Contribución al diseño conceptual del modelo de calidad percibida en el Ministerio de Comunicaciones
Fecha
2015-07-23
Autores
Rodríguez Duque, Dialeisy
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
La administración pública en Cuba se encuentra en la actualidad en un intenso proceso de transformaciones que presuponen un nuevo reto para su gestión. Para el logro de estos fines el gobierno cubano ha introducido la separación de las funciones estatales de las empresariales, la planificación de nuevo tipo y la promoción de sistemas de gestión organizativos, económicos y de control. Como resultado de este perfeccionamiento el Ministerio de Comunicaciones (MINCOM), asumió como misión: proponer, dirigir y controlar la política del Estado y el Gobierno para el Sistema Único de Comunicaciones del país. Es por esto que el paradigma de la informatización en Cuba cobra cada día más fuerza y se le está dando un peso importante al cliente como eje central de los servicios de comunicaciones.
La presente investigación tiene como objetivo diseñar las bases para el diseño del Modelo de Calidad Percibida en el MINCOM, como contribución a la medición de la percepción ciudadana con respecto a las comunicaciones en Cuba. Para ello fueron utilizadas técnicas de revisión bibliográfica, análisis documental, consulta a especialistas, observación directa, entrevistas estructuradas, diagrama causa efecto, lista de chequeo, el modelo de las 7s de Mckinsey entre otras, que posibilitan obtener un resultado argumentado y veraz. Dentro de los resultados obtenidos está la definición del marco de trabajo y la identificación de los elementos generales que permitirán conceptualizar el Modelo de Calidad Percibida, los cuales proporcionará el sustento teórico-metodológico del mismo.
The public administration in Cuba thinks at present in an intense process of transformations that they presuppose a new challenge for his management. For the achievement of these ends the Cuban government has introduced the separation of the state functions of the managerial ones, the planning again type and the promotion of organizational, economic systems of management and of control. As result of this development the Department of Communications (MINCOM), it took up office as mission: to propose, to direct and to control the politics of the State and the Government for the Only System of Communications of the country. It is for this that the paradigm of the computerization in Cuba receives every day more force and an important weight is given to the client as backbone of the services of communications. The present investigation has as aim elaborate the bases for the design of the Model of Quality Perceived in the MINCOM, as contribution to the measurement of the civil perception with regard to the communications in Cuba. For it there were used technologies of bibliographical review, documentary analysis, it consults specialists, direct observation, structured interviews, graph causes effect, list of checkup, the model of them 7s of Mckinsey between others, which they make possible to obtain an argued and veracious result. Inside the obtained results there is the definition of the frame of work and the identification of the general elements that there will allow to conceptualize the Model of Perceived Quality, which it will provide the theoretical - methodological sustenance of the same one. Índice
The public administration in Cuba thinks at present in an intense process of transformations that they presuppose a new challenge for his management. For the achievement of these ends the Cuban government has introduced the separation of the state functions of the managerial ones, the planning again type and the promotion of organizational, economic systems of management and of control. As result of this development the Department of Communications (MINCOM), it took up office as mission: to propose, to direct and to control the politics of the State and the Government for the Only System of Communications of the country. It is for this that the paradigm of the computerization in Cuba receives every day more force and an important weight is given to the client as backbone of the services of communications. The present investigation has as aim elaborate the bases for the design of the Model of Quality Perceived in the MINCOM, as contribution to the measurement of the civil perception with regard to the communications in Cuba. For it there were used technologies of bibliographical review, documentary analysis, it consults specialists, direct observation, structured interviews, graph causes effect, list of checkup, the model of them 7s of Mckinsey between others, which they make possible to obtain an argued and veracious result. Inside the obtained results there is the definition of the frame of work and the identification of the general elements that there will allow to conceptualize the Model of Perceived Quality, which it will provide the theoretical - methodological sustenance of the same one. Índice
Descripción
Palabras clave
Ministerio de Comunicaciones, Administración Pública, Modelo de Calidad Percibida, Informatización en Cuba, Gestión de la Calidad, Gestión del Proyecto MINCOM