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Taller Interactivo Caso Gestión PQRSD

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Taller Interactivo Caso Gestión PQRSD

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Una entidad pública nacional presenta un incremento del 30 % en quejas por demoras en la atención de PQRSD, acompañado de incumplimientos en los términos legales y respuestas inconsistentes entre dependencias. Esta situación ha generado baja satisfacción ciudadana y riesgo reputacional.

Created by

lorena maria arrieta garay
lorena maria arrieta garay
Colombia

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Taller Interactivo Caso Gestión PQRSD
 

Taller Interactivo Caso Gestión PQRSDOnline version

Una entidad pública nacional presenta un incremento del 30 % en quejas por demoras en la atención de PQRSD, acompañado de incumplimientos en los términos legales y respuestas inconsistentes entre dependencias. Esta situación ha generado baja satisfacción ciudadana y riesgo reputacional.

by lorena maria arrieta garay
1

Desde el enfoque de TQM, ¿cuál sería la primera acción a desarrollar en el caso Gestión de PQRSD?

2

¿El uso del diagrama Ishikawa permite identificar exclusivamente fallas tecnológicas como causa de las demoras en el caso?

3

¿Cuál de las siguientes decisiones refleja una planificación estratégica coherente con el modelo TQM para el caso?

4

En el modelo TQM, la falta de capacitación del personal puede comprometer la sostenibilidad de las mejoras implementadas.

5

¿Cuál acción refleja correctamente la implementación gradual del modelo TQM para el caso Gestión de PQRSD?

6

¿El monitoreo frecuente de los indicadores de cumplimiento permite asegurar la mejora continua?

 
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