Organización en procesos de la UEB Atención a Cliente, de la Empresa Eléctrica Villa Clara
Fecha
2009-06-25
Autores
Hernández Morales, Jorge
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ISSN de la revista
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
La Unidad Empresarial de Base Centro Integral de Atención al Cliente
perteneciente a la empresa eléctrica de Villa Clara trabaja por obtener mejoras
continuas en sus servicios que se traduzcan en una plena satisfacción de sus
clientes. Para el logro de este propósito las normas ISO 9000:2005 proponen
un modelo de gestión de la calidad, que tiene como principio la organización en
procesos de las empresas. Esta investigación parte del diagnóstico actual de la
entidad, en el que se detectaron un conjunto de deficiencias en el desarrollo de
las actividades debido a la falta de una orientación a procesos. Es por ello que
esta tesis se centra en la identificación de los procesos, sus interrelaciones y el
diseño de indicadores para su evaluación en la UEB objeto de estudio, con el
propósito de contribuir a que la misma se certifique con la norma ISO
9000:2005 y así lograr una alta calidad en el servicio al cliente. Para el
cumplimiento de los objetivos propuestos se utilizaron métodos y técnicas que
brindan un soporte científico a la investigación, entre los que se encuentran:
entrevistas, observación directa, tormentas de idea, consultas a documentos de
la entidad, método de expertos, matriz DAFO, el lazo de calidad, entre otros.
Como principal resultado se logró proponer el enfoque basado en procesos en
las actividades de la empresa.
The Unidad Empresarial de Base Centro Integral de Atención al Cliente belonging to the electric company of Villa Clara works to obtain continuous improvements in her services that are translated in a full satisfaction of her clients. For the achievement of this purpose the norms ISO 9000:2005 propose a model of administration of the quality that has like principle the organization in processes of the companies. This investigation leaves of the current diagnosis of the entity, in which you/they were detected a group of deficiencies in the development of the activities due to the lack from an orientation to processes. It is for it that this thesis is centered in the identification of the processes, its interrelations and the design of indicators for its evaluation in the UEB study object, with the purpose of to contribute to that the same one is certified with the norm ISO 9000:2005 and this way to achieve a high quality in the service to the client. For the execution of the proposed objectives methods were used and technical that offer a scientific support to the investigation, among those that are: you interview, direct observation, storms of idea, consultations to documents of the entity, experts' method, main DAFO, the knot of quality, among others. As main result it was possible to propose the focus based on processes in the activities of the company.
The Unidad Empresarial de Base Centro Integral de Atención al Cliente belonging to the electric company of Villa Clara works to obtain continuous improvements in her services that are translated in a full satisfaction of her clients. For the achievement of this purpose the norms ISO 9000:2005 propose a model of administration of the quality that has like principle the organization in processes of the companies. This investigation leaves of the current diagnosis of the entity, in which you/they were detected a group of deficiencies in the development of the activities due to the lack from an orientation to processes. It is for it that this thesis is centered in the identification of the processes, its interrelations and the design of indicators for its evaluation in the UEB study object, with the purpose of to contribute to that the same one is certified with the norm ISO 9000:2005 and this way to achieve a high quality in the service to the client. For the execution of the proposed objectives methods were used and technical that offer a scientific support to the investigation, among those that are: you interview, direct observation, storms of idea, consultations to documents of the entity, experts' method, main DAFO, the knot of quality, among others. As main result it was possible to propose the focus based on processes in the activities of the company.
Descripción
Palabras clave
Empresa Eléctrica, Villa Clara, Procesos, Servicio al Cliente, Unidad Empresarial de Base Centro Integral de Atención al Cliente, Gestión de la Calidad