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7/17/2019 Cultura Estadistica
http://slidepdf.com/reader/full/cultura-estadistica-568e84efc4e86 1/38
FACULTAD DE INGENIERIA
ESCUELA ACADÉMICO PROFESIONAL DE INGENIERIA INDUSTRIAL
INFORME ESTADÍSTICO
CICLO LOGISTICO EN LA OPTIMIZACION DE LOS PROCESOS DE RECHAZODE LA EMPRESA DIGALIMENTA S.A.C EN EL PERIODO 2014
AUTORES:
1. Jarami! Ramir"#$ J%a&
2. Or'"(a C%a)arr"a$ J*a&+. R!,a", -!ra$ Car!,
4. Si/a Caa"r!$ "&
3. ara T!rr",$ R"&a'!
ASESOR:
LUIS ANTONIO DURAND ROMERO
LIMA5PER62014
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2
Dedicatoria
E )r","&'" 'raa! ," a 7"7i8am!,
a &*",'r!, )a7r", 9*i"&", ,!&
'",'i(!, 7" a *8%a 7iaria "&'r" "
'raa! " ",'*7i!$ 8!m! 'ami&
a &*",'r! )r!;",!r )!r ,* 8!&,'a&'"a)!! "& a r"ai#a8i<& 7" ",'"
)r!"8'!.
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+
ÍNDICE
D"7i8a'!ria======================================== 2
I&'r!7*88i<&======================================.... 3
CAPITULO I
PLANTEAMIENTO DEL PRO-LEMA
1.1 Im)!r'a&8ia *,'i>8a8i<& 7"
)r!"ma===================... ?1.1.1 A8a&8" 7" a
i&/",'i(a8i<&======================= ?1.1.2 D"imi'a8i!&", 7" a
i&/",'i(a8i<&==================.. ?
1.2 F!rm*a8i<& 7")r!"ma============================.. @
1.+. O"'i/!, 7" ai&/",'i(a8i<&===========================. @
1.+.1.
G"&"ra",================================= @
1.+.2.E,)"8>8!,================================.. @
1.4. Mar8!8!&8")'*a=================================.. @
CAPITULO II
MARCO METODOLBGICO
2.1.Hi)<'",i,=======================================
2.2.aria",=======================================
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2.+. Ma'ri# 7" !)"ra8i!&ai#a8i<& 7"/aria",==================.=.. 10
2.4. M"'!7!!(a D" La
I&/",'i(a8i<&======================..==. 10 2.4.1. M'!7!, 7"i&/",'i(a8i<&======================== 10
2.3. Ti)!, 7"i&/",'i(a8i<&===============================. 11
2.?. Di,"! D"I&/",'i(a8i<&==============================.
112.@. P!a8i<& m*",'ra=====================................................11
2.. I&,'r*m"&'!, '8&i8a, 7" r"8!"88i<& 7" 7a'!,=========....====== 12
CAPITULO III
CUESTIONARIO: GRFICOS RESULTADOS DE LA ENCUESTAS
+.1. Pr"(*&'a,=============================..========.. 14
CAPITULO IV
C!&8*,i!&",======================================== 2
CAPITULO V
ANEOS
3.1 Ma'ri# 7" !,7a'!,==================================.+1
3.2C*",'i!&ari!====================================..=. +2
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3
ORDENAMIENTO POR DIMENSIONES+3
INTRODUCCIÓN
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a, "m)r",a,$ )*", 7" ,* 7",arr!! ,*r("& a, i&m"&,a, !)!r'*&i7a7",
7" r"&'aii7a7 !)'imi#a8i<& 7" &i/"", 7" i&/"&'ari!$ 7" ">8i"&8ia
!)'imi#a8i<& 7" a r"7 7" 7i,'ri*8i<& 7" 7i;"r"&8ia8i<& a&'" " 8i"&'"
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">8i"&'" 8!& " >& 7" &! i&8*rrir "& 8!,'!, i&&"8",ari!, 7" )r!7*88i<&
!'"&"r *&a *'ii7a7 7" 'i"m)! *(ar "& a 7i,'ri*8i<& 7" )r!7*8'!.
La *"&a )a&i>8a8i<& 7" !, )r!8",!, !(,'i8!, )"rmi'" 9*" a "m)r",a
)*"7a "&'r"(ar a 8a&'i7a7 <)'ima 7" )r!7*8'! "& " *(ar i&7i8a7!$ "&
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a%!rr!, ("&"ra&7! ma!r", *'ii7a7",
D" a ,i'*a8i<& )a&'"a7a "& " )rra;! a&'"ri!r$ a "m)r",a DIGALIMENTA
S.A.C. im)!r'a&'" "m)r",a 7"r 7" Di,'ri*8i<& "& " )a, Gr*)! "(a$
"8*,i/! 7" a &"a 7" PROCTER GAM-LE$ NESTLE mar8a, 7"r", "&
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"&'r" a, r"a, 9*" i&'"ra8'a&K ,i& "mar(! &! ," ",' 8!&'r!a&7! !,
)r!8",!, ">8i"&'"m"&'"$ a 9*" a "m)r",a &! 8*"&'a 8!& a '"8&!!(a
a7"8*a7a$ ", )!r "! &! " )"rmi'" '"&"r m"!ra, "& ,*, 7i;"r"&'",r"a,. E& 8!&8*,i<& a "m)r",a 'i"&" 7"m!ra, "& !, 7i;"r"&'", )r!8",!,
7" 7i,'ri*8i<& 7" )r!7*8'!,.
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CAPITULO I
PLANTEAMIENTO DEL PROLEMA
1!1! I"#orta$cia % &'(ti)caci*$ de +a i$,e(ti-aci*$
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i"& ! ,"r/i8i! '"&"r!, 7i,)!&i",. Si&! 9*" 'ami& i&*" "& a
!'"&8i<& 7" *'ii7a7 )ara " "&">8i! 7" a "m)r",a.
La *,'i>8a8i<& 7" a )r","&'" i&/",'i(a8i<& ", 7"'"rmi&ar *& m!7"! 7"
(",'i<& 9*" )"rmi'a ,!*8i!&ar !, )r!"ma, 7" aa,'"8imi"&'! a !,
9*" ," "&;r"&'a a "m)r",a DIGALIMENTA S.A.C. Ca*,a&7! r"'ra,! "& a
)r!7*8'i/i7a7. E,'a )r!"m'i8a ,*r(" a ra# 7" a ;a'a 7" )a&"a8i<&
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9*" " )"rmi'a '"&"r *& m"!r 7","m)"! "& ",'a r"a.
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)*"7a& i7"&'i>8ar !, ;a8'!r", 7" ma!r 'ra,8"&7"&8ia "& " 8i8!
!(,'i8! " )"rmi'a a a "m)r",a !'"&"r *& m!7"! ">8i"&'" "& " 9*"
," a7mi&i,'r"& 7" ma&"ra a7"8*a7a !, r"8*r,!, 7" ",'a ;!rma 7ar m,
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r"a L!(,'i8a a a, r"a, 8!& a, 9*" i&'"ra8'a&$ "& a "m)r",a SML
PERU S.A.C. )!r9*" ," a,a "& " ",'*7i! 7" a, a8'i/i7a7", !(,'i8a,
i&'"r&a, 7" )r!7*88i<&$ aa,'"8imi"&'! 7i,'ri*8i<& 7" "'i9*"'a,
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a !r(a&i#a8i<&.
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," a&ai#ara " )r!8",! !(,'i8! 7" a "m)r",a.
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C<m! i&*" " 8i8! !(,'i8! "& a !)'imi#a8i<& 7" 'i"m)!, "& "
r"8%a#! 7" a m"r8a7"ra "& a Em)r",a DIGALIMENTA S.A.
1!/ O.&eti,o(
1!/!1! O.&eti,o e$era+:
D"'"rmi&ar 8!m! " 8i8! !(,'i8! i&*" "& a !)'imi#a8i<& 7"
'i"m)!, "& " r"8%a#! 7" a m"r8a7"ra "& a Em)r",a DIGALIMENTA
S.A.C
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Dia(&!,'i8ar a ,i'*a8i<& a8'*a 7" 8i8! !(,'i8! 7" a "m)r",aDIGALIMENTA S.A.C. A 'ra/, 7" a)i8a8i<& 7" '8&i8a, 7" r"8!"88i<&
7" 7a'!,.
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a8'!,$ a88i!&",$ ,*8",!, ! %"8%!, 9*" 7""& &"8",ariam"&'"
,*8"7"r," )ara 8!m)"'ar *& >& ",)"8>8!. T!7!, ",'!, )a,!, !
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,"8*"&8ia ,im*'&"a. Pr!8",! ", *& 'rmi&! 9*"$ ,i i"& )!7"m!,
7">&ir 8!m! ! %"m!, %"8%! 7" ma&"ra )r"8i,a$ r">"r" a 7i;"r"&'",>&", ,"(& ,!r" 9* ",'"m!, %aa&7!.
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",)a! 9*i"r" 7"8ir: Xa88i<&Y$ X;*"r#aY$ X)r!7*88i<&Y. S" 7">&" 8!m! Xa
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7"'"rmi&a7! 8!& " m&im! 7" r"8*r,!, )!,i", /ia"Y. N! 7""
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!, !"'i/!, )r!)*",'!, )!r a mi,ma. Para "! *&! ! m, i&7i/i7*!,7iri("& !, )r!"8'!, a!ra", 7" !'ra, )"r,!&a, )ara )!7"r m"!rar
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10
CAPITULO II
MARCO METODOLÓICO
2!1 8IPOTESIS
e$era+
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E(#ec)co(
9 La ">8i"&8ia "& a 7i,'ri*8i<& 7" a, 7"/!*8i!&", 7" a'"&8i<&)"r8ii7a )!r !, 8i"&'", 7" DIGALIMENTA S.A.C
9 La 8ai7a7 7" a'"&8i<& )"r8ii7a )!r !, 8i"&'", 7" DIGALIMENTAS.A.C
2!2 VARIALES
IDENTIFICACION DE VARIALES
VARIALE INDEPENDIENTE 5VI6
5 Cai7a7 7" ,"r/i8i!: 5 E>8i"&8ia 7" r"a 7" ama8& 7i,'ri*8i<& "& " )r!8",! 7"7"/!*8i<& 7" m"r8a7"ra.
5 8!&>aii7a7
VARIALE DEPENDIENTE 5VD6
5 Sa'i,;a88i<& )"r8ii7a:5 Ni/" 7" ,a'i,;a88i<&
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2!/ MATRI: DE OPERACIONALI:ACIÓN DE VARIALES
2!4! METODOLOÍA DE LA INVESTIACIÓN
2!4!1! M;todo( de i$,e(ti-aci*$
E& ",'a i&/",'i(a8i<& ," *'ii#ara !, ,i(*i"&'", m'!7!,:
M;todo( de o.(er,aci*$< ," !,"r/< !, )r!8",!, "
8!m)!r'ami"&'! 7" )"r,!&a )ara '"&"r *& )a&!rama m, am)i!7" !"'! 7" ",'*7i! )!7"r )a&'"ar !, )r!8"7imi"&'!,
a7"8*a7!, )ara a m"!ra 8!&'i&*a.
M;todo( de i$d'cci*$ = ded'cci*$$ )ar'i"&7! 7" ! )ar'i8*ar a
! ("&"ra$ *'ii#a&7! " ra#!&ami"&'! )ara !'"&"r 8!&8*,i!&",
)ar'i8*ar", 7" )r!"ma 8!m! ! ,!& a, ;aa, "& " 8i8! !(,'i8!
7" a "m)r",a ,*"'a a ",'*7i!$ 8!& " >& 7" "(ar a *&a ! /aria,
,!*8i!&", 7" ("&"ra",.
VARIALE INDICADOR INDICE ESCALA DEMEDICION
Varia.+e(i$de#e$die$te5VI6
5 Cai7a7 7","r/i8i!5 Gra7! 7"">8i"&8ia
5 E>8i"&8ia 7"r"a 7" ama8& 7i,'ri*8i<& "& "
)r!8",! 7"7"/!*8i<& 7"m"r8a7"ra
5 C!&>aii7a7
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2. 7",a8*"r7!
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La a)i8a8i<& 7" )r!8"7imi"&'! 7" (",'i<& m"!rar ,i(&i>8a'i/am"&'" "
8i8! !(,'i8! "& " )r!8",! 7" r"8%a#! 7" m"r8a7"ra a7"m,
8!&'ri*ir "& a !)'imi#a8i<& 7" !, 'i"m)!, 7" a "m)r",a DIGALIMENTA
S.A.C. "& " )"ri!7! 2014.
M;todo de a$>+i(i( = ($te(i($ ",'*7ia&7! 7" ;!rma i&7i/i7*a 8a7a *&!
7" !, a&'"8"7"&'",$ %"8%!,$ )r!8",!, ;"&<m"&!, a&ai#a7!,
",'*7ia7!, "& ,* '!'ai7a7 8!& " >& 7" 7ar *&a r",)*",'a a )r!"ma
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De"ora de #rod'cto( (a+ido( de a+"ac;$
P!r8"&'a"
I$ter#retaci*$ D" a "&8*",'a$ " 4 7" )"r,!&a, a>rma 9*" a7"m!ra 7" )r!7*8'!, ,ai7!, 7" ama8& ," 7"m!ra& 10 mi&$ mi"&'ra,9*" " +4 a>rma 9*" 7"m!ra& 13 mi& "& ,air 7" ama8&$ )!r 'im!" 22 7i8" 9*" ,!! ," 7"m!ra& 3 mi&.
14 Co$Ga (eria"e$te e$ +a co"#aa a+ "o"e$to de rea+i7ar
+o( #edido(K
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Ta.+a 14F'e$te( Porce$ta&e 56
SI 12 24 NO /
T!'a ?0 100
F*"&'": Ci"&'", i&'"r&!, 7" a "m)r",a Di(aim"&'a S.A.C.Ea!ra7! )!r: Ea!ra8i<& )r!)ia
SI N!0
10
20
+0
40
30
?0@0
0
24
@?
CONFÍA SERIAMENTE EN LA COMPABÍA
P!r8"&'a"
I$ter#retaci*$ E 24 7" a, )"r,!&a, "&8*",'a7a, 7i"r!& 9*" ,i8!&;a& "& a 8!m)aa$ mi"&'ra, 9*" " @? 7i"r!& 9*" &! 8!&;a& "& a8!m)aa.
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1? E(t> de ac'erdo co$ +o( #recio( #'e(to( #or +a co"#aae$ e+ (ector de ,e$ta(K
Ta.+a 1?F'e$te( Porce$ta&e 56SI 24 4 NO 2 ?2
T!'a ?0 100
F*"&'": Ci"&'", i&'"r&!, 7" a "m)r",a Di(aim"&'a S.A.CEa!ra7! )!r: Ea!ra8i<& )r!)ia
Si N!43
4?
4@
4
4
30
31
32
3+
4
32
LOS PRECIOS DE LA COMPABÍA EN VENTAS
P!r8"&'a"
I$ter#retaci*$ E 32 7" )"r,!&a, "&8*",'a7a, r",)!&7i"r!& 9*" &!
",'& 7" a8*"r7! 8!& !, )r"8i!, )*",'!, )!r a 8!m)aa$ mi"&'ra, 9*"" 4 7" )"r,!&a, r",)!&7i"r!& 9*" ,i ",'& 7" a8*"r7! 8!& !, )r"8i!,)*",'!, )!r a 8!m)aa.
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+1
CAPITULO IV
CONCLUSIONES!
C!&8*im!, 9*" a "m)r",a Di(aim"&'a SAC &! 'i"&" )"r,!&a
8a)a8i'a7! a7"m, &! 8*"&'a 8!& a '"8&!!(a a)r!)ia7a )ara
9*" ," )*"7a 8*m)ir *& *"& 8i8! !(,'i8! a8a&#ar a'!,
&i/"", 7" ">8i"&8ia. A7i8i!&a a "! ," 8!&8*" 9*" " 8i8! !(,'i8! 7" a "m)r",a
Di(aim"&'a S.A.C. ", i&'"rr*m)i7! "& m*8%a, !8a,i!&", 7"i7! a
ma ma&"! 7" !, )r!8",!,$ ",'a 'ra" 8!&,i(! !, 8!&!8i7!,
r")r!8",!,Q$ ("&"ra&7! 8!,'!, a7i8i!&a", a a "m)r",a.
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ANEOS
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CAPITULO V
ANEOS!
3.1. MATRIZ DE LOS DATOS SSPS
Vi(ta de dato(
Vi(ta de ,aria.+e(
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?!2! CUESTIONARIO
CICLO LOISTICO EN LA OPTIMI:ACION DE LOS PROCESOS
DE REC8A:O DE LA EMPRESA DIALIMENTA S!A!C EN EL
PERIODO 2014
OQETIVOS Sa"r 8* ", " 8i8! 9*" ," "/a "& !, )r!8",!, 7"
r"8%a#!, 7" a "m)r",a DIGALIMENTA S.A.C.
INSTRUCCIÓN E,'" 8*",'i!&ari! %a ,i7! 7i/i7i7! "& 2 ,"88i!&",
)ri&8i)am"&'": E& a )rim"ra )ar'" '"&"m!, !, 7a'!, )"r,!&a", "& a
,"(*&7a )ar'" '"&"m!, !, 7a'!, ("&"ra",.
A(ra7"8"ram!, 9*" r",)!&7a a '!7a, a, )r"(*&'a, 7" a8*"r7! a ,*
)"r8")8i<&. R",)!&7a a a, )r"(*&'a, mar8a&7! ,!! *&a !)8i<&. Em)""
a)i8"r! )ara r""&ar " 8*",'i!&ari!.
A. DATOS GENERALES:
N!mr", A)"i7!,: ==================.
======......................
E7a7: ===== S"!: F M
-. DATOS ESPEC[FICOS:
1. Cr"" *,'"7 9*" "& a 7i,'ri*i7!ra " )r!8",! )ara a 7"/!*8i<&
7" m"r8a7"ra ", ">8i"&'"
a Si N!
2. C* ", " )a,! 9*" " '!ma m, 'i"m)! )ara %a8"r a 7"/!*8i<&
7" m"r8a7"raa Ama8& Si,'"ma,
+. C* ", " m!'i/! m, *,a7! )!r " 8i"&'" )ara r"8%a#ar ,*
)"7i7!a Si& 7i&"r!
C"rra7!8 N! 8!&;!rm"
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4. \*i& 'i"&" m, r",)!&,aii7a7 "& " r"8%a#! 7" m"r8a7"ra$ "8i"&'" ! a 7i,'ri*i7!ra
a Ci"&'" Di,'ri*i7!ra
3. C<m! ", " ,"r/i8i! 7" a 7i,'ri*i7!ra 8!& ,*, 8i"&'",a -*"&! R"(*ar8 Ma!
?. S" "&8*"&'ra 8!&;!rm" 8!& " ,"r/i8i! r"8ii7! )!r a 8!m)aaa Si
N!
@. C* ", " )r!7*8'! 9*" m, ,a" a a /"&'aa Aim"&'!, -"i7a,8 Taa8!
. E,' 7" a8*"r7! 8!& a 8ai7a7 7" !, )r!7*8'!, !;r"8i7!,
a Si N!
. \* 8r"" 9*" ," )!7ra 8amiar )ara *&a m"!ra "& a 8!m)aaa C!rr"8'a 7i,'ri*8i<& -*"&a !r(a&i#a8i<&8 P"r,!&a 8a)a8i'a7!
10.Cr"" 9*" a 8ai7a7 7" !, )r!7*8'!, ", a 8!rr"8'a )ara *,'"7a Si N!8 Ta /"#
11.A(*&a /"# a "m)r",a &! %a "(a7! a "&'r"(ar ,* )r!7*8'!a Si"m)r" Ca,i ,i"m)r"8 R"(*arm"&'"7 Ca,i &*&8a" N*&8a
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12.Cr"" 9*" a 7"m!ra ," 7"" a )r!"ma, 7" !r(a&i#a8i<&a Si E, )!,i"8 N!
1+.C*&'! 7"m!ra a "&'r"(a 7" )r!7*8'! *&a /"# ,ai7! 7"ama8&a 13 mi& 10 mi&8 3 mi&
14.C!&;a ,"riam"&'" "& a 8!m)aa a m!m"&'! 7" r"ai#ar ,*,)"7i7!,a Si N!
13.E,' 7" a8*"r7! 8!& !, )r"8i!, )*",'!, )!r a 8!m)aa "& ","8'!r /"&'a,a Si N!
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DIMENSIONES DE CALIDAD DE SERVICIO DE LA EMPRESA
DIALIMENTA S!A!C EN EL PERIODO 2014
R"ai#ar a /a!ra8i<& 7" a8*"r7! a !, ,i(*i"&'", /a!r",:
1. E& '!'a 7",a8*"r7! 2. D",a8*"r7! +. I&7i;"r"&'" 4. D" a8*"r7!
3. T!'am"&'" 7" a8*"r7!
DIMENSION 1 ELEMENTOS TANILES
1. \*i& 'i"&" m, r",)!&,aii7a7 "& " r"8%a#! 7" m"r8a7"ra$ "8i"&'" ! a 7i,'ri*i7!ra
2. Cr"" 9*" a 7"m!ra ," 7"" a )r!"ma, 7" !r(a&i#a8i<&
+. E,' 7" a8*"r7! 8!& !, )r"8i!, )*",'!, )!r a 8!m)aa "& ","8'!r /"&'a,
4. Cr"" *,'"7 9*" "& a 7i,'ri*i7!ra " )r!8",! )ara a 7"/!*8i<&
7" m"r8a7"ra ", ">8i"&'"3. Cr"" 9*" a 8ai7a7 7" !, )r!7*8'!, ", a 8!rr"8'a )ara *,'"7
DIMENSION 2 CONFIAILIDAD
?. A(*&a /"# a "m)r",a &! %a "(a7! a "&'r"(ar ,* )r!7*8'!
@. C* ", " m!'i/! m, *,a7! )!r " 8i"&'" )ara r"8%a#ar ,*
)"7i7!
. S" "&8*"&'ra 8!&;!rm" 8!& " ,"r/i8i! r"8ii7! )!r a 8!m)aa
. E,' 7" a8*"r7! 8!& a 8ai7a7 7" !, )r!7*8'!, !;r"8i7!,
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DIMENSION / CAPACIDAD DE RESPUESTA
10. C<m! ", " ,"r/i8i! 7" a 7i,'ri*i7!ra 8!& ,*, 8i"&'",
11. C* ", " )a,! 9*" " '!ma m, 'i"m)! )ara %a8"r a 7"/!*8i<&7" m"r8a7"ra
12. C*&'! 7"m!ra a "&'r"(a 7" )r!7*8'! *&a /"# ,ai7! 7"ama8&
DIMENSION 4 SEURIDAD
1+. C!&;a ,"riam"&'" "& a 8!m)aa a m!m"&'! 7" r"ai#ar ,*,)"7i7!,
DIMENSION ? EMPATIA14. \* 8r"" 9*" ," )!7ra 8amiar )ara *&a m"!ra "& a 8!m)aa
13. C* ", " )r!7*8'! 9*" m, ,a" a a /"&'a