Medición de la satisfacción de los clientes externos en la Empresa de Investigaciones y Proyectos Hidráulicos de Villa Clara (EIPH-VC)
Fecha
2010-06-25
Autores
Mustelier Bernal, Raiza
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Editor
Universidad Central "Marta Abreu " de Las Villas
Resumen
La presente investigación fue desarrollada en la Empresa de Investigaciones y Proyectos
Hidráulicos de Villa Clara (EIPH-VC), para conocer acerca del nivel de satisfacción de los clientes
externos con respecto al producto/servicio que dicha entidad presta. Para ello se realiza una revisión
bibliográfica con un alto nivel de actualización, donde se abordan los aspectos más significativos
sobre la temática objeto de estudio, confeccionándose así el Capítulo I de dicha investigación.
Posteriormente en el Capítulo II, se realiza la propuesta del procedimiento para medir la satisfacción
del cliente externo en empresas de proyectos hidráulicos, este procedimiento incluye también el
grado de orientación estratégica que tiene la empresa hacia la calidad, además se realiza una
descripción detallada de cada etapa que lo compone, garantizando así que la organización se
enfoque en el mejoramiento de los niveles de satisfacción del cliente.
En el Capítulo III se aplica la herramienta ProyQual siguiendo el procedimiento propuesto y se
analizan estadísticamente los resultados obteniendo información sobre los niveles de la calidad que
ofrece la organización en cuestión. La información obtenida se analiza utilizando nuevos enfoques,
aportando información valiosa para la toma de decisiones.
Dentro de las herramientas y métodos más significativos empleados en el estudio se encuentran:
técnicas de análisis estadístico, tormenta de ideas, cuestionarios y entrevistas. La información se
procesará por medio de software como el SPSS 9.0 por Windows y Microsoft Excel.
The present investigation was developed in the Company of Investigations and Hydraulic Projects of Villa Clara (EIPH-VC), to know about the level of the external clients' satisfaction with regard to the producto/servicio that this ready entity. For he/she is carried out it a bibliographical revision with a high level of upgrade, where the most significant aspects are approached on the thematic study object, being made this way the Chapter I of this investigation. Later on in the Chapter II, he/she is carried out the proposal of the procedure to measure the external client's satisfaction in companies of hydraulic projects, this procedure includes the grade of strategic orientation that has the company toward the quality, he/she is also carried out also a detailed description of each stage that composes it, guaranteeing the organization so it is focused in the improvement of the levels of the client's satisfaction. In the Chapter III the tool ProyQual is applied following the proposed procedure and they are analyzed the results statistically obtaining information on the levels of the quality that he/she offers the organization in question. The obtained information is analyzed using new focuses, contributing valuable information for the taking of decisions. Inside the tools and methods more significant employees in the study are: technical of statistical analysis, storm of ideas, questionnaires and interviews. The information will be processed by means of software like the SPSS 9.0 for Windows and Microsoft Excel.
The present investigation was developed in the Company of Investigations and Hydraulic Projects of Villa Clara (EIPH-VC), to know about the level of the external clients' satisfaction with regard to the producto/servicio that this ready entity. For he/she is carried out it a bibliographical revision with a high level of upgrade, where the most significant aspects are approached on the thematic study object, being made this way the Chapter I of this investigation. Later on in the Chapter II, he/she is carried out the proposal of the procedure to measure the external client's satisfaction in companies of hydraulic projects, this procedure includes the grade of strategic orientation that has the company toward the quality, he/she is also carried out also a detailed description of each stage that composes it, guaranteeing the organization so it is focused in the improvement of the levels of the client's satisfaction. In the Chapter III the tool ProyQual is applied following the proposed procedure and they are analyzed the results statistically obtaining information on the levels of the quality that he/she offers the organization in question. The obtained information is analyzed using new focuses, contributing valuable information for the taking of decisions. Inside the tools and methods more significant employees in the study are: technical of statistical analysis, storm of ideas, questionnaires and interviews. The information will be processed by means of software like the SPSS 9.0 for Windows and Microsoft Excel.
Descripción
Palabras clave
Empresa de Investigaciones y Proyectos Hidráulicos, Villa Clara, Proyectos, Projects