Propuesta metodológica para la evaluación y control de los servicios tercerizados por el Centro Académico San José
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As part of the final graduation project, a proposal methodology will be test with the capacity to evaluate and control the quality of the services provided at Academic Center of San José, getting the opportunity of execute the evaluation periodically. The management unit of Academic Center of San José, Technological of Costa Rica; has as main objective obtain through this graduation project a tool that will be useful in the processes of evaluation and control of outsourced services besides having a functional evaluative method for future contracts. The methodology that will be propose for the evaluation of the services will be based on the SERVQUAL model, which is detailed in this graduation document, the methodology that will be apply through interviews, using questionnaires and direct observation of the evaluated services. Contemplating general aspects of the investigation such as the identification of the problem, the index, introduction, objectives, scope, responsible, inputs, external and internal analysis, description of activities and indicators; finally, the evaluation proposal corresponding to each service. The pilot test of the SERVQUAL methodology will serve as a guide for the subsequent implementation of the same throughout the institution, increasing efficiency in obligations, quality and tasks, in turn the results and points of improvement can be considered for improvement in the evaluation and control of outsourcing contracts as well as for the provision of subcontracted services in the CASJ.
Proyecto de graduación (Bachillerato en Administración de Empresas) Instituto Tecnológico de Costa Rica, Escuela de Administración de Empresas, 2018.