Evaluación del desempeño del talento humano y su incidencia en la atención al cliente en el sector microempresarial de servicios del Cantón La Maná, provincia de Cotopaxi año 2017
The evaluation of the performance of human talent is a fundamental component in the microenterprise field because it allows to know the actual labor performance of each employee; the present research project had as general objective to evaluate the performance of human talent and its impact on custo...
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| Format: | bachelorThesis |
| Language: | spa |
| Published: |
2017
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| Online Access: | http://repositorio.utc.edu.ec/handle/27000/4644 |
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Add Tag | Summary: | The evaluation of the performance of human talent is a fundamental component in the microenterprise field because it allows to know the actual labor performance of each employee; the present research project had as general objective to evaluate the performance of human talent and its impact on customer service in the microenterprise sector of services, in order to fulfill it, it was used the types of research: exploratory, descriptive and bibliographical. The research methods used were the analytical and deductive ones that enabled the processing of the information collected through a survey, the same that was addressed to the owners in order to diagnose the current situation of human talent, the employees to identify the evaluation processes; and to the clients to know the level of satisfaction in the provision of services between the establishments of this of the canton La Maná. Surveys revealed that 51% of service microenterprises use radio calls as a method of admitting human talent. In 63%, the most common form of employee income is given by recommendations, the level of knowledge of 57% of owners on performance evaluation is low, consequently 79% do not evaluate their staff. The results obtained formed the basis for the proposal's design, which consisted of a model for evaluating the performance of human talent under the graphic scales method, since it is adapted to the characteristics and needs presented by the microenterprise service fabric, which evaluates people's performance through previously defined factors, uses a double-entry form in which horizontal lines represent performance evaluation factors, while columns symbolize degrees of variation. It was divided into continuous scales, semicontinuous and discontinuous formats, which have the advantage of obtaining a clear vision of the employees' work performance, generating a greater commitment to the entity because the results of the evaluations will allow the establishment of incentives or feedback processes oriented toward the scope for greater productivity in the provision of services. |
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