Metodología para realizar el control del proceso de Gestión de Red en los centros de telecomunicaciones de ETECSA
Fecha
2012-07-25
Autores
Chinea Sánchez, Jimmy N.
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
La Empresa de Telecomunicaciones de Cuba. SA. (ETECSA) se encuentra inmersa en un amplio programe de mejora de sus procesos y servicios que involucra directamente a los Centros de Telecomunicacione de ETECSA mediante la aplicación de una guía de control integral. El desarrollo de la metodología se realizó teniendo como base el Bucle de Realimentación de Juran que permite obtener información confiable del funcionamiento real del proceso objet e estudio comparándolo con las metas de desempeño establecidas. Se utilizaron herramientas como: diagrama de afinidad, diagrama Causa-Efecto, métodos multicriterios, diagramade flujo de datos, entre otros. El resultado final de la investigación queda representado por una guía de control del proceso de Gestión de Red que acompañada por un sistema automatizado para el cálculo del nivel de control con que opera el proceso hace posible elcumplimiento del objeto de estudio. Finalmente se vaida la metodología y la herramienta propuesta mediante una aplicación piloto en el Centro de Telecomunicaciones de Sagua la Grande.
The Telecommunications Company of Cuba. SA. (ETECSA) is immersed in a broad program to improve its processes and services that directly involves the operation of telecommunication centers. Implemented improvement initiatives are aimed primarily at adopting a process approach and within that specific context control them. Contributing to this effort is carried out this research aims to increase control over the network management process in the Territorial Directorate of Villa Clara (DTVC). A methodolo gy was developed based on feedback loop Juran reliable information that allows the actual operation of the process under study comparing the performance goals. The research tools were used as affinity diagram, cause-effect diagram, multicriteria methods, data flow diagram, among others. The end result of research is represented by a guide process control network management that accompanied by an automated system for calculating the level of control that operates the process makes it possible to fulfill the object of study. Finally, we validate the proposed methodology and tool by a pilot in the Telecommunications Center of Sagua la Grande
The Telecommunications Company of Cuba. SA. (ETECSA) is immersed in a broad program to improve its processes and services that directly involves the operation of telecommunication centers. Implemented improvement initiatives are aimed primarily at adopting a process approach and within that specific context control them. Contributing to this effort is carried out this research aims to increase control over the network management process in the Territorial Directorate of Villa Clara (DTVC). A methodolo gy was developed based on feedback loop Juran reliable information that allows the actual operation of the process under study comparing the performance goals. The research tools were used as affinity diagram, cause-effect diagram, multicriteria methods, data flow diagram, among others. The end result of research is represented by a guide process control network management that accompanied by an automated system for calculating the level of control that operates the process makes it possible to fulfill the object of study. Finally, we validate the proposed methodology and tool by a pilot in the Telecommunications Center of Sagua la Grande
Descripción
Palabras clave
Empresa de Telecomunicaciones de Cuba. SA. (ETECSA), Gestión de Red, Gestión de la Calidad, Procesos