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The purpose of this work is to develop an improvement proposal for the Quality Improvement Audit Program (PAMEC) of the SOS SALUD SAS assistance center. For this purpose, a diagnosis of the current situation, an improvement proposal through the PHVA method and the structuring of an evaluation model of priority processes, within the strategy of continuous quality improvement, towards the assurance of the expected results in the attention focused on the user, must be developed. The main objective is to achieve customer satisfaction within an environment of safety and quality through care risk management. The aim is to involve stakeholders to encourage and promote the broad participation of each and every one of the members of the entity to promote the culture of quality and self-control.
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Je voudrais dédier ce travail à DIEU tout puissant qui me donne la paix de l'esprit pour avoir confiance et espérer en lui, à ma famille, pour avoir été un pilier à tout moment de ma vie, pour m'avoir donné les meilleurs moments qui aujourd'hui, malgré la distance, me renforcent et me poussent chaque jour à être meilleur, à ma chère s¿ur, pour avoir toujours cru en moi.
