Despliegue de la calidad desde el nivel estratégico hasta el operativo en la Unidad Empresarial de Base Atención al Cliente de la Empresa Eléctrica Villa Clara
Fecha
2018
Autores
Hortueta Castro, Lester
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Editor
Universidad Central ‘‘Marta Abreu’’ de Las Villas. Facultad de Ingeniería Mecánica e Industrial. Departamento de Ingeniería Industrial
Resumen
El entorno dinámico y complejo del presente milenio, los logros científico técnicos alcanzados, el acelerado desarrollo existente en el mercado internacional así como la marcada competencia han elevado considerablemente el significado del término calidad, pasando a ser de una opción a una exigencia para las organizaciones actuales. Hoy en día la calidad es un factor determinante en los procesos de producción y servicios. Por tal razón se tomó como objeto de estudio la Unidad Empresarial de Base (UEB) Centro Integral de Atención al Cliente (CIAC) que se encuentra dentro de los procesos claves y la cual trabaja por obtener mejoras continuas en sus servicios que se traduzcan en una plena satisfacción de sus clientes. El objetivo fundamental de la investigación radica en Desplegar la planificación de la calidad, desde los objetivos estratégicos hasta los niveles operativos en la UEB Atención al Cliente de la Empresa Eléctrica Villa Clara. Para alcanzar el cumplimiento del mismo la investigación establece el marco teórico referencial utilizando un hilo conductor que aborda la planificación estratégica, su vinculación con la nueva versión de la norma NC ISO 9001:2015 de requisitos para un sistema de gestión de calidad, los fundamentales conceptos de la calidad y la utilización del QFD como herramienta avanzada de planificación, además del comportamiento de la calidad del servicio en empresas eléctricas en el mundo y Cuba. Como principal resultado se obtuvo el despliegue de la calidad en función del diagnóstico de calidad resultante.
The dynamic and complex environment of the present millennium, the technical scientific achievements, the accelerated development in the international market as well as the marked competition have considerably raised the meaning of the term quality, becoming an option to a requirement for current organizations . Nowadays, quality is a determining factor in the production and service processes. For this reason it was taken as the object of study the Business Unit of Base (UEB) Integral Center of Attention to the Client (CIAC) that is within the key processes and which works to obtain continuous improvements in its services that are translated in a full satisfaction of its customers. The fundamental objective of the research lies in Deploying quality planning, from the strategic objectives to the operational levels in the UEB Customer Service of the Villa Clara Electric Company. To achieve its fulfillment, the research establishes the theoretical reference framework using a common thread that addresses strategic planning, its link with the new version of the ISO 9001: 2015 standard of requirements for a quality management system, the fundamental concepts of the quality and the use of the QFD as an advanced planning tool, in addition to the behavior of the quality of service in electricity companies in the world and Cuba. The main result was the deployment of quality according to the resulting quality diagnosis.
The dynamic and complex environment of the present millennium, the technical scientific achievements, the accelerated development in the international market as well as the marked competition have considerably raised the meaning of the term quality, becoming an option to a requirement for current organizations . Nowadays, quality is a determining factor in the production and service processes. For this reason it was taken as the object of study the Business Unit of Base (UEB) Integral Center of Attention to the Client (CIAC) that is within the key processes and which works to obtain continuous improvements in its services that are translated in a full satisfaction of its customers. The fundamental objective of the research lies in Deploying quality planning, from the strategic objectives to the operational levels in the UEB Customer Service of the Villa Clara Electric Company. To achieve its fulfillment, the research establishes the theoretical reference framework using a common thread that addresses strategic planning, its link with the new version of the ISO 9001: 2015 standard of requirements for a quality management system, the fundamental concepts of the quality and the use of the QFD as an advanced planning tool, in addition to the behavior of the quality of service in electricity companies in the world and Cuba. The main result was the deployment of quality according to the resulting quality diagnosis.
Descripción
Palabras clave
UEB Atención al Cliente Empresa Eléctrica, Villa Clara, Atención al Cliente, Satisfacción del Cliente, NC ISO 9001:2015, Gestión de Calidad