Citas bibligráficas
Sandoval, K., Bazan, R. (2024). Propuesta de mejora en la calidad de servicio para la atención de expedientes de usuarios de la UGEL 01 [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/672402
Sandoval, K., Bazan, R. Propuesta de mejora en la calidad de servicio para la atención de expedientes de usuarios de la UGEL 01 [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/672402
@misc{sunedu/4394495,
title = "Propuesta de mejora en la calidad de servicio para la atención de expedientes de usuarios de la UGEL 01",
author = "Bazan Torres, Romel Isaac",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
The local educational management unit 01 is the largest UGEL in metropolitan Lima, so, to the extent that users have increased in number during the last economic context that the country has experienced, the staff has not been increased to attend to them due to lack of resources assigned by the Ministry of Education. This situation has meant that the user of UGEL 01 does not have quality of service, since their requests submitted through files are not resolved within the legal deadline. This creates dissatisfaction in the user and also the staff of the institution, since complaints are received and the areas involved are under investigation, which can end in the dismissal of the public officials who are responsible for this situation. To help improve this situation, this work proposes to implement a manual of functions and procedures in order to determine the specific functions that are given according to the current casuistry served by UGEL 01. Likewise, until greater resources are received according to the increase in users, this proposal helps to organize the attention of users in an optimal way and correct the failures found within the process that follows the files of the users, which, by not being resolved within the legal period, do not perceive the quality of service.
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