Modelo de gestión del conocimiento en la cadena productiva de las entidades prestadoras de servicios de salud

Abstract

In this article, an adequate knowledge management model is formulated and presented based on the dynamic model of knowledge creation of Nonaka and Takeuchi, for the improvement of the productive chain of health providers with quality assurance in the user care services, taking into account their importance, and the inefficiency that occurs when accessing them, for this, the diagnosis and analysis of the quality of the health service is carried out, taking into account that the result of the same it is related to the efficiency of the links and actors of the production chain, which provides the parameters for the creation of the CG model, the architecture and therefore its respective adaptation. After this, two multidimensional tools for measuring the quality of the service are mentioned, SERVQUAL for the measurement and evaluation of the quality of the customer service provided to users and SERVQHOS the evaluation of the perception of the quality of the service, with which the Health provider entities will be able to evaluate and analyze the effectiveness of the proposed model and the processes to be improved in the production chain and also promote the creation of a permanent knowledge society in the organization.