Implantación de indicadores de gestión para mejorar la satisfacción de los clientes de la compañía de seguridad privada Copsemesgal Cia. Ltda., durante el año 2016. Sistematización de la experiencia.

Abstract:

This degree project has the purpose of implement management indicators for the improvement of customer satisfaction of the Private Security Company Copsemesgal Cía. Ltda. in order to decrease the number of complaints by contractors of the security services, enhancing the efficiency of each of its collaborators during the study period corresponding to the year 2016. For the effect was performed a diagnostic of the current situation of the company, through a job analysis, identifying in a specific way that the profiles of the positions of the operational level are the security guards who don´t accomplish whit the requirements of the position, a deficiency that has repercussions on the quality of service delivered losing cbkp_redibility by external customers. In this situation, a process of improvement of this Human Talent Management has been developed, through the incorporation of management indicators, in order to measure the fulfillment of the functions of each one of the collaborators through performance evaluations and the results should be measured and related to the standards established in each of the profiles and identifying the weaknesses of each of the positions, when they are removed the employees have to improve and therefore the level of customer service. When we finished the process, it was necessary to systematize the experience in order to generate a multiplier effect so that the organizations of the same line of business carry out similar procedures raising the level of competitiveness of the private security business in the sector.

Año de publicación:

2017

Keywords:

• PERFIL DE CARGOS
• Recursos humanos
• desempeño laboral
• PSICOLOGÍA
• PSICOLOGÍA DEL TRABAJO

Fuente:

rraae