Procedimiento para evaluar el grado de satisfacción del cliente del Grupo Logístico de ETESA Villa Clara
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Mendoza Acuña, Susel
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Universidad Central "Marta Abreu" de Las Villas
Resumen
La empresa ETECSA de Villa Clara cuenta con un Grupo Logístico dentro de la filial de Servicios
Compartidos que es el encargado del aprovisionamiento oportuno de los recursos con la calidad
requerida y al menor tiempo y costos posibles. Sus principales clientes son internos y lo
constituyen los centros telefónicos de la provincia y las diferentes especialidades, y a pesar de que
ya se han realizado estudios dentro de la empresa para conocer la satisfacción de estos clientes,
hasta el momento no existe un procedimiento que abarque sus requerimientos y expectativas,
hasta la medición de su satisfacción a través de pasos lógicos y ordenados.
Es por ello que la presente investigación propone un procedimiento general para evaluar el grado
de satisfacción del cliente del Grupo Logístico de ETECSA Villa Clara, el cual permite conocer el
grado de satisfacción real de estos clientes, valorar si el grupo cumple con sus expectativas y evaluar si
el desempeño del Grupo está enfocado a satisfacer sus necesidades y prioridades. Para la realización
del estudio se emplearon técnicas y herramientas tales como: trabajo con expertos, la herramienta
TelQual, guía de observación directa, entre otros.
Como resultado se obtuvo el diseño y aplicación del procedimiento general para evaluar el grado de
satisfacción de los clientes internos del Grupo Logístico, la adaptación y aplicación del cuestionario
de la herramienta TelQual al proceso logístico, donde las dimensiones que presentan mayores
problemas son Fiabilidad y Capacidad de Respuesta obteniéndose un Nivel de Calidad Ponderado
Global (NCPG) de -0.81. Además se proponen acciones de mejora para estos problemas, así
como la prioridad que tendrán estas dimensiones a la hora de proyectar las mejoras.
Villa Clara ETECSA company counts on a Logistic Group within the branch of Shared Services that is the one in charge of the opportune supplying of the resources with the required quality and to the smaller time and possible costs. His main clients are internal and centers constitute it telephone of province and different specialties, and although studies within the company have already been made to know the satisfaction these clients, until the moment a procedure does not exist that includes its requirements and expectations, until the measurement of its satisfaction through logical and ordered steps. It is for that reason that the present investigation proposes a general procedure to evaluate the Satisfaction Client Level of the Logistic Group of ETECSA Villa Clara, which allows to know the degree real satisfaction of these clients, to value if the group fulfills its expectations and to evaluate if the performance of the Group is focused to satisfy its necessities and priorities. For the accomplishment of the study techniques and tools were used such as: work with experts, the TelQual tool, direct observation guide, among others. As turn out obtained the design and application of the general procedure to evaluate the degree of satisfaction of the internal clients of the Logistic Group, the adaptation and application of the questionnaire of the TelQual tool to the logistic process, where the main dimensions that present/display biggest problems are Reliability and Answer Capacity. In addition the proposal to improvements for these problems, as well as the priority that will have these dimensions at the time of projecting the improvements.
Villa Clara ETECSA company counts on a Logistic Group within the branch of Shared Services that is the one in charge of the opportune supplying of the resources with the required quality and to the smaller time and possible costs. His main clients are internal and centers constitute it telephone of province and different specialties, and although studies within the company have already been made to know the satisfaction these clients, until the moment a procedure does not exist that includes its requirements and expectations, until the measurement of its satisfaction through logical and ordered steps. It is for that reason that the present investigation proposes a general procedure to evaluate the Satisfaction Client Level of the Logistic Group of ETECSA Villa Clara, which allows to know the degree real satisfaction of these clients, to value if the group fulfills its expectations and to evaluate if the performance of the Group is focused to satisfy its necessities and priorities. For the accomplishment of the study techniques and tools were used such as: work with experts, the TelQual tool, direct observation guide, among others. As turn out obtained the design and application of the general procedure to evaluate the degree of satisfaction of the internal clients of the Logistic Group, the adaptation and application of the questionnaire of the TelQual tool to the logistic process, where the main dimensions that present/display biggest problems are Reliability and Answer Capacity. In addition the proposal to improvements for these problems, as well as the priority that will have these dimensions at the time of projecting the improvements.