Afectación de la deficiencia en el control a nivel a la productividad de las áreas de servicio. Diseño de un tablero de control de mando para un Instituto Integral para la Salud Visual.

Abstract

The Integral Institute for Visual Health (OPTIVISION) is located in the city of Guayaquil, province of Guayas. The company is responsible for providing all kinds of services for the prevention and solution of ophthalmological problems, it has state-of-the-art technology and a team of qualified specialists. Like any organization, it has a set of problems to solve, such as the deficiency in the control of the service areas, which can affect the profitability and competitiveness of the company. In the investigation, the processes of the productive subsystems were analyzed, based on the description of the perspectives necessary for the elaboration of the Command and Control Table. The survey was applied to 77 employees of the institution and 148 clients. Likewise, the Focus Group method was applied in order to know the deficiency in the control at the productivity level of the service areas and determine what the solution alternatives are. In the internal analysis of the company, the evaluation of the administrative and operational capacities was carried out through the internal control questionnaire. The results determined that the control risk is 53.12%, which represents a medium risk. A proposal of management indicators was developed to measure the productivity factors, as well as a Command and Control Chart for the measurement of the activities that allow detecting the productivity levels of the company.