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DISEO DE LOS INDICADORES DE GESTIN BAJO EL MODELO BALANCED SCORECARD PARA CENTROS

DE CONTACTOS EN LA CIUDAD DE MEDELLN

DISEO DE LOS INDICADORES DE GESTIN BAJO EL MODELO BALANCED SCORECARD PARA CENTROS
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PROCESOS DE DIRECCIN
C

L
I
E
N
T
E

MERCADEO

PLANEACIN
ESTRATGICA

REVISIN
POR
GERENCIA

MEJORA
CONTINUA

PROCESOS DE REALIZACIN

SOLICITUD

ANLISIS

DISEO

MONTAJE

PROCESOS DE APOYO
CONTROL
CALIDAD

CONTRALORA
Y
CONTABILIDAD

DE

CONTROL
DE
DOCUMENTOS Y
DATOS

CONTROL
DE
REGISTROS

COMPRAS

DESARROLLO
HUMANO

MANTENIMIENTO

SERVICIO

PAGOS Y
FACTURACIN

NMINA

COMUNICACIONES

ASESORA
JURDICA
SELECCIN DE
PERSONAL

TECNOLOGA

L
I
E
N
T
E

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