{"id":12664,"date":"2017-12-22T10:39:51","date_gmt":"2017-12-22T10:39:51","guid":{"rendered":"https:\/\/www.ull.es\/la-universidad\/?page_id=12664"},"modified":"2025-10-16T06:30:27","modified_gmt":"2025-10-16T06:30:27","slug":"evaluacion-de-servicios","status":"publish","type":"page","link":"https:\/\/www.ull.es\/la-universidad\/fr\/calidad\/evaluacion-de-servicios\/","title":{"rendered":"Qualit\u00e9 des services"},"content":{"rendered":"<div class=\"wp-block-stackable-heading stk-block-heading stk-block-heading--v2 stk-block stk-f158f11\" id=\"calidad-de-los-servicios\" data-block-id=\"f158f11\"><style>.stk-f158f11{margin-top:24px !important}<\/style><h2 class=\"stk-block-heading__text\">Qualit\u00e9 des services<\/h2><\/div>\n\n\n\n<div class=\"wp-block-stackable-columns stk-block-columns stk-block stk-635bca1\" data-block-id=\"635bca1\"><div class=\"stk-row stk-inner-blocks stk-block-content stk-content-align stk-635bca1-column\">\n<div class=\"wp-block-stackable-column stk-block-column stk-column stk-block stk-d095c09\" data-v=\"4\" data-block-id=\"d095c09\"><style>@media screen and (min-width:768px){.stk-d095c09{flex:var(--stk-flex-grow,1) 1 calc(66.667% - var(--stk-column-gap,0px) * 1 \/ 2 ) !important}}<\/style><div class=\"stk-column-wrapper stk-block-column__content stk-container stk-d095c09-container stk--no-background stk--no-padding\"><div class=\"stk-block-content stk-inner-blocks stk-d095c09-inner-blocks\">\n<div class=\"wp-block-stackable-text stk-block-text stk-block stk-6115fb3\" data-block-id=\"6115fb3\"><p class=\"stk-block-text__text\">Les universit\u00e9s espagnoles ont r\u00e9cemment donn\u00e9 la priorit\u00e9 \u00e0 l\u2019am\u00e9lioration de la qualit\u00e9 dans tous les services dans le but d\u2019\u00e9tendre l\u2019excellence dans la gestion universitaire, en utilisant le mod\u00e8le d\u2019excellence EFQM comme r\u00e9f\u00e9rence. L\u2019adoption g\u00e9n\u00e9ralis\u00e9e du Mod\u00e8le, \u00e0 travers diverses initiatives visant \u00e0 reconna\u00eetre l\u2019excellence en gestion, permettra aux universit\u00e9s espagnoles, et \u00e0 l\u2019Universit\u00e9 de La Laguna en particulier, de s\u2019adapter \u00e0 des syst\u00e8mes d\u2019\u00e9valuation de plus en plus r\u00e9pandus et de se qualifier pour des prix et des reconnaissances.<\/p><\/div>\n\n\n\n<p>Le Mod\u00e8le europ\u00e9en d\u2019excellence sert de point de r\u00e9f\u00e9rence aux institutions pour mener une \u00e9valuation interne de la qualit\u00e9 de leur gestion par le biais d\u2019une auto-\u00e9valuation. Bien que l\u2019auto-\u00e9valuation soit destin\u00e9e \u00e0 l\u2019ensemble de l\u2019institution, elle peut \u00e9galement \u00eatre \u00e9valu\u00e9e individuellement par une unit\u00e9 ou un service. Cette auto-\u00e9valuation permettra d\u2019identifier les points forts et les axes d\u2019am\u00e9lioration, ainsi que d\u2019identifier les lacunes les plus importantes afin que des plans d\u2019action d\u2019am\u00e9lioration puissent \u00eatre sugg\u00e9r\u00e9s.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Lettres de service ULL<\/h3>\n\n\n\n<p>Les chartes de service sont des documents qui informent publiquement les utilisateurs de l\u2019objectif d\u2019une unit\u00e9 administrative ou d\u2019un service, de ce qu\u2019il fait, comment, quand et o\u00f9. L\u2019engagement qualit\u00e9 qu\u2019elle \u00e9tablit avec ses utilisateurs et la mani\u00e8re dont elle mesure la conformit\u00e9 lui permettent \u00e9galement de d\u00e9montrer l\u2019efficacit\u00e9 de son propre principe de fonctionnement.<\/p>\n\n\n\n<p><a href=\"https:\/\/riull.ull.es\/xmlui\/handle\/915\/5386\" target=\"_blank\" rel=\"noreferrer noopener\">Acc\u00e8s aux lettres de service ULL<\/a><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Certificats de qualit\u00e9<\/h3>\n\n\n\n<p>Les labels de qualit\u00e9, les certificats ou les accr\u00e9ditations garantissent qu&#039;une organisation (dans ce cas, un service universitaire) se conforme \u00e0 la r\u00e9glementation en vigueur dans le d\u00e9veloppement ou l&#039;ex\u00e9cution d&#039;un produit ou d&#039;un service. C&#039;est un signe de garantie et de s\u00e9curit\u00e9 pour les clients ou les utilisateurs et de prestige dans la soci\u00e9t\u00e9.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.ull.es\/excelencia-europea-los-servicios-la-universidad-la-laguna\/\" target=\"_blank\" rel=\"noreferrer noopener\">Sceau, certificat et accr\u00e9ditation \u00e0 l&#039;ULL&nbsp;<\/a><\/p>\n<\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-stackable-column stk-block-column stk-column stk-block stk-4552548\" data-v=\"4\" data-block-id=\"4552548\"><style>@media screen and (min-width:768px){.stk-4552548{flex:var(--stk-flex-grow,1) 1 calc(33.333% - var(--stk-column-gap,0px) * 1 \/ 2 ) !important}}<\/style><div class=\"stk-column-wrapper stk-block-column__content stk-container stk-4552548-container stk--no-background stk--no-padding\"><div class=\"stk-block-content stk-inner-blocks stk-4552548-inner-blocks\">\n<ul class=\"widget-box\">\n \t<li class=\"contacto-header\">Coordonn\u00e9es<\/li>\n \t<li><i class=\"fa fa-map-marker\"><\/i> C\/ Padre Herrera, s\/n. Bo\u00eete 456. 38200 La Laguna. S\/C de Tenerife<\/li>\n \t<li><i class=\"fa fa-phone\"><\/i> (+34) 922 31 95 06<\/li>\n \t<li><i class=\"fa fa-envelope\"><\/i> <a href=\"mailto:gerencia@ull.es\" target=\"_blank\" rel=\"noopener\">gerencia@ull.es<\/a><\/li>\n \t<li><i class=\"fa fa-list-ul\"><\/i><a href=\"http:\/\/riull.ull.es\/xmlui\/bitstream\/handle\/915\/3891\/CS_uemc.pdf\" target=\"_blank\" rel=\"noopener\"> Charte de service<\/a><\/li>\n \t<li><i class=\"fa fa-pencil-square-o\"><\/i><a href=\"https:\/\/www.ull.es\/encuestas\/index.php\/74314\/lang-es\" target=\"_blank\" rel=\"noopener\"> Enqu\u00eate de satisfaction<\/a><\/li>\n \t<li><i class=\"fa fa-archive\"><\/i><a href=\"https:\/\/sede.ull.es\/ecivilis-site\/catalog\/showProcedure\/484\" target=\"_blank\" rel=\"noopener\">Proc\u00e9dure de r\u00e9clamations, suggestions et compliments<\/a><\/li>\n<\/ul>\n<\/div><\/div><\/div>\n<\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>Qualit\u00e9 des services. Les universit\u00e9s espagnoles ont r\u00e9cemment donn\u00e9 la priorit\u00e9 \u00e0 l&#039;am\u00e9lioration de la qualit\u00e9 de tous leurs services afin de renforcer l&#039;excellence de leur gestion universitaire, en utilisant le mod\u00e8le d&#039;excellence EFQM comme r\u00e9f\u00e9rence. L&#039;utilisation g\u00e9n\u00e9ralis\u00e9e de ce mod\u00e8le, \u00e0 travers diverses initiatives de reconnaissance, a\u2026<\/p>","protected":false},"author":1,"featured_media":0,"parent":1339,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"templates\/template-100-width.php","meta":{"footnotes":""},"class_list":["post-12664","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/pages\/12664","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/comments?post=12664"}],"version-history":[{"count":8,"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/pages\/12664\/revisions"}],"predecessor-version":[{"id":16510,"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/pages\/12664\/revisions\/16510"}],"up":[{"embeddable":true,"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/pages\/1339"}],"wp:attachment":[{"href":"https:\/\/www.ull.es\/la-universidad\/fr\/wp-json\/wp\/v2\/media?parent=12664"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}