Auditoría de la calidad a gestión de recursos humanos y calidad del servicio administrativo, en Universidad San Pedro, Chimbote – 2017

• Autor: Aquije Ramirez, Karina Janet
• Formato: tesis de maestría
• Fecha de Publicación: 2019
• Institución: Universidad Nacional de Trujillo
• Repositorio: UNITRU-Tesis
• Lenguaje: español
• OAI Identifier: oai:dspace.unitru.edu.pe:20.500.14414/14521
• Enlace del recurso: https://hdl.handle.net/20.500.14414/14521
• Nivel de acceso: acceso abierto
• Materia: Auditoría de la calidad; Gestión de recursos humanos; Calidad del servicio administrativo y proceso

ABSTRACT The purpose of this research is to determine the way in which quality audit of human resources management contributes to the quality of the administrative service at Universidad San Pedro – Chimbote, 2017. For this, a quality audit was carried out, which included a questionnaire to measure the satisfaction of administrative staff, regarding the management of human resources. And, a questionnaire was applied to measure the satisfaction of the teaching staff and students, regarding the quality of the administrative service. The result was the identification of nonconformities, which prevent the development of a quality administrative human resource: competent, conscious and satisfied; which impacts the quality of the administrative service, generating dissatisfaction in teachers and students. Then, corrective actions were suggested, which led to the analysis of the causes, of nonconformities, and the implementation of corrective action plans. Concluding, that quality audit to human resources management, contributes to the quality of the administrative service at Universidad San Pedro – Chimbote, 2017, by promoting the implementation of corrective action plans, which promote good human resources practices, to achieve a human talent, that provides a quality service.