Diagnóstico de comunicación institucional en la Empresa Eléctrica de Villa Clara
Fecha
2014-07-25
Autores
Ríos Ríos, Leticia
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
Las exigencias del entorno son cada vez mayores y se hace necesario, que la empresa
estatal ejerza su papel dominante mediante la revelación de todas sus potencialidades. La
presente investigación responde a la necesidad de diagnosticar la comunicación institucional
en la Empresa Eléctrica de Villa Clara para lograr el posicionamiento deseado en su entorno
de relaciones. El trabajo aporta a la entidad objeto de estudio todo un conjunto de
problemáticas relacionadas con el tema en cuestión, así como, las mejoras al respecto con
vistas a cumplir con su misión. Esto contribuye al mejoramiento de los índices de satisfacción
del cliente, así como los niveles de eficacia y eficiencia. Para la obtención y análisis de la
información necesaria, se aplicaron métodos y técnicas como el análisis documental,
encuestas, auditoría de comunicación y el novedoso método general de definición del grado
de madurez y alineamiento en las decisiones (MGC) garantizando un enfoque hacia cliente y
la mejora continua del proceso.
The demands of the environment are getting bigger and bigger and it becomes necessary that every company exercise its dominant role by revealing all their potentialities. This investigation responds to the necessity of diagnosing the institutional communication in the Electric Company of Villa Clara to achieve the positioning wanted in its relationships environment. The work brings to the entity an entire group of problems related with the topic in question, as well as, the improvements in this aspect with a view to fulfilling its mission. This contributes to the improvement of the client's satisfaction index, as well as the levels of effectiveness and efficiency. For obtaining and analyzing the necessary information, methods were applied and technical as documental analysis, surveys, communication audit and a novel method, definition of the grade of maturity and alignment in the decisions (MGC), guaranteeing a focus towards the client and the continuous improvement of the process.
The demands of the environment are getting bigger and bigger and it becomes necessary that every company exercise its dominant role by revealing all their potentialities. This investigation responds to the necessity of diagnosing the institutional communication in the Electric Company of Villa Clara to achieve the positioning wanted in its relationships environment. The work brings to the entity an entire group of problems related with the topic in question, as well as, the improvements in this aspect with a view to fulfilling its mission. This contributes to the improvement of the client's satisfaction index, as well as the levels of effectiveness and efficiency. For obtaining and analyzing the necessary information, methods were applied and technical as documental analysis, surveys, communication audit and a novel method, definition of the grade of maturity and alignment in the decisions (MGC), guaranteeing a focus towards the client and the continuous improvement of the process.
Descripción
Palabras clave
Empresa Eléctrica, Villa Clara, Comunicación Organizacional, Comunicación Institucional, Canales de Comunicación