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Desempeño laboral de los evaluadores de operaciones de llamadas del Servicio Integrado de Seguridad ECU 911 Babahoyo
| dc.contributor.advisor | Carrasco Echeverría, Gina | |
| dc.contributor.author | Rosado Cevallos, María Gabriela | |
| dc.date.accessioned | 2021-01-26T15:33:07Z | |
| dc.date.available | 2021-01-26T15:33:07Z | |
| dc.date.issued | 2021 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/9121 | |
| dc.description | 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. | es_ES |
| dc.description | 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. | es_ES |
| dc.description.abstract | El desempeño laboral es un indicador de compromiso y productividad que posee el talento humano de la organización, el cual permite que los objetivos planteados en la planificación institucional se cumplan, motivo por el cual, se deben implementar indicadores de evaluación que aporten una seguridad razonable en el desarrollo de las actividades laborales. La importancia que posee el logro de niveles de desempeños adecuados influye en el desarrollo organizacional, por tal razón, la investigación efectuada en el Centro Operativo Local del ECU911 tiene como objetivo la evaluación del desempeño laboral de los evaluadores de operaciones de llamadas, debido a que poseen influencia directa con el proceso de atención de solicitudes de emergencias y en la percepción ciudadana. La metodología aplicada en el proceso investigativo está constituida por los tipos de investigaciones descriptiva y documental porque permiten el procesamiento adecuado de la información obtenida y la argumentación teórica de los hallazgos detectados, mientras que los métodos utilizados son el deductivo e inductivo, debido a que se ejecutó un análisis segregado de los principales problemas que se presenta en el desempeño laboral de los evaluadores de operaciones de llamadas; en cuanto a las técnicas aplicadas fueron un entrevista y encuesta al talento humano del Área de Gestión Local de Operaciones, donde se obtuvo como principales conclusiones el incumplimiento de criterios de evaluación como empatía, respeto, tiempo prolongado en el registro de información de la ficha de emergencia e inadecuado control de la comunicación con el alertante, además de la inapropiada suficiencia de talento humano que responda a la demanda de llamadas que recibe la institución. | es_ES |
| dc.format.extent | 42 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | BABAHOYO: UTB, 2021 | es_ES |
| dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
| dc.subject | Desempeño laboral | es_ES |
| dc.subject | Empatía | es_ES |
| dc.subject | Emergencia | es_ES |
| dc.subject | Imagen institucional | es_ES |
| dc.title | Desempeño laboral de los evaluadores de operaciones de llamadas del Servicio Integrado de Seguridad ECU 911 Babahoyo | es_ES |
| dc.type | bachelorThesis | es_ES |
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