Browsing by Author "Orobio Balanta, Elsy Yuliana"
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Item Propuesta de mejora en el proceso de peticiones, quejas, reclamos y denuncias (PQRD) en una entidad promotora de salud ubicada en santiago de cali(Universidad Santiago de Cali, 2024) Orobio Balanta, Elsy Yuliana; Gambоa Maturin, Juan Diego; Gamboa Vente, Geovanny; Rojas Peña, Oscar Mauricio (Director)This article addresses the issue of delays in handling Petitions, Complaints, Claims, and Denunciations (PQRD) in a health promotion entity located in Santiago de Cali. The study aims to optimize the PQRD management process to improve operational efficiency and customer satisfaction. An exploratory research methodology with quantitative and analytical approaches was used. In the first phase, a Value Stream Mapping analysis and an Ishikawa Diagram were conducted to identify critical points of delay and inefficiency. In the second phase, simulations of the current process were developed, introducing potential solutions and using sensitivity analysis to evaluate their impact. In the third phase, an optimization proposal was formulated based on a 30% reduction in response times. The main findings indicate that continuous staff training, process standardization and automation, and improved work environment are key measures to reduce management times by up to 50% and increase efficiency by up to 90%. Implementing these measures will restore users' confidence in the health services offered by the promotion entity.