

1LYHOHV�GLUHFWLYRV����&RPSURPLVR�GH�OD�GLUHFFLyQ�FRQOD�FDOLGDG�GH�VHUYLFLR����(VWDEOHFLPLHQWR�GH�REMHWLYRV����(VWDQGDUL]DFLyQ�GH�WDUHDV����3HUFHSFLyQ�GH�IDFWLELOLGDG����

7UDEDMR�HQ�HTXLSR����$MXVWH�HPSOHDGR�SXHVWR�WUDE����$MXVWH�WUDEDMR�WHFQRORJtD����

&RQWURO�SHUFLELGR����6LVW��GH�VXSHUYLVLyQ�\�FRQWURO����

&RQIOLFWR�GH�UROHV����$PELJXHGDG�GH�UROHV����

&RPXQLFDFLyQ�KRUL]RQWDO����3URSHQVLyQ�D�SURPHWHU�HQ�H[FHVR���

)LJXUD����0RGHOR�DPSOLDGR�GH�FDOLGDG�GH�VHUYLFLR

)XHQWH��DGDSWDGR�GH�=HLWKDPO��%HUU\�\�3DUDVXUDPDQ�������1RWD��HO�VtPEROR�����LQGLFD�TXH��GH�DFXHUGR�FRQ�ORV�DXWRUHV��HO�IDFWRU�GH�TXH�VH�WUDWH�VH�UHODFLRQD�SRVLWLYDPHQWH�FRQHO�JDS�DQDOL]DGR��PLHQWUDV�HO�VtPEROR�����VHxDOD�TXH�OD�UHODFLyQ�HV�QHJDWLYD

Page 7: 31  medicion calidad

(O�0RGHOR�GH�ODV�GHILFLHQFLDV�WLHQH�VX�IRUWDOH]D�IUHQWH�D�RWURV�VLPLODUHV�SRU�TXH�UH~QH�WRGRV�ORVDVSHFWRV� EiVLFRV�GH�XQD�PDQHUD� VLQWpWLFD� \� IiFLO� GH� FRPSUHQGHU� \� DSOLFDU�� (VWXGLRVRV� HQ� HOWHPD� UHDOL]DQ� XQD� FRPSDUDFLyQ� HQWUH� GRV� WHQGHQFLDV� GHVDUUROODGDV� HQ� FXDQWR� D� FDOLGDG� GHVHUYLFLR�VH�UHILHUH��OD�HVFXHOD�QRUWHDPHULFDQD�\�OD�HVFXHOD�QyUGLFD��/D�VtQWHVLV�GH�ORV�PRGHORVGHVDUUROODGRV� FRQWHPSOD� ��*DSV� EiVLFRV�TXH� SXHGHQ� VHU� UHVXPLGRV� GH� OD� VLJXLHQWH�PDQHUD�)HUQiQGH]��6HUUDQR��6DUDELD��������*$3�(VWUDWpJLFR��*$3���/D�SULPHUD�IDVH�GHO�SURFHVR�HVWUDWpJLFR��IDVH�GH�DQiOLVLV��LQFOX\H�WDQWR�HO�GLDJQyVWLFR�±LQWHUQR�\H[WHUQR���GH�OD�HPSUHVD�HQ�UHODFLyQ�FRQ�OD�FDOLGDG�FRPR�OD�FRQVLGHUDFLyQ�GH�OD�PLVLyQ��YDORUHV\�REMHWLYRV�GH�ORV�GLVWLQWRV�JUXSRV�TXH�OD�LQWHJUDQ��&XHUYR���������3RU�OR�WDQWR��HVWH�SULPHU�JDSUHFRJHUtD�ODV�GLVFUHSDQFLDV�R�LQFRQVLVWHQFLDV�HQWUH�OD�HOHFFLyQ�GH�OD�HPSUHVD�VREUH�FXiOHV�VRQVXV� SULRULGDGHV� FRPSHWLWLYDV� \� ORV� DVSHFWRV� GH� OD� RIHUWD� JOREDO� GHO� VHUYLFLR� TXH� VRQFRQVLGHUDGRV�SULRULWDULRV�SRU� VXV�FOLHQWHV��(VWRV�~OWLPRV�VH�FRQFUHWDQ�HQ� ODV�GLPHQVLRQHV�GHFDOLGDG�PiV�UHOHYDQWHV�SDUD�ORV�PLVPRV�*$3�7pFQLFR�GH�GLVHxR��*$3���&RQWLQXDQGR�FRQ�HO�SURFHVR�HVWUDWpJLFR��HV�QHFHVDULR� IRUPXODU� OD�HVWUDWHJLD�HQ� ORV�GLIHUHQWHVQLYHOHV� �FRUSRUDWLYR�� FRPSHWLWLYR� \� IXQFLRQDO�� SDUD� OXHJR� SURFHGHU� D� SODQLILFDU� ORV� DVSHFWRVWpFQLFRV�R�WDQJLEOHV�GHO�VHUYLFLR�HQ�FRQVRQDQFLD�FRQ�ODV�SULRULGDGHV�HVWUDWpJLFDV�SUHYLDPHQWHVHOHFFLRQDGDV��(Q�FRQVHFXHQFLD�HVWH�VHJXQGR�JDS�VXUJLUtD�FXDQGR�OD�HPSUHVD�QR�HV�FDSD]�GHWUDGXFLU�HQ�VX�SURFHVR�GH� IRUPXODFLyQ�\�SODQLILFDFLyQ�HVWUDWpJLFD� ORV�DVSHFWRV�FODYHV�SDUD�HOFOLHQWH�HQ�HVSHFLILFDFLRQHV�GH�VHUYLFLR��R�GLFKR�GH�RWUD�PDQHUD��FXDQGR�HO�GLVHxR�GHO�VHUYLFLRQR�VH�DMXVWD�D�ODV�H[SHFWDWLYDV�\�QHFHVLGDGHV�GHO�FOLHQWH�*DS�)XQFLRQDO�R�GH�(MHFXFLyQ��*$3���/D�LPSODQWDFLyQ�GH�OD�HVWUDWHJLD�VHUtD�HO�SDVR�VLJXLHQWH��FRQ�OR�TXH�HVWH�JDS�SXHGH�HQWHQGHUVHFRPR� OD� GLIHUHQFLD� HQWUH� HO� VHUYLFLR� SODQLILFDGR� \� HO� HIHFWLYDPHQWH� UHDOL]DGR�� 3DUD�PLQLPL]DUHVWH�JDS�UHVXOWD�HVHQFLDO�TXH� OD�HPSUHVD�KD\D�VLGR�FDSD]��HQ� OD� IDVH�DQWHULRU��GH�HVWDEOHFHUXQRV� HVWiQGDUHV� TXH� UHVSRQGDQ� D� ODV� H[SHFWDWLYDV� GH� ORV� FOLHQWHV� SHUR� TXH� WDPELpQ� VHDQUHDOL]DEOHV�SRU�SDUWH�GH� OD�HPSUHVD�� WHQLHQGR�HQ�FXHQWD� OD� GRWDFLyQ�GH� UHFXUVRV� WDQJLEOHV� HLQWDQJLEOHV��GLVSRQLEOHV�HQ�OD�PLVPD��1R�KD\�TXH�ROYLGDU�TXH��GH�DFXHUGR�FRQ�OD�DFWXDO�YLVLyQGH� OD� HPSUHVD� EDVDGD� HQ� ORV� UHFXUVRV�� OD� REWHQFLyQ� GH� UHVXOWDGRV� GLVSDUHV� SRU� SDUWH� GHHPSUHVDV� TXH� KDQ� IRUPXODGR� XQD� PLVPD� HVWUDWHJLD� SXHGH� H[SOLFDUVH� SRU� VXV� GLIHUHQWHVFDSDFLGDGHV�D�OD�KRUD�GH�JHVWLRQDU�GLFKD�HVWUDWHJLD��)HUQiQGH]�\�6XDUHV�������

Page 8: 31  medicion calidad

*DS�GH�5HODFLRQHV�([WHUQDV��*$3���3DUD� FHUUDU� HO� FLFOR� HVWUDWpJLFR� QR� EDVWD� FRQ� HO� SURFHVR� GH� FRQWURO� LPSOtFLWR� HQ� HO� JDS� GHHMHFXFLyQ�� VLQR� TXH� VHUtD� QHFHVDULR� LQFRUSRUDU� HO� HIHFWR� TXH� VREUH� ODV� H[SHFWDWLYDV� GH� ORVFOLHQWHV�WLHQH�OD�GLVFUHSDQFLD�TXH�SXHGH�H[LVWLU�HQWUH�OD�LPDJHQ�FRUSRUDWLYD��HQ�UHODFLyQ�FRQ�ODFDOLGDG��TXH�OD�HPSUHVD�WUDQVPLWH�DO�FRQMXQWR�GH�DJHQWHV�H[WHUQRV�\�HO�VHUYLFLR�TXH�UHDOPHQWHHV� FDSD]� GH� RIUHFHU�� (Q� HVWH� VHQWLGR� OD� LPDJHQ� FRUSRUDWLYD� VH� FRQILJXUD� QR� VyOR� FRPRUHVXOWDGR� GH� ODV� DFWLYLGDGHV� WUDGLFLRQDOHV� GH� PDUNHWLQJ� VLQR� WDPELpQ� D� SDUWLU� GH� P~OWLSOHVIRUPDV�GH�LQIOXHQFLD�HQ�HO�H[WHULRU��DVSHFWRV�VRFLDOHV��FXOWXUDOHV��FRPSHWLWLYRV��HWF����(VWH�JDSLQFRUSRUD�XQD�RULHQWDFLyQ�KDFLD�HO�FOLHQWH�SURSLD�GH�OD�ILORVRItD�GH�OD�FDOLGDG�SHUR�TXH�KD�YHQLGRUHFLELHQGR�HVFDVR�LQWHUpV�HQ�HO�iPELWR�GH�OD�GLUHFFLyQ�GH�HPSUHVDV��/OyUHQV���������&RQ�pO�VHHVWDUtD�HVWDEOHFLHQGR�XQ�SURFHVR�GH�IHHG�EDFN�TXH�QRV�GHYROYHUtD�DO�JDS�HVWUDWpJLFR�*DS�*OREDO��*$3���)LQDOPHQWH�HO�JDS�JOREDO�HV�HO�UHVXOWDGR�GH�OD�LQDGHFXDGD�JHVWLyQ�GH�ORV�FXDWUR�DQWHULRUHV�\�VHSODVPD�HQ�OD�GLIHUHQFLD�HQWUH�ODV�H[SHFWDWLYDV�\�SHUFHSFLRQHV�GH�ORV�FOLHQWHV�8QD�YH]�HVWDEOHFLGD�HVWD�SULPHUD�GHILQLFLyQ�GH�ORV�JDSV�GHO�PRGHOR�HVWUDWpJLFR�GH�JHVWLyQ�GHFDOLGDG��HO�SDVR�VLJXLHQWH��SUHYLR�D� OD�RSHUDWLYL]DFLyQ�GHO�PLVPR��HV� LGHQWLILFDU� ORV�SULQFLSDOHVIDFWRUHV�TXH�LQIOX\HQ�HQ�FDGD�XQR�GH�ORV�JDSV���9HU�ILJXUD���

)LJXUD����0RGHOR�HVWUDWpJLFR�GH�JHVWLyQ�GH�FDOLGDG�GH�VHUYLFLRV*$3 )$&725(6*$3�(675$7e*,&2 'LDJQyVWLFR�HVWUDWpJLFR&DQWLGDG�\�FDOLGDG�GH� OD� LQIRUPDFLyQ�GLVSRQLEOH�VREUH�H[SHFWDWLYDV�GHFOLHQWHV&RPSURPLVR�GH�OD�GLUHFFLyQ�FRQ�OD�FDOLGDG*$3�7e&1,&2 3URFHVRV�GH�IRUPXODFLyQ�\�SODQLILFDFLyQ�HVWUDWpJLFD�GH�OD�FDOLGDG'LVHxR�RUJDQL]DWLYR�GH�OD�HPSUHVD*$3�)81&,21$/ 7LSR�GH�FXOWXUD�\�OLGHUD]JR�HPSUHVDULDO'LVSRQLELOLGDG� GH� PHFDQLVPRV� GH� FRQWURO� GHO� FXPSOLPLHQWR� GHHVSHFLILFDFLRQHV*$3�5(/$&,21(6�(;7(51$6 9HUDFLGDG�GH�OD�FRPXQLFDFLyQ�H[WHUQD&RRUGLQDFLyQ�FRQ�LQWHJUDQWHV�FDGHQD�GH�YDORU'LVSRQLELOLGDG� LQIRUPDFLyQ� VREUH� HIHFWRV� GH� OD� HVWUDWHJLD� HQ� LPDJHQFRUSRUDWLYD*$3�*/2%$/ )��JDS�HVWUDWpJLFR��JDS�WpFQLFR��JDS�IXQFLRQDO��JDS�UHODFLRQHV�H[WHUQDV�

)XHQWH��$GDSWDGR�GH��)HUQiQGH]��6HUUDQR��6DUDELD������

Page 9: 31  medicion calidad

(O�JDS�HVWUDWpJLFR�GHSHQGH�GH�OD�FDOLGDG�GHO�GLDJQyVWLFR�R�DQiOLVLV�HVWUDWpJLFR�UHDOL]DGR�SRU�ODGLUHFFLyQ�GH�OD�HPSUHVD��+DELGD�FXHQWD�TXH�HQ�HVWD�IDVH�HV�QHFHVDULR�QR�VyOR�FRQWHPSODU�ORVDVSHFWRV� H[WHUQRV� ±FRQ� HVSHFLDO� UHIHUHQFLD� D� OD� LQIRUPDFLyQ� VREUH� ODV� H[SHFWDWLYDV� GH� ORVFOLHQWHV�� WDQWR� UHDOHV� FRPR� SRWHQFLDOHV�� \� ORV� DVSHFWRV� GH� OD� RIHUWD� JOREDO� FRQVLGHUDGRVSULRULWDULRV� SRU� HOORV�� VLQR� WDPELpQ� ORV� LQWHUQRV� ±GRWDFLyQ� GH� UHFXUVRV� \� FDSDFLGDGHV� GH� ODHPSUHVD� TXH� FRQGLFLRQD�� HQWUH� RWURV� IDFWRUHV�� OD� YLDELOLGDG� GH� ODV� GLIHUHQWHV� DOWHUQDWLYDVHVWUDWpJLFDV��VLVWHPD�GH�FDOLGDG�DFWXDO�\�VXV�FDUDFWHUtVWLFDV��YDORUHV��REMHWLYRV�\�SULRULGDGHV�GHOD�FRPSDxtD���(O�JDS�WpFQLFR��SRU�VX�ODGR��HVWDUtD�FRQGLFLRQDGR�SRU�ORV�SURFHVRV�GH�IRUPXODFLyQ�\��VREUH�WRGR�GH�SODQLILFDFLyQ�VH�HVSHFLILFDQ�WDQWR�ORV�REMHWLYRV�D�DOFDQ]DU�FRPR�ORV�PHGLRV�D�HPSOHDU�SDUDHOOR��WDQWR�WDQJLEOHV�FRPR�LQWDQJLEOHV��(VWDV�GHFLVLRQHV�HVWiQ�LQGLVROXEOHPHQWH�XQLGDGHV�D�ODVGH�HVWUXFWXUD�\�GLVHxR�RUJDQL]DWLYR�HQ�WRGDV�VXV�GLPHQVLRQHV�(O� JDS� IXQFLRQDO� VH� YH� LQIOXLGR� SRU� GRV� FXHVWLRQHV�PX\� GLIHUHQWHV�� 3RU� XQD� SDUWH�� HO� WLSR� GHFXOWXUD� \� OLGHUD]JR� H[LVWHQWH� GHQWUR� GH� OD� HPSUHVD� TXH� YD� D� FRQGLFLRQDU� OD� DFWLWXG�GLVSRQLELOLGDG�� PRWLYDFLyQ�� FRPSRUWDPLHQWR�� HWF�� GHO� SHUVRQDO� GH� OD� HPSUHVD� \�� PX\HVSHFLDOPHQWH��GH�DTXHO�TXH�HVWi�HQ�FRQWDFWR�GLUHFWR�FRQ�HO�FOLHQWH��7RGRV�HVWRV�DVSHFWRV�VRQHVHQFLDOHV�GH�FDUD�D� OD�HMHFXFLyQ�R�SUHVWDFLyQ�HIHFWLYD�GHO�VHUYLFLR��(O�GLVHxR�GHO�VLVWHPD�GHFRPXQLFDFLRQHV� LQWHUQDV�� PX\� YLQFXODGR� DO� JDS� DQWHULRU�� UHVXOWD� LJXDOPHQWH� YLWDO� HQ� HOIXQFLRQDO�� 3RU� RWUD� SDUWH�� SDUD� SRGHU� FRQRFHU� HO� VHUYLFLR� HIHFWLYDPHQWH� SUHVWDGR� HVLPSUHVFLQGLEOH� GLVSRQHU� GH� PHFDQLVPRV� GH� PHGLFLyQ� \� FRQWURO� GHO� FXPSOLPLHQWR� GH� ODVHVSHFLILFDFLRQHV�GH�FDOLGDG��FRQ�XQD�RULHQWDFLyQ�FODUDPHQWH�SUHYHQWLYD�\�GH�PHMRUD�FRQWLQXD�(O�JDS�GH�UHODFLRQHV�H[WHUQDV�LQFOX\H�IDFWRUHV�HQ�ORV�GRV�VHQWLGRV�GH�OD�FRPXQLFDFLyQ�H[WHUQD�(Q� OD�FLUFXODFLyQ�GH� LQIRUPDFLyQ�KDFLD�HO�H[WHULRU�HV� LPSUHVFLQGLEOH�TXH� OD�HPSUHVD� WUDQVPLWDFRQILDQ]D� HQ�TXH� HV� FDSD]� GH� FXPSOLU� OR� TXH� SURPHWH� D� VXV� FOLHQWHV�� ,JXDOPHQWH�� GHEH� VHUFDSD]�GH�WUDQVPLWLU�FRQ�FODULGDG�DO�UHVWR�GH�LQWHJUDQWHV�GH�OD�FDGHQD�GH�YDORU�VXV�SULRULGDGHVHQ�PDWHULD�GH�FDOLGDG��(Q�HO�RWUR�VHQWLGR�� OD�HPSUHVD�GHEH�VHU�FDSD]�GH�REWHQHU� LQIRUPDFLyQFLHUWD�VREUH� ORV�HIHFWRV�TXH�HQ� OD� LPDJHQ�FRUSRUDWLYD��H� LQGLUHFWDPHQWH�HQ� ODV�H[SHFWDWLYDV�\SUHIHUHQFLDV�GH�ORV�FOLHQWHV��WLHQHQ�VXV�DFWXDFLRQHV�D�WRGRV�ORV�QLYHOHV�(O� JDS�JOREDO�� FRPR� \D� VH� KD� FRPHQWDGR�� HV� HO� TXH� VXUJH� FRPR� FRQVHFXHQFLD� GH� ORV� JDSVDQWHULRUHV�� 3RU� OR� WDQWR�� UHVXOWD� LPSUHVFLQGLEOH� TXH� OD� GLUHFFLyQ� GH� OD� HPSUHVD� UHDOLFH� XQDDGHFXDGD� JHVWLyQ� GH� WRGR� HO� SURFHVR� TXH� SHUPLWD� PLQLPL]DU� ORV� GLIHUHQWHV� JDSV� H�LQGLUHFWDPHQWH��HO�JDS�JOREDO�

Page 10: 31  medicion calidad

��

�� (/�02'(/2�6(5948$//D� FUHFLHQWH� LPSRUWDQFLD�TXH� UHSUHVHQWD� HO� VHFWRU� GH� VHUYLFLRV� HQ� ODV� HFRQRPtDV� GH� WRGR� HOPXQGR�KD�VLGR��VLQ�GXGD��OD�FDXVD�SULQFLSDO�GHO�DXPHQWR�GH�OD�OLWHUDWXUD�VREUH�HO�PDUNHWLQJ�GHORV�VHUYLFLRV�HQ�JHQHUDO��(Q�HOOD�VH�KDQ�WUDWDGR�SURIXVDPHQWH�GLIHUHQWHV�WHPDV�HQ�ORV�~OWLPRVDxRV��XQR�GH�ORV�FXDOHV�KD�VLGR�OD�PHGLD�GH�OD�FDOLGDG�GH�VHUYLFLR�'LIHUHQWHV�PRGHORV�KDQ�VLGR�GHILQLGRV�FRPR�LQVWUXPHQWR�GH�PHGLGD�GH� OD�FDOLGDG�GH�VHUYLFLRVLHQGR�HO�6(5948$/��3$5$685$0$1��=(,7+$0/�<�%(55<��������������\�HO�6(593(5)�&521,1� <� 7$</25�� ������ ORV� TXH�PD\RU� Q~PHUR� GH� WUDEDMRV� KD� DSRUWDGR� D� OD� OLWHUDWXUDVREUH�HO�WHPD��/D�SULQFLSDO�GLIHUHQFLD�HQWUH�DPERV�PRGHORV�VH�FHQWUD�HQ�OD�HVFDOD�HPSOHDGD��HOSULPHUR�XWLOL]D�XQD�HVFDOD�D�SDUWLU�GH�ODV�SHUFHSFLRQHV�\�H[SHFWDWLYDV�PLHQWUDV�TXH�HO�VHJXQGRHPSOHD�~QLFDPHQWH�ODV�SHUFHSFLRQHV�(O�PRGHOR�6(5948$/�IXH�GHVDUUROODGR�FRPR�FRQVHFXHQFLD�GH� OD�DXVHQFLD�GH� OLWHUDWXUD�TXHWUDWDVH�HVSHFtILFDPHQWH� OD�SUREOHPiWLFD� UHODFLRQDGD�FRQ�DO�PHGLGD�GH� OD� FDOLGDG�GHO� VHUYLFLRPDQXIDFWXUDGRV��(Q�OD�ILJXUD���VH�UHVXPH�HO�PRGHOR�)LJXUD����0RGHOR�6(5948$/

)XHQWH��([WUDtGR�GH�=HLWKDPO��3DUDVXUDPDQ�\�%HUU\������(O�PRGHOR�6(5948$/�GHILQH�OD�FDOLGDG�GHO�VHUYLFLR�FRPR�OD�GLIHUHQFLD�HQWUH�ODV�SHUFHSFLRQHVUHDOHV� SRU� SDUWH� GH� ORV� FOLHQWHV� GHO� VHUYLFLR� \� ODV� H[SHFWDWLYDV� TXH� VREUH� pVWH� VH� KDEtDQIRUPDGR� SUHYLDPHQWH�� 'H� HVWD� IRUPD�� XQ� FOLHQWH� YDORUDUi� QHJDWLYDPHQWH� �SRVLWLYDPHQWH�� OD

&RPXQLFDFLyQERFD�RLGR 1HFHVLGDGHVSHUVRQDOHV ([SHULHQFLDVSDVDGDV &RPXQLFDFLRQHV�H[WHUQDV

([SHFWDWLYDV

3HUFHSFLRQHV&DOLGDG�GH�VHUYLFLR

'LPHQVLRQHV�GH�&DOLGDG

y (OHPHQWRV�WDQJLEOHVy )LDELOLGDGy &DSDFLGDG�GHUHVSXHVWDy 6HJXULGDGy (PSDWtDy

Page 11: 31  medicion calidad

��

FDOLGDG�GH�XQ�VHUYLFLR�HQ�HO�TXH�ODV�SHUFHSFLRQHV�TXH�KD�REWHQLGR�VHDQ�LQIHULRUHV��VXSHULRUHV�D� ODV� H[SHFWDWLYDV� TXH� WHQtD�� 3RU� HOOR�� ODV� FRPSDxtDV� GH� VHUYLFLRV� HQ� ODV� TXH� XQR� GH� VXVREMHWLYRV�HV�OD�GLIHUHQFLDFLyQ�PHGLDQWH�XQ�VHUYLFLR�GH�FDOLGDG��GHEHQ�SUHVWDU�HVSHFLDO�LQWHUpV�DOKHFKR�GH�VXSHUDU�ODV�H[SHFWDWLYDV�GH�VXV�FOLHQWHV�6L� OD� FDOLGDG� GH� VHUYLFLR� HV� IXQFLyQ� GH� OD� GLIHUHQFLD� HQWUH� SHUFHSFLRQHV� \� H[SHFWDWLYDV�� WDQLPSRUWDQWH�VHUi�OD�JHVWLyQ�GH�XQDV�FRPR�GH�RWUDV��3DUD�VX�PHMRU�FRPSUHQVLyQ��3DUDVXUDPDQ�HW�DO��$QDOL]DURQ�FXiOHV�HUDQ�ORV�SULQFLSDOHV�FRQGLFLRQDQWHV�HQ�OD�IRUPDFLyQ�GH�ODV�H[SHFWDWLYDV�7UDV�VX�DQiOLVLV��FRQFOX\HURQ�TXH�HVWRV�FRQGLFLRQDQWHV�HUDQ�OD�FRPXQLFDFLyQ�ERFD�RtGR�HQWUHGLIHUHQWHV�XVXDULRV�GHO�VHUYLFLR��ODV�QHFHVLGDGHV�SURSLDV�TXH�GHVHD�VDWLVIDFHU�FDGD�FOLHQWH�FRQHO�VHUYLFLR�TXH�YD�D� UHFLELU�� ODV�H[SHULHQFLDV�SDVDGDV�TXH�SXHGD� WHQHU�GHO�PLVPR�R�VLPLODUHVVHUYLFLRV�� \� OD� FRPXQLFDFLyQ� H[WHUQD� TXH� UHDOL]D� OD� HPSUHVD� SURYHHGRUD� GHO� VHUYLFLR�XVXDOPHQWH�D�WUDYpV�GH�SXEOLFLGDG�R�DFFLRQHV�SURPRFLRQDOHV�3DUDVXUDPDQ� HW� DO�� 3URSXVLHURQ� FRPR� GLPHQVLRQHV� VXE\DFHQWHV� LQWHJUDQWHV� GHO� FRQVWUXFWRFDOLGDG� GH� VHUYLFLR� ORV� HOHPHQWRV� WDQJLEOHV�� OD� ILDELOLGDG�� OD� FDSDFLGDG� GH� UHVSXHVWD�� ODVHJXULGDG� \� OD� HPSDWtD�� (Q� HO� FXDGUR� �� VH� SUHVHQWD� HO� VLJQLILFDGR� GH� FDGD� XQD� GH� HVWDVGLPHQVLRQHV� &XDGUR����6LJQLILFDGR�GH�ODV�GLPHQVLRQHV�GHO�PRGHOR�6(5948$/'LPHQVLyQ 6LJQLILFDGR(OHPHQWRV�WDQJLEOHV��7� $SDULHQFLD�GH�ODV�LQVWDODFLRQHV�ItVLFDV��HTXLSRV�HPSOHDGRV�\�PDWHULDOHV�GH�FRPXQLFDFLyQ)LDELOLGDG��5<� +DELOLGDG�GH�SUHVWDU�HO�VHUYLFLR�SURPHWLGR�GH�IRUPDSUHFLVD&DSDFLGDG�GH�UHVSXHVWD��5� 'HVHR�GH�D\XGDU�D�ORV�FOLHQWHV�\�GH�VHUYLUOHV�GH�IRUPDUiSLGD6HJXULGDG��$� &RQRFLPLHQWR�GHO�VHUYLFLR�SUHVWDGR�\�FRUWHVtD�GH�ORVHPSOHDGRV�DVt�FRPR�VX�KDELOLGDG�SDUD�WUDQVPLWLUFRQILDQ]D�DO�FOLHQWH(PSDWtD��(� $WHQFLyQ�LQGLYLGXDOL]DGD�DO�FOLHQWHeVWDV�FLQFR�GLPHQVLRQHV�VH�GHVDJUHJDURQ�HQ����tWHPV�TXH�PXHVWUD�D�FRQWLQXDFLyQ�FRPR�HOPRGHOR�6(5948$/�PRGLILFDGR

',0(16,Ï1����(/(0(1726�7$1*,%/(6$SDULHQFLD�GH�ODV�,QVWDODFLRQHV�)tVLFDV��(TXLSRV��3HUVRQDO�\�0DWHULDOHV�GH�FRPXQLFDFLyQ¾ /D�HPSUHVD�GH�VHUYLFLRV�WLHQH�HTXLSRV�GH�DSDULHQFLD�PRGHUQD�¾ /DV�LQVWDODFLRQHV�ItVLFDV�GH�OD�HPSUHVD�GH�VHUYLFLRV�VRQ�YLVXDOPHQWH�DWUDFWLYDV¾ /RV�HPSOHDGRV�GH�OD�HPSUHVD�GH�VHUYLFLRV�WLHQHQ�DSDULHQFLD�SXOFUD�¾ /RV�HOHPHQWRV�PDWHULDOHV��IROOHWRV��HVWDGRV�GH�FXHQWD�\�VLPLODUHV��VRQ�YLVXDOPHQWH�DWUDFWLYRV�

Page 12: 31  medicion calidad

��

',0(16,Ï1����),$%,/,'$'+DELOLGDG�SDUD�HMHFXWDU�HO�6HUYLFLR�3URPHWLGR�GH�IRUPD�)LDEOH�\�&XLGDGRVD¾ &XDQGR�OD�HPSUHVD�GH�VHUYLFLRV�SURPHWH�KDFHU�DOJR�HQ�FLHUWR�WLHPSR��OR�KDFH�¾ &XDQGR�XQ�FOLHQWH�WLHQH�XQ�SUREOHPD�OD�HPSUHVD�PXHVWUD�XQ�VLQFHUR�LQWHUpV�HQ�VROXFLRQDUOR¾ /D�HPSUHVD�UHDOL]D�ELHQ�HO�VHUYLFLR�OD�SULPHUD�YH]¾ /D�HPSUHVD�FRQFOX\H�HO�VHUYLFLR�HQ�HO�WLHPSR�SURPHWLGR¾ /D�HPSUHVD�GH�VHUYLFLRV�LQVLVWH�HQ�PDQWHQHU�UHJLVWURV�H[HQWRV�GH�HUURUHV',0(16,Ï1����&$3$&,'$'�'(�5(638(67$'LVSRVLFLyQ�\�9ROXQWDG�GH�ORV�(PSOHDGRV�SDUD�$\XGDU��DO�&OLHQWH�\�3URSRUFLRQDU�HO�6HUYLFLR¾ /RV�HPSOHDGRV�FRPXQLFDQ�D�ORV�FOLHQWHV�FXDQGR�FRQFOXLUi�OD�UHDOL]DFLyQ�GHO�VHUYLFLR�¾ /RV�HPSOHDGRV�GH�OD�HPSUHVD�RIUHFHQ�XQ�VHUYLFLR�UiSLGR�D�VXV�FOLHQWHV�¾ /RV�HPSOHDGRV�GH�OD�HPSUHVD�GH�VHUYLFLRV�VLHPSUH�HVWiQ�GLVSXHVWRV�D�D\XGDU�D�VXV�FOLHQWHV¾ /RV�HPSOHDGRV�QXQFD�HVWiQ�GHPDVLDGR�RFXSDGRV�SDUD�UHVSRQGHU�D�ODV�SUHJXQWDV�GH�VXVFOLHQWHV�

',0(16,Ï1����6(*85,'$'&RQRFLPLHQWR�\�$WHQFLyQ�0RVWUDGRV�SRU�ORV�(PSOHDGRV�\�VXV�+DELOLGDGHV�SDUD�,QVSLUDU&UHGLELOLGDG�\�&RQILDQ]D¾ (O�FRPSRUWDPLHQWR�GH�ORV�HPSOHDGRV�GH�OD�HPSUHVD�GH�VHUYLFLRV�WUDQVPLWH�FRQILDQ]D�D�VXVFOLHQWHV¾ /RV�FOLHQWHV�VH�VLHQWHQ�VHJXUR�HQ�VXV�WUDQVDFFLRQHV�FRQ�OD�HPSUHVD�GH�VHUYLFLRV�¾ /RV�HPSOHDGRV�GH�OD�HPSUHVD�GH�VHUYLFLRV�VRQ�VLHPSUH�DPDEOHV�FRQ�ORV�FOLHQWHV�¾ /RV�HPSOHDGRV�WLHQHQ�FRQRFLPLHQWRV�VXILFLHQWHV�SDUD�UHVSRQGHU�D�ODV�SUHJXQWDV�GH�ORV�FOLHQWHV',0(16,Ï1����(03$7Í$$WHQFLyQ�,QGLYLGXDOL]DGD�TXH�RIUHFHQ�ODV�(PSUHVDV�D�ORV�&RQVXPLGRUHV¾ /D�HPSUHVD�GH�VHUYLFLRV�GD�D�VXV�FOLHQWHV�XQD�DWHQFLyQ�LQGLYLGXDOL]DGD�¾ /D�HPSUHVD�GH�VHUYLFLRV�WLHQH�KRUDULRV�GH�WUDEDMR�FRQYHQLHQWHV�SDUD�WRGRV�VXV�FOLHQWHV�¾ /D�HPSUHVD�GH�VHUYLFLRV�WLHQH�HPSOHDGRV�TXH�RIUHFHQ�XQD�DWHQFLyQ�SHUVRQDOL]DGD�D�VXV�FOLHQWHV�¾ /D�HPSUHVD�GH�VHUYLFLRV�VH�SUHRFXSD�SRU�ORV�PHMRUHV�LQWHUHVHV�GH�VXV�FOLHQWHV�¾ /D�HPSUHVD�GH�VHUYLFLRV�FRPSUHQGH�ODV�QHFHVLGDGHV�HVSHFtILFDV�GH�VXV�FOLHQWHV�

/DV�GLPHQVLRQHV�DQWHULRUHV�VH�REWXYLHURQ�WUDV�UHDOL]DU�XQ�DQiOLVLV�IDFWRULDO�GH�ODV�SXQWXDFLRQHV�3�(��GH� ORV���� tWHPV�GH� OD� FDOLGDG�GH� VHUYLFLR� LQFOXLGRV�HQ� ORV�FXHVWLRQDULRV� XWLOL]DGRV�SDUDPHGLU� ODV�DSUHFLDFLRQHV�GH� ORV�FOLHQWHV�TXH� LQWHJUDURQ� OD�PXHVWUD�GH�VX�HVWXGLR�HPStULFR�� ORVtWHPV� KDEtDQ� VLGR� SUHYLDPHQWH� LGHQWLILFDGRV� PHGLDQWH� UHXQLRQHV� FRQ� JUXSRV� GH� FOLHQWHV� GHGLIHUHQWHV�WLSRV�GH�VHUYLFLR�(O� FXHVWLRQDULR� 6(5948$/� FRQVWD� GH� ��� SUHJXQWDV� TXH� HYDO~DQ� ODV� SHUFHSFLRQHV� \H[SHFWDWLYDV� SDUD� FDGD�XQR�GH� ORV� ��� tWHPV�GH� OD� FDOLGDG� GH� VHUYLFLR� GHILQLGRV��8QD� YH]� VH

Page 13: 31  medicion calidad

��

WLHQHQ�ODV�SXQWXDFLRQHV�GH�FDGD�XQR�GH�ORV����tWHPV�HYDOXDGRV��WDQWR�HQ�H[SHFWDWLYDV�FRPR�HQSHUFHSFLRQHV��VH�SURFHGH�JHQHUDOPHQWH�DO�VLJXLHQWH�DQiOLVLV�FXDQWLWDWLYR�D� 6H�FDOFXODQ�ODV�SXQWXDFLRQHV�PHGLDV��3�(��SDUD�FDGD�GLPHQVLyQ��D�SDUWLU�GH�ORV�tWHPV�TXHOD�LQWHJUDQ��(Q�HVWH�DSDUWDGR�VH�UHFRPLHQGD�FDOFXODU� OD�PHGLDQD�\�QR� OD�PHGLD�DULWPpWLFDSRU�QR�VHU�pVWD�~OWLPD�XQD�PHGLGD�DGHFXDGD�SDUD�OD�YDORUDFLyQ�FXDOLWDWLYD��$UDSp������E� 3XHGHQ�LQFOXLUVH�HQ�HO�FXHVWLRQDULR�XQD�SUHJXQWD�SDUD�TXH�HO�HQFXHVWDGR�UHSDUWD�����R���SXQWRV�HQWUH�ODV�GLIHUHQWHV�GLPHQVLRQHV�VHJ~Q�OD�LPSRUWDQFLD�TXH�OHV�DVLJQH��R�ELHQ�YDORUDUGH�XQD�HVFDOD�������y�������FDGD�XQD�GH�ODV�GLPHQVLRQHV�SRU�VHSDUDGR�([LVWHQ� YDULDV� WpFQLFDV� RSHUDWLYDV� SDUD� DVLJQDU� SHVRV� D� ODV� GLPHQVLRQHV� HQ� HO� FiOFXOR� GHOtQGLFH�JOREDO�GH�FDOLGDG�GHO�6(5948$/��GH�ODV�TXH�GHVWDFDPRV�ODV�VLJXLHQWHV�D� 3XHGHQ�GDUVH�SHVRV�HTXLYDOHQWHV��HV�GHFLU��DVLJQDU� OD�PLVPD� LPSRUWDQFLD�UHODWLYD�D�FDGDGLPHQVLyQE� 3XHGH�LQFOXLUVH�HQ�HO�FXHVWLRQDULR�XQD�SUHJXQWD�SDUD�TXH�HO�HQFXHVWDGR�UHSDUWH�����y���SXQWRV�HQWUH�ODV�GLIHUHQWHV�GLPHQVLRQHV�VHJ~Q�OD�LPSRUWDQFLD�TXH�OHV�DVLJQH��R�ELHQ�YDORUDUGH�XQD�HVFDOD������y�������FDGD�XQD�GH�ODV�GLPHQVLRQHV�SRU�VHSDUDGR�F� ,QFOXLU�XQD�SUHJXQWD�HQ�OD�TXH�VH�SLGD�XQD�YDORUDFLyQ�JOREDO�GHO�VHUYLFLR�UHFLELGR�\�DSOLFDUSRVWHULRUPHQWH�XQ�DQiOLVLV�GH�UHJUHVLyQ�SDUD�GHWHUPLQDU�OD�LPSRUWDQFLD�GH�FDGD�XQD�GH�ODVGLPHQVLRQHV�FRPR�YDULDEOHV�H[SOLFDWLYDV�GH�OD�YDORUDFLyQ�JOREDO��5HVWULQJLHQGR�OD�VXPD�GHORV�UHJUHVRV�D����pVWRV�VHUtDQ�XQD�DSUR[LPDFLyQ�DO�SHVR�GH�FDGD�GLPHQVLyQ�G� 5HDOL]DU� XQ� DQiOLVLV� FRQMXQWR� DSOLFDGR� D� ODV� GLPHQVLRQHV�� 'H� HVWD� IRUPD� VH� REOLJDUtD� DOFOLHQWH�D�GHFLGLU�\�SULRUL]DU�TXH�GLPHQVLRQHV�VRQ�ODV�UHDOPHQWH�LPSRUWDQWHV�&RQVLGHUDPRV�TXH� ODV�PHMRUHV�DOWHUQDWLYDV�VRQ� ODV�GRV�~OWLPDV��HVSHFLDOPHQWH� OD�GHO�DQiOLVLVFRQMXQWR��1R�REVWDQWH��HQ�ORV�WUDEDMRV�HPStULFRV�VH�VXHOHQ�XWLOL]DU�ODV�GRV�SULPHUDV��TXL]iV�SRUVX�PD\RU�VLPSOLFLGDG�(O�XVR�GH�ODV�GRV�SULPHUDV�DOWHUQDWLYDV�SXHGH�SUHVHQWDU�ORV�VLJXLHQWHV�LQFRQYHQLHQWHV�D� /D� DOWHUQDWLYD� GH� DVLJQDU� SHVRV� HTXLYDOHQWHV� VXSRQH� TXH� QR� WLHQHQ� SRU� TXH� FRLQFLGLUQHFHVDULDPHQWH�FRQ�ODV�SUHIHUHQFLDV�GH�ORV�FOLHQWHV�E� /D�DOWHUQDWLYD�GH�SUHJXQWDU�DO�FOLHQWH�VREUH�OD� LPSRUWDQFLD�GH�ODV�GLPHQVLRQHV�DFRVWXPEUDSUHVHQWDU�HO�LQFRQYHQLHQWH��FRPR�KHPRV�SRGLGR�FRQVWDWDU�FRQ�OD�EDVH�GH�GDWRV�HPSOHDGD�GH� TXH�� DO� QR� YHUVH� UHDOPHQWH� REOLJDGR� D� GHFLU� TXp� GLPHQVLRQHV� VRQ� UHDOPHQWH� ODVLPSRUWDQWHV�� VXHOH� UHSDUWLU� GH� IRUPD�EDVWDQWH� SURSRUFLRQDO� OD� LPSRUWDQFLD� GH� FDGD� GH� ODVGLPHQVLRQHV�

Page 14: 31  medicion calidad

��

�� $3/,&$&,Ï1�'(/�02'(/2�6(5948$/�$/�683(50(5&$'2/D� OLWHUDWXUD� UHODFLRQDGD� FRQ� OD� SHUFHSFLyQ� \� OD� HYDOXDFLyQ� GH� OD� DFWXDFLyQ� GH� XQD� HPSUHVDGHWDOOLVWD�VXJLHUH�GLYHUVRV�DWULEXWRV�FRQVLGHUDGRV�FRPR�VLJQLILFDWLYRV�SRU�HO�FRQVXPLGRU��FX\DLPSRUWDQFLD� YDUtD� SRU� WLSR� GH� GHWDOOLVWD� \� FDWHJRUtD� GH� SURGXFWRV�VHUYLFLRV� YHQGLGRV��9$648(=��������HVWDEOHFH�WUHV�FDWHJRUtDV�GH�DWULEXWRV�)LJXUD����)DFWRUHV�GHWHUPLQDQWHV�GH�OD�DFWLYLGDG�JOREDO�KDFLD�ODV�HPSUHVDV�GHWDOOLVWDV

�� $WULEXWRV�UHODFLRQDGRV�FRQ�ORV�SURGXFWRV�YHQGLGRV� 3ROtWLFDV�GH�VXUWLGR��FDOLGDG�GH�ORVSURGXFWRV� YHQGLGRV�� RIHUWD� GH�PDUFDV�GHO� GLVWULEXLGRU�� SROtWLFDV� GH�SUHFLR�� SURPRFLRQHV� \FDUDFWHUtVWLFDV� ItVLFDV� GH� PDWHULDO� SXEOLFLWDULR� XWLOL]DGR� �FDWiORJRV�� EROVDV�� HPEDODMHV�LQIRUPHV��GLIXVLyQ�GH�XQ�SHULyGLFR�R�UHYLVWD�GLULJLGD�D�ORV�FOLHQWHV��� $WULEXWRV� UHODFLRQDGRV�FRQ� OD� H[SHULHQFLD� GH� FRPSUD� HQ� HO� GHWDOOLVWD��6H� LQFRUSRUDQDVSHFWRV� FRPR� GLVSRVLFLyQ� GH� ODV� VHFFLRQHV� \� XELFDFLyQ� GH� ORV� SURGXFWRV� HQ� HO� OLQHDOIDFLOLWDQGR�WDQWR�OD�FLUFXODFLyQ�R�PRYLPLHQWR�GH�ORV�FOLHQWHV�HQ�OD�WLHQGD�FRPR�OD�SRVLELOLGDGGH� ORFDOL]DU� ORV� SURGXFWRV� GHVHDGRV�� (Q� FXDOTXLHU� FDVR�� WDPELpQ� UHVXOWD� UHOHYDQWH� ODUDSLGH]� GHO� SDJR� HQ� FDMD� \� HO� PDWHULDO� GLIXQGLGR� HQ� HO� SXQWR� GH� YHQWD� SDUD� RULHQWDU� DO

$75,%8726�5(/$&,21$'26�&21�/26352'8&726�9(1','26y 6XUWLGRy &DOLGDG�WpFQLFD�GH�SURGXFWRV�YHQGLGRVy 0DUFDV�RIHUWDGDVy 3UHFLR�SURPRFLyQy 0DWHULDO�SXEOLFLWDULR

(;3(5,(1&,$�'(�&2035$�(1�(/'(7$//,67$y 8ELFDFLyQ�SXQWR�GH�YHQWDy 'LVHxR�LQWHUQR�SXQWR�GH�YHQWDy 'LVHxR�H[WHUQR�SXQWR�GH�YHQWDy 3DJR�HQ�FDMDy $WPyVIHUD�GHO�GHWDOOLVWDy &DUDFWHUtVWLFDV�SHUVRQDO�GH�YHQWD

&21-8172�'(�6(59,&,26�2)5(&,'26325�(/�'(7$//,67$y 6HUYLFLRV�ILQDQFLHURVy 6HUYLFLRV�WpFQLFRVy 6HUYLFLRV�FRPHUFLDOHVy 6HUYLFLRV�SDUD�FRPHUFLDOHV

$&7,78'�*/2%$/�+$&,$/$�(035(6$'(7$//,67$

Page 15: 31  medicion calidad

��

FRQVXPLGRU��FDUWHOHV��GLVSOD\��R�SDUD�LQIRUPDUOH��FRQVHMRV�SDUD�XQD�PHMRU�XWLOL]DFLyQ�GH�ORVSURGXFWRV�R�SDUD�TXH�GLFKR�FRQVXPLGRU�HVWDEOH]FD� LQGLFDGRUHV�GH�FDOLGDG���7DPELpQ�VRQLPSRUWDQWHV� FRPR� LQGLFDQ� %$5.(5�� *5(:$/� \� 3$5$685$0$1� �������� DWULEXWRVUHODFLRQDGRV� FRQ� HO� HQWRUQR� R� DWPyVIHUD� GHO� GHWDOOLVWD�� SDUWLFXODUPHQWH� GLVHxR� GH� ODVLQVWDODFLRQHV� ItVLFDV� �PRELOLDULR�� HTXLSDPLHQWR�� FREHUWXUD� GHO� VXHOR� \� GH� ODV� SDUHGHV�YHVWXDULRV��� DPELHQWDFLyQ� VRQRUD� \� GHFRUDFLyQ� �FRORUHV�� DURPDV�� WHPSHUDWXUD�� HLOXPLQDFLyQ� SDUD� SUHVHQWDU� OD�PHUFDQFtD� GH� IRUPD� DWUDFWLYD�� ,QFOXVR� FDEH�PHQFLRQDU� ORVGHQRPLQDGRV�DWULEXWRV�VRFLDOHV�YLQFXODGRV�FRQ�OD�FDSDFLGDG�GH�UHVSXHVWD�GHO�SHUVRQDO�GHYHQWDV� �DSDULHQFLD�� FRUGLDOLGDG�� FRUWHVtD�� DPDELOLGDG�� FRQVHMRV�� SUHRFXSDFLyQ� SRU� ORVFOLHQWHV�� FRQRFLPLHQWRV�� FDSDFLGDG� GH� FRPXQLFDFLyQ� \� VHUYLFLDOLGDG��� 3RU� ~OWLPR�� VH� KDFHUHIHUHQFLD� DWULEXWRV� GH� GLVHxR� H[WHUQR� �XELFDFLyQ�� DWUDFWLYR� GH� OD� IDFKDGD�� UyWXORV� \H[SRVLFLyQ�GH�SURGXFWRV�HQ�HVFDSDUDWHV���� &RQMXQWR�GH�VHUYLFLRV�RIUHFLGRV�SRU� OD�HPSUHVD�GHWDOOLVWD� 6HUYLFLRV�ILQDQFLHURV��SDJRDSOD]DGR�� DFHSWDFLyQ� GH� WDUMHWDV� GH� FUpGLWR�� RIHUWD� GH� XQD� WDUMHWD� SURSLD�� HQWUHJD� GHFKHTXHV� UHJDOR��� IDFLOLGDGHV� GH� DSDUFDPLHQWR�� VROXFLyQ� WpFQLFD� GH� SUREOHPDV� GH� ORVFOLHQWHV� �TXHMDV�� UHFODPDFLRQHV�� FDPELRV� GH� SURGXFWRV� GHIHFWXRVRV� R� GHYROXFLyQ� GH� VXLPSRUWH�� JDUDQWtDV�� SLH]DV� GH� UHSXHVWR�� LQVWDODFLyQ� \� SXHVWD� HQ� IXQFLRQDPLHQWR� GH� ORVSURGXFWRV� DGTXLULGRV�� SHTXHxRV� DUUHJORV� SDUD� SUHQGDV� GH� WH[WLO��� VHUYLFLRV� FRPHUFLDOHV�SHGLGRV� SRU� WHOpIRQR�� HQYtR� GH� PHUFDQFtD� D� GRPLFLOLR�� UHDOL]DFLyQ� GH� SUHVXSXHVWRV� VLQFRPSURPLVR��HPSDTXHWDGRV�JUDWXLWR�GH�UHJDORV��HQWUHJD�GH�EROVDV�SDUD�OOHYDU�ODV�FRPSUDV�\�RWURV�VHUYLFLRV�SDUD� ��FRPHUFLDOHV� �JXDUGHUtDV�� FDIHWHUtD�� VDOyQ�GH�SHOXTXHUtD�� YHQWD�GHSHULyGLFRV�\�UHYLVWDV�\�H[LVWHQFLD�GH�RWURV�GHSDUWDPHQWRV�HVSHFLDOHV��$XQTXH�HVWD� UHYLVLyQ�HV� ~WLO� SDUD� GHVDUUROODU� XQD� OLVWD� GH� DWULEXWRV� TXH� LPSRUWDQWHV� SDUD� ORVFOLHQWHV� FXDQGR� HYDO~DQ� VX� H[SHULHQFLD� FRQ� XQD� HPSUHVD� GHWDOOLVWD�� SDUHFHQ� QHFHVDULDVLQYHVWLJDFLRQHV�FRPSOHPHQWDULDV�SDUD�VXJHULU�FRPR�GLFKRV�DWULEXWRV�VRQ�FRPELQDGRV�HQ�XQDVSRFDV�GLPHQVLRQHV�FUtWLFDV�GH�OD�FDOLGDG�GH�VHUYLFLR��HQ�HVWH�VHQWLGR��ODV�GLPHQVLRQHV�UHVXPHQSURSXHVWDV� SRU� HO� LQVWUXPHQWR� GHQRPLQDGR� 6(5948$/�� KDQ� VLGR� DGDSWDGDV� \� YDOLGDGDVHVWDGtVWLFDPHQWH� HQ� GLIHUHQWHV� VHFWRUHV��'H� HQWUH� WRGRV� HOORV� ORV� TXH� QRV� LQWHUHVDQ� VRQ� ORVFHQWUDGRV� HQ� HPSUHVDV� GHWDOOLVWDV� TXH� YHQGHQ� XQ� PL[� GH� SURGXFWRV� \� VHUYLFLRV�� HOXGLHQGRDTXHOORV�YLQFXODGRV�FRQ�VHUYLFLRV�SXURV�/RV�HVWXGLRV� UHDOL]DGRV�DFHUFD�GH� OD�HVWUXFWXUD�PXOWLGLPHQVLRQDO�GH� OD�FDOLGDG�GH�VHUYLFLR�HQFDGHQDV�GH�6XSHUPHUFDGRV���9i]TXH]��5RGUtJXH]��'tD]���������YDOLGD�XQ�PRGHOR�SDUWLHQGR�GHORV�FULWHULRV�GHO�6(5948$/�\�DGDSWiQGROR�SDUD�OD�HVWUXFWXUD�GHO�VHFWRU��GLFKR�PRGHOR�FRQVWD

Page 16: 31  medicion calidad

��

VRODPHQWH� GH� ��� DWULEXWRV� TXH� SXHGHQ� VHU� GH� XWLOLGDG� SDUD� PHGLU� OD� FDOLGDG� GH� VHUYLFLR� HQHPSUHVDV� GHWDOOLVWDV� TXH� FRPSLWHQ� FRQ� HO� IRUPDWR� FRPHUFLDO� GH� VXSHUPHUFDGRV�� /DVGLPHQVLRQHV�TXH�LQWHJUDQ�GLFKD�HVFDOD�VRQ��HYLGHQFLDV�ItVLFDV��ILDELOLGDG��LQWHUDFFLyQ�SHUVRQDO�\SROtWLFDV��(VWR�SRQH�HQ�HYLGHQFLD�OD�QHFHVLGDG�GH�YDOLGDU�HO�PRGHOR�JHQHUDO�GHVDUUROODGR�SDUDODV�HPSUHVDV�GH�VHUYLFLRV�UHDOL]DQGR�XQ�HVWXGLR�DGLFLRQDO�GRQGH�VH�HYDO~HQ�WRGDV�ODV�YDULDEOHVUHODFLRQDGDV�FRQ�HO�VHUYLFLR�HVSHFtILFR��3DUD�HO�FDVR�GH�ORV�VHUYLFLRV�GHWDOOLVWDV�VH�KDQ�YDOLGDGRODV�VLJXLHQWHV�YDULDEOHV���9i]TXH]��5RGUtJXH]��'tD]�������',0(16,Ï1����(9,'(1&,$6�)Ë6,&$6¾ /RV�FDWiORJRV�GH�SURGXFWRV�\�SUHFLRV�SDUD�HVWH�HVWDEOHFLPLHQWR�VRQ�YLVXDOPHQWH�DWUDFWLYRV¾ /D�GLVWULEXFLyQ�GH�ODV�VHFFLRQHV�IDFLOLWD�D�ORV�FOLHQWHV�HQFRQWUDU�ORV�SURGXFWRV�TXH�QHFHVLWDQ¾ (O�GLVHxR�GHO�HVWDEOHFLPLHQWR�SHUPLWH�D�ORV�FOLHQWHV�PRYHUVH�\�GHVSOD]DUVH�IiFLOPHQWH�SRU�HO�SXQWR�GH�YHQWD¾ /RV�SURGXFWRV�VH�H[SRQHQ�DGHFXDGDPHQWH�HQ�ODV�HVWDQWHUtDV',0(16,Ï1����),$%,/,'$'¾ (Q�HVWH�HVWDEOHFLPLHQWR�H[LVWH�XQD�LQGLFDFLyQ�FODUD�GH�ORV�SUHFLRV�GH�ORV�SURGXFWRV�¾ (VWH�HVWDEOHFLPLHQWR�LQIRUPD�DGHFXDGD�\�SXQWXDOPHQWH�GH�VXV�SURPRFLRQHV¾ 6H�HQWUHJDQ�WLTXHV�FODURV�\�ELHQ�HVSHFLILFDGRV�¾ (O�WLHPSR�GH�HVSHUD�HQ�ODV�FDMDV�GH�VDOLGD�HV�UHGXFLGR�¾ /DV�HVWDQWHUtDV�HVWiQ�VLHPSUH�OOHQDV��VLHPSUH�KD\�H[LVWHQFLDV�GH�SURGXFWRV�PDUFDV�GHVHDGRV�SRU�ORVFOLHQWHV�',0(16,Ï1����,17(5$&&,Ï1�3(5621$/¾ (O�SHUVRQDO�HQ�FRQWDFWR�FRQ�HO�S~EOLFR��FDMHURV��SHUHFHGHURV��UHSRQHGRUHV��LQIRUPDFLyQ��HV�VLHPSUH�DPDEOHFRQ�ORV�FOLHQWHV�¾ /RV�HPSOHDGRV�VLHPSUH�HVWiQ�GLVSXHVWRV�D�D\XGDU�D�ORV�FOLHQWHV¾ /RV�HPSOHDGRV��VHFFLyQ�SHUHFHGHURV���WUDQVPLWHQ�FRQILDQ]D�D�ORV�FOLHQWHV�RULHQWiQGROHV�VREUH�OD�PHMRUFRPSUD�SRVLEOH�',0(16,Ï1����32/Ë7,&$6¾ (O�HVWDEOHFLPLHQWR�VH�FDUDFWHUL]D�SRU�OD�IUHVFXUD�GH�VXV�SURGXFWRV�HQ�VHFFLRQHV�GH�IUXWDV�\�YHUGXUDV�¾ /DV�PDUFDV�TXH�FRPSRQHQ�HO�VXUWLGR�GH�OD�WLHQGD�VRQ�PX\�FRQRFLGDV�¾ 6H�RIUHFH�XQ�DPSOLR�VXUWLGR�GH�SURGXFWRV�\�PDUFDV�¾ /D�VHFFLyQ�GH�FDUQLFHUtD�VH�FDUDFWHUL]D�SRU�VX�IUHVFXUD�\�FDOLGDG�¾ /D�VHFFLyQ�GH�SHVFDGHUtD�VH�FDUDFWHUL]D�VXV�SURGXFWRV�IUHVFRV�\�GH�FDOLGDG�¾ /RV�SURGXFWRV�FRQ�OD�PDUFD�GH�GLVWULEXLGRU�VRQ�GH�JUDQ�FDOLGDG�

Page 17: 31  medicion calidad

��

�� %,%/,2*5$)Ë$5XL]�2ODOOD��&�����������*HVWLyQ�GH�OD�FDOLGDG�GHO�VHUYLFLR���>HQ�OtQHD@��FDPSXV�FRP��&RQWURO�GH�*HVWLyQ�KWWS���ZZZ��FDPSXV�FRP�OHFFLRQ�FDOLGDGVHUY!�>FLWDGR���1RYLHPEUH�����@9iVTXH]� 5��� 'tD]� $�� ������� ³(O� FRQRFLPLHQWR� GH� ODV� H[SHFWDWLYDV� GH� ORV� FOLHQWHV�� 8QD� SLH]D� FODYH� GH� ODFDOLGDG� GH� VHUYLFLR� HQ� HO� 7XULVPR�´� >HQ� OtQHD@� ZZZ�IDGH�HV�ID3DJ�ZHE)DGH�LQIRHPSUHVD��� (FRQRPtD��KWWS���ZZZ�IDGH�HV�ID3DJ�ZHE)DGH�LQIRHPSUHVD�HFRQRPLD�LQIRUPHV�WXULVPR�LQGLFH�KWPO!� >FLWDGR� �'LFLHPEUH�����@9iVTXH]�5���5RGUtJXH]�,���'tD]�$���������³(VWUXFWXUD�PXOWLGLPHQVLRQDO�GH�OD�FDOLGDG�GH�VHUYLFLR�HQ�FDGHQDVGH�VXSHUPHUFDGRV��'HVDUUROOR�\�YDOLGDFLyQ�GH�OD�HVFDOD�&$/683(5��³>HQ�OtQHD@ZZZ�IDGH�HV�ID3DJ�ZHE)DGH�LQIRHPSUHVD���(FRQRPtD�KWWS���ZZZ�IDGH�HV�ID3DJ�ZHE)DGH�LQIRHPSUHVD�HFRQRPLD�LQIRUPHV�VXSHUV�LQGLFH�KWPO!�>FLWDGR���'LFLHPEUH����@$UDSp�� -�� ������� ³(VWUDWHJLD� ±� 0HGLFLyQ� \� &DOLGDG� 7RWDO´�� >HQ� OtQHD@� ZZZ�YLVLRQJF�FRP�� 'RFXPHQWRV�KWWS���ZZZ�YLVLRQJF�'RFXPHQWRV�EVF�ORV�VLVWHPDV�GH�PHGLGDV�EODQGDV�\�OD�FDOLGDG�WRWDO�SGI!�>FLWDGR����GH1RYLHPEUH�����@/ySH]��0��&���6HUUDQR��$���6DUDELD��0���������³8QD�SURSXHVWD�GH�PRGHOR�HVWUDWpJLFR�SDUD�OD�JHVWLyQ�GH�ODFDOLGDG�GHO�VHUYLFLR´��>HQ�OtQHD@�HPSUHVD�XQL]DU�HV��&RQJUHVR�HPSUHVD�XQL]DU�HV�DFHGH�����WUDEDMRV�SU����SGI!�>FLWDGR�HO���GH�'LFLHPEUH�����@*LPpQH]��9���-LPHQH]����������³(YDOXDFLyQ�GH�OD�FDOLGDG�GH�VHUYLFLR�\�ILMDFLyQ�GH�REMHWLYRV�HQ�XQLGDGHV�GHQHJRFLR��8Q�HQIRTXH�GH�IURQWHUD´���>HQ�OtQHD@�HPSUHVD�XQL]DU�HV��&RQJUHVR�HPSUHVD�XQL]DU�HV�DFHGH�����WUDEDMRV�SU����SGI!�>FLWDGR�HO���GH�'LFLHPEUH�����@