Análisis de las barreras al compromiso con la mejora continua en el servicio posventa de la industria automotriz
DOI:
https://doi.org/10.32719/25506641.2020.8.2Palabras clave:
Mejora continua, compromiso, gestión de la calidad, automotirzResumen
El presente documento analiza las barreras al compromiso con la mejora continua (MC) en una reconocida empresa de la industria automotriz del Ecuador, con el objetivo de poder entender cuáles son las razones que aportan a esta problemática actual de este tipo de empresas, donde el personal no aporta abiertamente a cumplir los objetivos y mejorar sus procesos continuamente. La investigación fue un estudio integrado en dos centros de servicio técnico automotriz en Quito. La unidad de análisis integrada fue la población total de empleados y gerentes de una organización. Los datos se recopilaron mediante cuestionarios y entrevistas semiestructuradas. Los resultados fueron triangulados. Se utilizaron procedimientos de confiabilidad y validez para aumentar los niveles de confianza de los resultados. La investigación mostró que existen barreras en la iniciativa de los empleados para mantener un compromiso con la mejora continua y el desarrollo en las empresas, los cuales deberían superarse para implementar un sistema de calidad eficiente; además, encontró que las percepciones de compromiso de los empleados son bajas, afectando al cumplimiento efectivo de sus objetivos a corto y largo plazos. En adición, se demostró que estas barreras afectan al compromiso para lograr la adecuación y conveniencia de su sistema de calidad, lo que afecta a su cultura organizacional para lograr la mejora.
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