Desempeño laboral de los evaluadores de operaciones de llamadas del Servicio Integrado de Seguridad ECU 911 Babahoyo

Work performance is an indicator of commitment and productivity possessed by the human talent of the organization, which allows the objectives set in institutional planning to be met, which is why evaluation indicators that provide reasonable security in the development of work activities. The importance of achieving adequate performance levels influences organizational development, for this reason, the research carried out at the ECU911 Local Operations Center aims to evaluate the work performance of the Call Operations Evaluators, because they have direct influence on the process of attending to emergency requests and on public perception. The methodology applied in the investigative process is constituted by the types of descriptive and documentary investigations because they allow the adequate processing of the information obtained and the theoretical argumentation of the detected findings, while the methods used are deductive and inductive, because they are carried out a segregated analysis of the main problems that arise in the job performance of the Call Operations Evaluators; Regarding the applied techniques, they were an interview and survey of human talent from the Local Operations Management Area, where the main conclusions were the non-fulfillment of evaluation criteria such as empathy, respect, prolonged time in the registration of information on the emergency and inadequate control of communication with the alert person, in addition to the inappropriate sufficiency of human talent that responds to the demand for calls received by the institution.

• Prif Awdur: Rosado Cevallos, María Gabriela (author)
• Fformat: bachelorThesis
• Cyhoeddwyd: 2021
• Pynciau: Desempeño laboral; Empatía; Emergencia; Imagen institucional
• Mynediad Ar-lein: http://dspace.utb.edu.ec/handle/49000/9121