Optimización de tiempos para mejorar la percepción del servicio en atención al usuario en el Hospital Universitario Mayor MÉDERI Thesis

short description

  • Undergraduate thesis

Thesis author

  • Garcia Castro, Lina Maria


  • The Hospital Universitario Mayor Méderi (HUM) has different areas for the attention of its users. One of the areas where various problems have been presented has been the area of Customer Service or customer service, where users complain about the delays in the queues that must be made to request an appointment (Assignment of Appointments), request a clinical history (Clinical Histories), access the billing service (Billing) and give them the stamp to visit a hospitalized person (Stamps), which has generated dissatisfaction, dissatisfaction and complaints from users.In this work a proposal of logistic tools is developed that diminish the waiting times and improve the productivity of the workers, as well as the satisfaction of the user in the University Hospital Mayor Méderi by means of analysis of the waiting times of the users. Key Words: provision of services, queuing theory, customer service, assignment of appointments, medical records, stamps.

publication date

  • September 23, 2019 4:49 PM


  • Customer service
  • Provision of services
  • Queuing theory

Document Id

  • 8f1298bf-1d65-4412-8642-792727e7d2e9