Diseño de una metodología basada en la recomendación UIT-T G.1000 de 2001 en la DTVC
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Autores
Luna González, Lexis Lenara
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Universidad Central ‘‘Marta Abreu’’ de Las Villas. Facultad de Ingeniería Mecánica e Industrial. Departamento de Ingeniería Industrial
Resumen
En la industria de telecomunicaciones, las relaciones entre calidad esperada, calidad ofre-cida, calidad entregada y calidad percibida, forman la base para un sistema práctico y efec-tivo de gestión de la calidad del servicio, y podrá decirse que se está mejorando cuando estas dimensiones empiecen a converger. ETECSA es uno de los operadores del país que tiene en cuenta esta gestión en su accionar. El presente estudio se enmarca en esta estra-tegia de la empresa para mejorar la calidad del servicio. Para ello se realizó una revisión bibliográfica, donde se abordaron los aspectos más relevantes sobre la temática objeto de estudio. Luego se realiza un diagnóstico de forma general de los principales servicios brin-dados por ETECSA. A partir de este resultado, que incluye una valoración de las principales inconsistencias, se realiza el diseño de una metodología para evaluar la calidad de los ser-vicios de telecomunicaciones, que constituye la propuesta fundamental del presente trabajo de investigación, aunque se enriquece con aportes de otros métodos encontrados en la bibliografía. La prueba piloto se realiza a la División Territorial de ETECSA Villa Clara en el servicio de Telefonía Móvil. A través del análisis de la información obtenida se llega a la conclusión de que la metodología propuesta es eficaz para el monitoreo sistemático de la calidad del servicio de telecomunicaciones.
In the telecommunications industry, the relationships between expected quality, quality of-fered, quality delivered and perceived quality form the basis for a practical and effective service quality management system, and it can be said that it is being improved when these dimensions begin to converge. ETECSA is one of the operators in the country that takes this management into account in its actions. This study is part of this strategy of the company to improve the quality of service. To this end, a bibliographic review was carried out, where the most relevant aspects of the subject matter of the study were addressed. Then a general diagnosis of the main services provided by ETECSA is made. Based on this result, which includes an assessment of the main inconsistencies, the design of a methodology to assess the quality of telecommunications services is carried out, which constitutes the fundamental proposal of the present research work, although it was enriched -it comes with contributions from other methods found in the bibliography. The pilot test is done to the Territorial Division of ETECSA Villa Clara in the Mobile Telephony service. Through the analysis of the infor-mation obtained, it is concluded that the proposed methodology is effective for the system-atic monitoring of the quality of the telecommunications service.
In the telecommunications industry, the relationships between expected quality, quality of-fered, quality delivered and perceived quality form the basis for a practical and effective service quality management system, and it can be said that it is being improved when these dimensions begin to converge. ETECSA is one of the operators in the country that takes this management into account in its actions. This study is part of this strategy of the company to improve the quality of service. To this end, a bibliographic review was carried out, where the most relevant aspects of the subject matter of the study were addressed. Then a general diagnosis of the main services provided by ETECSA is made. Based on this result, which includes an assessment of the main inconsistencies, the design of a methodology to assess the quality of telecommunications services is carried out, which constitutes the fundamental proposal of the present research work, although it was enriched -it comes with contributions from other methods found in the bibliography. The pilot test is done to the Territorial Division of ETECSA Villa Clara in the Mobile Telephony service. Through the analysis of the infor-mation obtained, it is concluded that the proposed methodology is effective for the system-atic monitoring of the quality of the telecommunications service.