Auditoría de gestión incidencia en la atención al cliente en el area de emergencia del centro de salud Nº 5, cantón La Maná, año 2013

This research is based on a customer care wing Audit in Area Emergency Health Center No. 5 Canton La Mana, which allows to know the degree of satisfaction of the users' and the falecias that exist in the process of presentation of service to pasientes. Through the implementation of the Management Audit is to determine the weak controls to improve and achieve compliance with the objectives of the entity. This paper develops the collection of institutional and bibliographic information, and whether the use of interviews, surveys and direct their activities in the state observation. For analysis of the objectives and policies 80% compliance was obtained with regard to the evaluation of internal control the following results were determined: confidence level 67.1%, equivalent to a moderate level, hence a risk level was found 32.9% corresponding to a moderate level; based on the measurement of the risks we have the following; 32% inherent risk, risk and detection of 32% therefore an audit risk of 52% was obtained. Finally giving compliance to the poor performance objectives determined in terms of user services. The evaluation of internal control weaknesses allowed to detect and provide recommendations and corrective measures that contribute to making the correct decision by the Director of the Health Center No. 5 of La Manna.

• Autore principale: Suatunce Dias, Flor Isabel (author)
• Natura: bachelorThesis
• Lingua: spa
• Pubblicazione: 2015
• Soggetti: Auditoría de gestión incidencia atención cliente; En el area emergencia centro salud Nº 5, cantón La Maná
• Accesso online: http://repositorio.uteq.edu.ec/handle/43000/740