vol. 1 núm. 1 (2012)

This research seeks to analyze the expectations and perceptions of learners on the quality of service offered by UNAD in Cartagena. It is assumed that quality refers to the properties and characteristics of possessions or services meet the needs of the consumer, is relative because each person has a different perception of it. If the possessions or service fulfills the expectations of consumers ensures loyalty to the organization and the remain on the market, therefore, it is important to know what consumers expect and what perception has once acquired the possessions or service received. To measure quality using the SERVQUAL methodology with tools that includes input and output items, tangible elements, Reliability, response capacity, Safety and empathy from which it posed questions with quantitative answers tabulated from 1 to 5. Applied instruments they give an overall rating of 4.6 on 5.0 for expectations and 3.8 on 5.0 for perceptions. The difference or gap (GAP) should be analyzed because they must tend to zero (0) which is equivalent to affirm that the consumer receives a service on the terms in which it expected to receive.

This article presents the results from a search developed by a group of students of Opción de Grado, from the program Administración de Empresas in CEAD Zipaquirá at Universidad Nacional Abierta y a Distancia (UNAD), with the purpose of make a diagnosis about the Work climate at Energías S.A. reflecting the employees perception and feelings related to the organizational orientation, corporative image, extern clients, work conditions, human talent management, team relations and balance between family and job in order to facilitate the Human Resources Area work when making decisions directed to improve the work climate. With this work, it was evident that the employees have a great sense of membership with the company; there are some appropriate work conditions, team relationships and professionalism. There are things like communication and the employees balance between family and job, which should be improved.

Cootranslaboyana, created in the South of the Department of Huila in Colombia since 1976, is a successful model of company administrative crisis has been overcome and has remained as a lender of services to its partners and the community in general in inter-municipal transport sector. The research works aim to identify successful practices, taking into account cooperative principles and cooperative social balance.

The modern organizations required executives who orientate the work team, who are motivating, who make more easy the labors of their collaborators, because in the grade they feel more accompanied, it will be reflect in their productivity. One of the biggest motivations of the individuals is having a boss that supports them, advise them, know them, a boss that is interested in their matters and they feel fully supported in any circumstance. But how is it really? How much easier is act like a leader, it seems for the comments of the employees, than in majority of enterprises leadership is really limited; often in informal conversations between su bordinates you heard comments like “really there are no leaders, but bosses” and it’s very clear, that if a boss doesn’t have special characteristics of leadership he is beyond of been a leader.

Sustainable transport arose from the need to ensure mobility, reduce atmospheric pollution and noise emissions and make cities friendly to its inhabitants. With this perspective, the urban public transport (TPCU) has high importance and how it performs in service quality is essential, because if it is right by the companies will be encouraged to use. Therefore, in the present article embodies the history, definitions and existing approaches about service quality in TPCU companies, as well as some results of research on sustainable transport concerning the quality of service in some companies providing intermediate Colombian cities and specifically in Tunja. It shows a reflection on the shortcomings TPCU as users are finding the quality of service of transport companies, related to the administration, operation and customer service policies. Additionally, an analysis of some successful cases TPCU companies worldwide (An example is Ciudad Real, Spain). Finally, contains the recommendations to relevant managers TPCU companies to increase their competitiveness and sustainability and improve the quality of life of its users.

This work summarizes the current conditions of the handmade activity in Colombia, framed from the region that leads the activity, south of the country, with the purpose of to structure a real panorama and to visualize the handmade activity as company, with projection of its market in search from a contribution to the Colombian economy as employment alternative and the artisans’ development. Reason why he/she will be carried out a prospective plan for the artisans of the municipality of Grass, as tool to reach greater level of competitiveness, starting from the identification of the internal and external aspects that you/they affect to the sector in the execution of their objective. The overall objective of this project is to “establish the future scenarios for the administration of the Msmes subsector of the handicrafts in grass,” where we intended to perform an analysis of the traditional models of existing management for the Msmes in Pasto, A prospecting of the desired scenarios for the administration of Msmes, under an alternative approach for the generation

In a globalized and complex, like today, it is necessary that managers know and use a vital tool for building the future of the organization: strategic foresight. This paper seeks to publicize their origin, the different conceptualizations of foresight, and their applications in various areas, and finally, presents one of the models and methodologies currently used in the development of prospective exercises.

This is an investigation of reflection, where through a consulting documentary sources provides the incidence of Small and Medium Enterprises (SMEs) in the Colombian economy. The research is supported by data that has been collected by different entities such as Colombian Association of Small Industries (ACOPI) CONFECAMARAS and the National Bureau of Statistics (DANE), to establish the relationship of SMEs to the economy, in that sense taken as regards the growth of Gross Domestic Product (GDP) which is rated to relational behavior of SMEs. This paper focuses on two sectors of the economy, manufacturing and trade. In the concluding part establishes the impact of small and medium enterprises in the economic process in relation to the economy, in concrete form in relation to nominal GDP in 2001.

A medical details is successful to the extent that visitor gets the doctor takes the products that his laboratory promoted and offered. Given that technological advances around the world provide access to information related to diversity of products and services, there is the possibility of adopting the figure of the virtual health visitor to provide the community of doctors access to the knowledge of new products and updating existing ones. This research, inside of subject area globalization and development company, seeks to determine the ideal characteristics of a combination of online services and personal attention, that contributes to operational effectiveness of the drug companies, that increase the coverage, low marketing expenses and training to medical strategies for market development. The study, conducted in the cities of Barranquilla and Riohacha by means of survey to 133 doctors, is a quantitative-descriptiveexploratory study, projected to the implementation of the virtual medical detail as a strategy for the promotion and development of the pharmaceutical market.

This article seeks to conduct a proportionality between the prohibition of capital reciprocity between parent company and controlled and the sacrifice that leads to the prohibition of free enterprise right enshrined in Article 333 of the constitution in order to create spaces for reflection entail to moderate the radical nature of the prohibition of allowing overlapping material realization, commensurately, the right statement.

The article discusses the importance of identifying niche markets for the academic programs of the UNAD in Ecuador, through the analysis of productive bets, the evolution of trade agreements or treaties between Colombia and Ecuador in education, as studies in Ecuador on potential student population of this country in relation to higher education. The investigation had interesting results on different universities and institutions of higher education in Ecuador with which there are conditions for the establishment of agreements, alliances or consortia with the UNAD, Colombia.

The research studies the perception of the employer for Small and Medium Enterprise - SME - registered in the Business Administration program of UNAD, CEAD Palmira, 2012, in relation to the state. It explains the perceptions of entrepreneurs in their relationship with the state and so are quantified relative percentage and cumulative. 1. perceptions of a tax group, group 2. perceptions of job order and group 3. perceptions of business and financial leverage.

This work was developed to provide the reader with new knowledge on the subject of business innovation, having as objectives: to present a first-line and also make discussion of the topic of innovation in Colombia to develop conclusions own by the reader, you have to do with the progress of our country on the issue in question. It also seeks to raise awareness regarding the merger to be made between company, state and universities to strengthen research and development (R & D) achieving results in the generation of new knowledge that will lead to business innovation.

Information and Communication Technologies (ICT) have transformed the way of managing information in business, becoming the driving forces in creating new products and services, creating value for customers and competencies for the organization’s human capital. Its scope covers the entire value chain of an enterprise, enabling gear externalities and appropriate to regional contexts, serving as support for decision-making, in a more rapid and accurate for management. The research aims to show progress in the implementation of Information and Communication Technologies (ICT) in small and medium-sized exporters in the city of Bucaramanga, establishing the importance for the development of its activities, the type of training has the staff, as well as forms of communication they use to stay connected with customers, suppliers, consultants and government agencies. Likewise, set the type of financial projections made for the purchase and replacement of ICT by SMEs, the type physical and technological infrastructure, which currently have to exchange information among different jobs in the companies.