Propuesta de mejora para la implementación del sistema de gestión de la calidad, en el Centro de Formación Regional de Villa Clara (CFRVC), basada en la NC ISO 9001:2015
Fecha
2019
Autores
Castro Cáceres, Sheyla Mariam
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Editor
Universidad Central ‘‘Marta Abreu’’ de Las Villas. Facultad de Ingeniería Mecánica e Industrial. Departamento de Ingeniería Industrial
Resumen
La industria de las telecomunicaciones mantiene un gran crecimiento en sus servicios que día a día permiten la comunicación en el país, para satisfacer esta demanda se requiere personal competente en las diversas tecnologías, dada esta latente necesidad se realiza el estudio en el Centro de Formación Regional de Villa Clara (CFRVC) con el objetivo de actualizar su SGC basado en la normativa ISO 9001:2015 para mejorar su productividad y obtener ventajas competitivas que contribuyan a aumentar su eficiencia y eficacia. El estudio se basó en la información facilitada por el centro de formación nacional de la Habana en el cual ya está implementado y actualizado el SGC, tomando como referencia las técnicas: análisis-síntesis, entrevistas informales, observación directa, consulta, revisión de documentos, matriz DAFO, matriz MGC entre otras. Dicho estudio permitirá a la organización mejorar la calidad de los servicios que ofrece, respondiendo así a las expectativas de sus clientes y consiguiendo su lealtad como medio para mejorar su competitividad en el mercado.
The industry of the telecommunications maintains a great growth in its services that day by day allow the communication in the country, to satisfy this demand it is required personal competent in the diverse technologies, given this latent necessity is carried out the study in the Center of Regional Formation of Villa Clara (CFRVC) with the objective of upgrading its SGC based on the normative ISO 9001:2015 to improve its productivity and to obtain competitive advantages that contribute to increase its efficiency and effectiveness. The study was based on the information facilitated by the center of national formation of the Havana, he/she intended a methodology of improvement that contemplates 4 steps, for the diagnosis a checkup list it was applied that threw the main breaches to keep in mind to propose improvements, for it became it necessary the application of several tools like: analysis-synthesis, informal interviews, direct observation, consults, revision of documents, diagram cause-effect as well as, main DAFO and main MGC. This study will allow to the organization to improve the quality of the services that offers, responding this way to the expectations of its clients and getting its loyalty like means to improve its competitiveness in the market.
The industry of the telecommunications maintains a great growth in its services that day by day allow the communication in the country, to satisfy this demand it is required personal competent in the diverse technologies, given this latent necessity is carried out the study in the Center of Regional Formation of Villa Clara (CFRVC) with the objective of upgrading its SGC based on the normative ISO 9001:2015 to improve its productivity and to obtain competitive advantages that contribute to increase its efficiency and effectiveness. The study was based on the information facilitated by the center of national formation of the Havana, he/she intended a methodology of improvement that contemplates 4 steps, for the diagnosis a checkup list it was applied that threw the main breaches to keep in mind to propose improvements, for it became it necessary the application of several tools like: analysis-synthesis, informal interviews, direct observation, consults, revision of documents, diagram cause-effect as well as, main DAFO and main MGC. This study will allow to the organization to improve the quality of the services that offers, responding this way to the expectations of its clients and getting its loyalty like means to improve its competitiveness in the market.
Descripción
Palabras clave
Centro de Formación Regional de Villa Clara (CFRVC), Gestión de la Calidad, NC ISO 9001:2015, Competitividad, Telecomunicaciones