Diagnóstico de la planificación estratégica hasta el nivel operativo en la Unidad Empresarial de Base Atención al Cliente de la Empresa Eléctrica Villa
Fecha
2019
Autores
Abreu Acosta, Luis Gustavo
Título de la revista
ISSN de la revista
Título del volumen
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 y la gestión empresarial , pasando a ser de una opción a una exigencia para las organizaciones actuales. Hoy en día el perfeccionamiento de la gestión empresarial 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 realizar un diagnóstico de la planificación, desde los objetivos estratégicos hasta los niveles operativos en la UEB Atención al Cliente de la Empresa Eléctrica Villa Clara.
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 and managerial administration, becoming an option to a requirement for current organizations . Nowadays, the improvement of the managerial administration 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 resides in carrying out an I diagnose of the planning from the strategic objectives to the operational levels in the UEB Customer Service of the Villa Clara Electric Company.
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 and managerial administration, becoming an option to a requirement for current organizations . Nowadays, the improvement of the managerial administration 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 resides in carrying out an I diagnose of the planning from the strategic objectives to the operational levels in the UEB Customer Service of the Villa Clara Electric Company.
Descripción
Palabras clave
Centro Integral de Atención al Cliente (CIAC), Atención al Cliente, Gestión de Calidad, Empresa Eléctrica, Villa Clara