Propuesta de un procedimiento para la Medición de la Calidad Percibida por clientes externos. Validación y aplicación en la División Desoft. V.C.
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Frontela Pérez, María de los Ángeles
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Universidad Central "Marta Abreu" de Las Villas
Resumen
La Empresa Desoft S.A. División Villa Clara se localiza en Santa Clara en Ave. Calixto
García Esquina 4ta Reparto Tirso Díaz, es una organización subordinada al Ministerio de
la Informática y las Comunicaciones (MIC). El tema de esta tesis se justifica en la
necesidad de contar con un instrumento de medida bien fundamentado que posibilite la
medición de la calidad y formular estrategias que permitan el mejor desempeño de la
organización. El objetivo general de la investigación consistió en proponer un
procedimiento metodológico- práctico para la Medición de la Calidad percibida en
organizaciones de servicios. Está estructurado en 3 capítulos: Capítulo 1: Marco teóricoreferencial,
se recogen los fundamentos sobre calidad, gestión de la calidad, el enfoque
al cliente, la dimensionalidad del servicio, los modelos de medición de la calidad y además
elementos caracterizadores de la industria del software tanto en Cuba, como en el mundo
y de la Empresa Nacional de Software.Capítulo 2: Se realiza la propuesta del
procedimiento para la Medición de la calidad percibida fundamentándose a partir de las
premisas y principios en los que se sustenta, además se realiza una descripción detallada
de cada etapa que lo compone, garantizando así el mejoramiento de los niveles de
satisfacción de los clientes. Capítulo 3: Se realiza la implementación del procedimiento
propuesto para los servicios proporcionados por Desoft VC y se particulariza el estudio
para el Servicio de Formación, para validar la escala de medida propuesta, se realizó un
análisis de los resultados y se elaboró un plan de acción para intervenir sobre las causas
encontradas.
The Company Desoft CORP. Division Villa Clara is located in Santa Clara in Ave. Calixto García Corner 4ta Distribute Tirso Díaz, it is a subordinate organization to the Computer science's Ministry and the Communications (MIC). The topic of this thesis is justified in the necessity of having a well based measure instrument that it facilitates the mensuration of the quality and to formulate strategies that allow the best acting in the organization. The general objective of the investigation consisted on proposing a methodological procedure - practical for the Mensuration of the Quality perceived in organizations of services. It is structured in 3 chapters: Chapter 1: Theoretical Marco - referencial, the foundations are picked up it has more than enough quality, administration of the quality, the focus to the client, the dimensionalidad of the service, the models of mensuration of the quality and also elements caracterizadores of the industry of the so much software in Cuba, like in the world and of the National Company of Software.Capítulo 2: He/she is carried out the proposal of the procedure for the Mensuration of the perceived quality being based starting from the premises and principles in those that is sustained, he/she is also carried out a detailed description of each stage that composes it, guaranteeing this way the improvement of the levels of the clients' satisfaction. Chapter 3: He/she is carried out the implementation of the procedure proposed for the services provided by Desoft VC and the study is particularized for the Service of Formation, to validate the scale of measure proposal, he/she was carried out an analysis of the results and an action plan was elaborated to intervene on the opposing causes.
The Company Desoft CORP. Division Villa Clara is located in Santa Clara in Ave. Calixto García Corner 4ta Distribute Tirso Díaz, it is a subordinate organization to the Computer science's Ministry and the Communications (MIC). The topic of this thesis is justified in the necessity of having a well based measure instrument that it facilitates the mensuration of the quality and to formulate strategies that allow the best acting in the organization. The general objective of the investigation consisted on proposing a methodological procedure - practical for the Mensuration of the Quality perceived in organizations of services. It is structured in 3 chapters: Chapter 1: Theoretical Marco - referencial, the foundations are picked up it has more than enough quality, administration of the quality, the focus to the client, the dimensionalidad of the service, the models of mensuration of the quality and also elements caracterizadores of the industry of the so much software in Cuba, like in the world and of the National Company of Software.Capítulo 2: He/she is carried out the proposal of the procedure for the Mensuration of the perceived quality being based starting from the premises and principles in those that is sustained, he/she is also carried out a detailed description of each stage that composes it, guaranteeing this way the improvement of the levels of the clients' satisfaction. Chapter 3: He/she is carried out the implementation of the procedure proposed for the services provided by Desoft VC and the study is particularized for the Service of Formation, to validate the scale of measure proposal, he/she was carried out an analysis of the results and an action plan was elaborated to intervene on the opposing causes.