Estudio para el mejoramiento organizacional en el Centro Multiservicios Santa Clara en función de las necesidades de los clientes
Fecha
2018
Autores
Vega Fidalgo, Julio
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Editor
Universidad Central ‘‘Marta Abreu’’ de Las Villas. Facultad de Ingeniería Mecánica e Industrial. Departamento de Ingeniería Industrial
Resumen
La presente investigación se realiza en la Empresa de Telecomunicaciones de Cuba S.A y se materializa específicamente en el Centro Multiservicios Santa Clara. La misma presenta como objetivo general realizar un estudio que propicie el mejoramiento de la organización del trabajo en el Centro Multiservicios Santa Clara, en función de las necesidades de los clientes. Para cumplimentar el mismo se analizan los diversos servicios que se prestan en la unidad y se realiza un diagnóstico de la situación actual teniendo en cuenta las variables económicas y técnico-organizativas. Para ello se emplean una serie de técnicas, como son: diagrama causa-efecto, observación continua individual, simulación de procesos, tormenta de ideas y entrevistas. Como principales resultados se puede concluir que existe un aprovechamiento de la jornada laboral calificado de bueno, sin obviar que en el Centro existen algunas limitantes como: la no especialización de los servicios en los puestos de trabajo, relajamiento de la disciplina laboral y el tiempo de espera por falta de clientes en determinadas horas del día. Las propuestas de mejora están en consecuencia con los resultados obtenidos: especializar los puestos de trabajo, independizar la sala de navegación con sus servicios asociados y reorganizar las posiciones dentro del local.
The present investigation is carried out in the Telecommunications Company of Cuba S.A and materializes specifically in the Santa Clara Multiservice Center. It presents as a general objective to carry out a study that encourages the improvement of work organization in the Santa Clara Multiservice Center, according to the needs of the clients. To complete it, the various services provided in the unit are analyzed and a diagnosis of the current situation is made taking into account the economic and technical-organizational variables. For this, a series of techniques are used, such as: cause-effect diagram, individual continuous observation, process simulation, brainstorming, interviews, among others. As main results we can conclude that there is an advantage of the working day qualified as good, without forgetting that in the Center there are some limitations such as: the non-specialization of services in jobs, relaxation of labor discipline and time of Wait for lack of customers at certain times of the day. The improvement proposals are in consequence with the obtained results: specialize the jobs, make the navigation room independent with its associated services and reorganize the positions within the premises.
The present investigation is carried out in the Telecommunications Company of Cuba S.A and materializes specifically in the Santa Clara Multiservice Center. It presents as a general objective to carry out a study that encourages the improvement of work organization in the Santa Clara Multiservice Center, according to the needs of the clients. To complete it, the various services provided in the unit are analyzed and a diagnosis of the current situation is made taking into account the economic and technical-organizational variables. For this, a series of techniques are used, such as: cause-effect diagram, individual continuous observation, process simulation, brainstorming, interviews, among others. As main results we can conclude that there is an advantage of the working day qualified as good, without forgetting that in the Center there are some limitations such as: the non-specialization of services in jobs, relaxation of labor discipline and time of Wait for lack of customers at certain times of the day. The improvement proposals are in consequence with the obtained results: specialize the jobs, make the navigation room independent with its associated services and reorganize the positions within the premises.
Descripción
Palabras clave
Servicio de Telecomunicaciones, Organización del Trabajo, Gestión de Calidad, Centro de Multiservicios, Santa Clara