Propuesta para ampliar la cobertura y mejorar la calidad en el servicio de telemedicina
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Universidad Tecnológica Centroamericana UNITEC
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La presente investigación tuvo como objetivo elaborar una propuesta de mejora, para ampliar la cobertura y calidad en el servicio de Telemedicina de Children Internacional, basándose en las necesidades de los usuarios, abandono del servicio y nivel de calidad en la atención brindada, los cuales se conocieron a través de los instrumentos de recolección de datos aplicados en el proceso investigativo. En consecuencia, partiendo de esta información, se recomendó como propuesta de mejora la Implementación de un Sistema de Repuesta de Voz Interactiva (IVR) y reingeniería de procesos en el Servicio de Telemedicina, conforme a los componentes de la Gestión de Proyectos del PMBOK®, en la cual se detallaron los procesos de inicio y planificación necesarios para desarrollar este proyecto, en el caso que la empresa decida implementarlo. La investigación tuvo un alcance descriptivo y enfoque mixto, para la cual se utilizó el cuestionario y la entrevista como instrumentos de recolección de datos.
The objective of this research was to develop an improvement proposal to expand the coverage and quality of Children International's Telemedicine service, based on the needs of the users, abandonment of the service and level of quality in the care provided, which were They learned through the data collection instruments applied in the research process. Consequently, based on this information, the Implementation of an Interactive Voice Response System (IVR) and process reengineering in the Telemedicine Service was recommended as an improvement proposal, in accordance with the Project Management components of PMBOK®. in which the initiation and planning processes necessary to develop this project were detailed, in the event that the company decides to implement it. The research had a descriptive scope and mixed approach, for which the questionnaire and interview were used as data collection instruments.
The objective of this research was to develop an improvement proposal to expand the coverage and quality of Children International's Telemedicine service, based on the needs of the users, abandonment of the service and level of quality in the care provided, which were They learned through the data collection instruments applied in the research process. Consequently, based on this information, the Implementation of an Interactive Voice Response System (IVR) and process reengineering in the Telemedicine Service was recommended as an improvement proposal, in accordance with the Project Management components of PMBOK®. in which the initiation and planning processes necessary to develop this project were detailed, in the event that the company decides to implement it. The research had a descriptive scope and mixed approach, for which the questionnaire and interview were used as data collection instruments.