Revisión sistemática en servicio al cliente y contratación de aprendices en la experiencia de formación para el trabajo, del centro de comercio y servicios, SENA regional Atlántico
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Fecha
2020
Autores
Gutiérrez Vivius, Kelly María
Pava García, Antonio
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
Desde 1957 con la creación del Servicio Nacional de Aprendizaje (SENA), institución enfocada en la formación laboral, que posteriormente fue llamada formación para el trabajo, es sus diferentes niveles, se fortaleció con las competencias laborales de la mano con el observatorio laboral. A nivel nacional, los aprendices realizaban su formación en dos etapas una lectiva y una de práctica, y devengan salarios con sus prestaciones sociales. En los últimos ocho años ha sufrido cambios, la contratación de aprendices en su fase de práctica ofrece un subsidio de sostenimiento. Por otro lado, la revisión sistemática, se seleccionaron dos categorías: Servicio al cliente y Contrato de Aprendizaje, consultaron N = 63 documentos entre artículos de investigación, tesis doctoral, de maestría, en diversas bases de datos como repositorio de la Universidad Simón Bolívar, biblioteca virtual Universidad Simón Bolívar, Scielo y Scopus. De lo, el número de documentos aceptados n=36, los cuales cumplieron los parámetros de criterios de inclusión, esta revisión se realizó en tres fases, la primera fase fue el diseño de la pregunta a resolver, la segunda fase fue la búsqueda y localización de los documentos a través de filtros, estudiando, analizando, aceptando y rechazando documento de acuerdo a los criterios de inclusión, y la última fase, la redacción de los resultados. Se concluyó que el servicio a empresas para la vinculación de aprendices ofrece la oportunidad de desarrollar metodologías y técnicas de servicio, en el que no solo se apoye la articulación entre el sector empresarial y el educativo, sino que realmente logre la inserción laboral de una manera fácil, ágil y efectiva del recurso humano certificado por las entidades de formación para el trabajo.
Since 1957 with the creation of SENA, an institution focused on job training, which was later called job training, at its different levels, it was strengthened by job skills hand in hand with the labor observatory. At the national level, where workers students carried out their training in two stages: training and practice, they used to earn full wages with their social benefits. In the last eight years has undergone changes. The hiring of apprentices in their practice phase offers a maintenance subsidy. On the other hand, customer service in one way or another acts as a mechanism that affects the hiring of apprentices. The objective of this review was to describe the Systematic Review in Customer Service and Recruitment of Apprentices in the Training for Work Experience. In this systematic review, two categories were selected: Customer Service and Learning Contract, were consulted N = 63 documents among research articles, doctoral thesis, master's degree, in various databases, such as Simón Bolívar University repository, Simón Bolívar University virtual library, Scielo and Scopus. The number of accepted documents n = 36, which met the inclusion criteria parameters, this review was carried out in three phases, the first phase was the design of the question to be solved, the second phase was the search and location of the documents through filters, studying, analyzing, accepting and rejecting the document according to the inclusion criteria, and the last phase. It was concluded that the service to companies for the hiring of apprentices offers the opportunity to develop service methodologies and techniques, in which the articulation between the business and educational sectors is not only supported, but actually achieves job insertion in an easy, agile and effective way for the human resources certified by training entities for work.
Since 1957 with the creation of SENA, an institution focused on job training, which was later called job training, at its different levels, it was strengthened by job skills hand in hand with the labor observatory. At the national level, where workers students carried out their training in two stages: training and practice, they used to earn full wages with their social benefits. In the last eight years has undergone changes. The hiring of apprentices in their practice phase offers a maintenance subsidy. On the other hand, customer service in one way or another acts as a mechanism that affects the hiring of apprentices. The objective of this review was to describe the Systematic Review in Customer Service and Recruitment of Apprentices in the Training for Work Experience. In this systematic review, two categories were selected: Customer Service and Learning Contract, were consulted N = 63 documents among research articles, doctoral thesis, master's degree, in various databases, such as Simón Bolívar University repository, Simón Bolívar University virtual library, Scielo and Scopus. The number of accepted documents n = 36, which met the inclusion criteria parameters, this review was carried out in three phases, the first phase was the design of the question to be solved, the second phase was the search and location of the documents through filters, studying, analyzing, accepting and rejecting the document according to the inclusion criteria, and the last phase. It was concluded that the service to companies for the hiring of apprentices offers the opportunity to develop service methodologies and techniques, in which the articulation between the business and educational sectors is not only supported, but actually achieves job insertion in an easy, agile and effective way for the human resources certified by training entities for work.
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Palabras clave
Servicio al cliente, Contratación aprendiz, SENA, Customer service, Apprentice recruitment
