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Sumario evaluación y modelos
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Todo resúmenes de la asignatura incluidos los modelos obligatorios.
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3 EDUCACIÓN SOCIAL.UNIVERSIDAD DE MURCIA
Apuntes realizados por
(2092) CRISTINA BERNABE
HERNANDEZ
EVALUACIÓN DE SERVICIOS Y 2022/2023
PROFESIONALES DE LA
EDUCACIÓN SOCIAL
Profesor: José Luís Vila Arocena
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,ÍNDICE
1. CONCEPTOS CLAVE EN LA ASIGNATURA .................................................................4
2. ¿QUÉ ES EVALUAR? ...............................................................................................8
2. 1. DOS ENFOQUES COMPLEMENTARIOS ............................................................................. 10
2. 2. CRITERIOS GLOBALES ....................................................................................................... 11
3. ¿QUÉ EVALUAR? .................................................................................................14
4. ¿PARA QUÉ EVALUAR SERVICIOS? .......................................................................16
4. 1. PARADIGMAS ................................................................................................................... 18
4. 2. FUNCIONES DE LA EVALUACIÓN...................................................................................... 20
5. CONSIDERACIONES PREVIAS .....................................................................30
6. TIPOS DE EVALUACIÓN DE SERVICIOS ..................................................................42
7. ¿CÓMO EVALUAR? MODOS GENERALES ..............................................................44
8. CONDICIONES DE LA EVALUACIÓN .......................................................................46
8. 1. SU CONTEXTO .................................................................................................................. 46
8. 2. ELEMENTOS DEL PROCESO .............................................................................................. 48
8. 3. EL MOMENTO DEL PROCESO ........................................................................................... 50
8. 4. FASES DEL PROCESO ........................................................................................................ 51
8. 4. 1. FORMULACIÓN...................................................................................................................... 51
8. 4. 2. ESTRUCTURA Y DISEÑO ........................................................................................................ 54
8. 4. 3. RECOGIDA Y ANÁLISIS DE DATOS ......................................................................................... 56
8. 4. 4. EXTRACCIÓN DE CONCLUSIONES.......................................................................................... 59
8. 4. 5. COMUNICACIÓN DE DATOS .................................................................................................. 62
8. 4. 6. UTILIZACIÓN DE LOS RESULTADOS....................................................................................... 64
9. MODELOS ...........................................................................................................66
9.1. MODELO TECNOLÓGICO................................................................................................... 66
9. 2. MODELO SISTÉMICO ........................................................................................................ 68
9. 3. MODELO SERVQUAL ........................................................................................................ 70
9. 4. MODELO DE EVALUACIÓN SEGÚN CRITERIOS ................................................................. 73
9. 5. MODELO DE CUARTA GENERACIÓN ................................................................................ 76
9. 6. MODELO DE SERVICIO AL CLIENTE .................................................................................. 81
9. 7. MODELO EFQM ................................................................................................................ 85
9. 8. MODELO DE EVALUACIÓN NEGOCIADORA ..................................................................... 90
9. 9. MODELO LIBRE DE OBJETIVOS ......................................................................................... 92
9. 10. MODELO NEOLIBERAL ................................................................................................... 98
9. 11. MODELO DEMOCRÁTICO, SOCIAL Y PARTICIPATIVO ................................................... 100
9. 12. MODELO CRÍTICO......................................................................................................... 105
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