Implementación del enfoque a procesos en las actividades de Venta e Instalación de Pizarras Privadas en la Dirección Territorial de ETECSA Ciego de Ávila
Fecha
2009-06-25
Autores
Trujillo Ondarza, Yadian
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Editor
Universidad Central "Marta Abreu " de Las Villas
Resumen
La presente investigación se desarrolla en la Dirección Territorial de la Empresa de Telecomunicaciones de Cuba SA. en Ciego de Ávila, que ha decidido gestionar las actividades como procesos para así satisfacer los requisitos del cliente y lograr eficacia y eficiencia en las mismas.
Específicamente el estudio se aplica en actividades de Venta e Instalación de Pizarras Privadas por los ingresos que reportan a la empresa. Para el lograr el objetivo se utilizó una metodología elabora por ETECSA para el enfoque a procesos que se sustenta en los requisitos de la Norma ISO 9001:2008, que facilita identificar, graficar y documentar las actividades objetos de estudio, además de determinar las interfaces con las demás actividades y elaborar las fichas de procesos correspondientes, así como definir los indicadores de eficacia y eficiencia, para lograr un seguimiento que lleve a la mejora continua en la gestión.
En la medida en que se desarrolla la implementación del procedimiento es necesaria la utilización de varias técnicas estudiadas en las diferentes asignaturas de la ingeniería, (entrevistas, observaciones directas, métodos de representación de procesos, consulta de documentos, tablas y cuadros resúmenes, encuestas y Método de Expertos).
The present investigation is developed in the Territorial Address of the Company of Telecommunications of Cuba INC. in Ciego of Ávila that has decided to negotiate the activities like processes it stops this way to satisfy the client's requirements and to achieve effectiveness and efficiency in the same ones. Specifically the study is applied in activities of Sale and Installation of Deprived Slates by the revenues that report to the company. For achieving the objective a methodology it was used it elaborates for ETECSA for the focus to processes that it is sustained in the Norma's requirements ISO 9001:2008 that it facilitates to identify, to represent and to document the activities study objects, besides to determine the interfaces with the other activities and to elaborate the records of corresponding processes, as well as to define the indicators of effectiveness and efficiency, to achieve a pursuit that takes to the continuous improvement in the administration. In the measure in that the implementation of the procedure is developed it is necessary the use of several techniques studied in the different subjects of the engineering, (you interview, direct observations, methods of representation of processes, consultation of documents, charts and squares summaries, surveys and Method of Experts).
The present investigation is developed in the Territorial Address of the Company of Telecommunications of Cuba INC. in Ciego of Ávila that has decided to negotiate the activities like processes it stops this way to satisfy the client's requirements and to achieve effectiveness and efficiency in the same ones. Specifically the study is applied in activities of Sale and Installation of Deprived Slates by the revenues that report to the company. For achieving the objective a methodology it was used it elaborates for ETECSA for the focus to processes that it is sustained in the Norma's requirements ISO 9001:2008 that it facilitates to identify, to represent and to document the activities study objects, besides to determine the interfaces with the other activities and to elaborate the records of corresponding processes, as well as to define the indicators of effectiveness and efficiency, to achieve a pursuit that takes to the continuous improvement in the administration. In the measure in that the implementation of the procedure is developed it is necessary the use of several techniques studied in the different subjects of the engineering, (you interview, direct observations, methods of representation of processes, consultation of documents, charts and squares summaries, surveys and Method of Experts).
Descripción
Palabras clave
Dirección Territorial de la Empresa de Telecomunicaciones de Cuba SA, Ciego de Ávila, Norma ISO 9001:2008, Método de Expertos, Gestión de la Calidad, Telecomunicaciones