Implementación de la gestión por procesos según los requerimientos de la Norma ISO 9001:2000 en los subprocesos de Gestión de Recursos, Gestión de Aseguramiento y Mantenimiento al Transporte en ETECSA
Fecha
2007-07-25
Autores
Avilés Yeen, Yurisnel
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
La Empresa de Telecomunicaciones de Cuba (ETECSA), en estos momentos está
enfrascada en la implantación de su Sistema de Gestión de la Calidad según los
requerimientos de la Norma ISO: 9001: 2000, con vistas a elevar su eficacia y eficiencia,
y mejorar el nivel de servicio al cliente hasta alcanzar los parámetros imperantes en el
mercado internacional. En este sentido, ETECSA en Villa Clara ha sido una de las
provincias seleccionadas para certificar su sistema de gestión de la calidad, para el
logro de esta meta han de ser involucradas todas sus dependencias incluyendo al
Grupo de Servicios Generales perteneciente a la Filial de Servicios Compartidos de
ETECSA Villa Clara.
Para contribuir con este objetivo ha sido necesario implementar la gestión por procesos
según los requerimientos de la Norma ISO 9001-2000 en los subprocesos de Gestión
de Recursos, Gestión de Aseguramiento y Mantenimiento al Transporte pertenecientes
al Grupo de Servicios Generales. Para dar cumplimiento al objetivo trazado se adaptó e
implementó un procedimiento elaborado en ETECSA el cual toma como base la
metodología para la implementación del enfoque a procesos publicada por la
Organización Internacional para la Estandarización (ISO) en el documento ISO/TC
176/SC 2/N 544R2 en diciembre del 2003. Como principal resultado de la aplicación del
procedimiento se obtuvieron mejoras considerables, a partir de la identificación,
documentación y representación de los subprocesos objeto de estudio.
Asimismo se puede verificar la continuación de los subprocesos, ya que se definieron
variables, indicadores y puntos de control en los mismos, lo que permite implementar su
control, seguimiento y mejora.
The Cuban Telecommunications Company Inc. (CTC Inc.), in this moment is occupied in the implantation of its Quality Management System according to the requirements of the Norm ISO: 9001: 2000, with the purpose to elevate its effectiveness and efficiency, and to improve the client level service until reaching the prevailing parameters in the international market. In this sense, CTC Inc. in Villa Clara has been one of the selected provinces to certify its Quality Management System, to achieve this goal all its dependencies have to be involved, including the General Service Group pertaining to the Shared Services Branch of CTC Inc. Villa Clara. In order to contribute with this objective it has been necessary to implement the management by processes according to the requirements of Norm ISO 9001-2000 in the subprocesses of Resources Management, Securing Management and Transport Maintenance pertaining to the General Service Group. In order to accomplish the settled objective a procedure elaborated in CTC Inc. was adapted and implemented which takes as bases the methodology for the implementation of the approach to processes published by the International Standardization Organization (ISO) on document ISO/TC 176/SC 2/N 544R2 in December of the 2003. As main result of the procedure application considerable improvements were obtained, from the identification, documentation and representation of the subprocesses study object. Also the subprocesses continuation can be verified, since variables, indicators and checkpoints were defined, which allow to implement their control, pursuit and improvement.
The Cuban Telecommunications Company Inc. (CTC Inc.), in this moment is occupied in the implantation of its Quality Management System according to the requirements of the Norm ISO: 9001: 2000, with the purpose to elevate its effectiveness and efficiency, and to improve the client level service until reaching the prevailing parameters in the international market. In this sense, CTC Inc. in Villa Clara has been one of the selected provinces to certify its Quality Management System, to achieve this goal all its dependencies have to be involved, including the General Service Group pertaining to the Shared Services Branch of CTC Inc. Villa Clara. In order to contribute with this objective it has been necessary to implement the management by processes according to the requirements of Norm ISO 9001-2000 in the subprocesses of Resources Management, Securing Management and Transport Maintenance pertaining to the General Service Group. In order to accomplish the settled objective a procedure elaborated in CTC Inc. was adapted and implemented which takes as bases the methodology for the implementation of the approach to processes published by the International Standardization Organization (ISO) on document ISO/TC 176/SC 2/N 544R2 in December of the 2003. As main result of the procedure application considerable improvements were obtained, from the identification, documentation and representation of the subprocesses study object. Also the subprocesses continuation can be verified, since variables, indicators and checkpoints were defined, which allow to implement their control, pursuit and improvement.
Descripción
Palabras clave
Empresa de Telecomunicaciones de Cuba (ETECSA), Filial de Servicios Compartidos de ETECSA Villa Clara, Gestión de la Calidad