INDICADORES DE DESEMPEÑO EN LA EJECUCIÓN DE PROYECTOS DE SOPORTE ELÉCTRICO AUTOMATIZADO Y SU INFLUENCIA EN LA SATISFACCIÓN DEL CLIENTE, CASO: AREVA T&D AUTOMATION MÉXICO

Abstract

A predominant factor in the organizations is the skill to answer the customer demands; this one is based on the customer satisfaction and the performance to give a good service. This study was influenced by the management theory. The searching provides a theoretical review of concepts such as: performance indicators, satisfaction, competiveness and quality philosophy, which are part of this investigation. One electrician company was investigated, where the aim was explained how the personal performance influenced on the customer satisfaction related to the hypothesis: the existence of a performance indicators system influence in the increase of customer satisfaction, it allows to identify the risk variables. The selection of variables was made through applying of an instrument. In order to comply with the above mentioned, this study shows the procedure to design the instrument and validate it, gathering of data and the data analysis. The result of the investigation were; the performance indicators used by the company are focused on financial aspects but not on operational aspects, in addition to this fact there is not a proper execution of roles caused by the poor definition of them, another factor that expose this work is the lack of diffusion related to the performance indicators and the application of them. Due to the worst operational performance the company has reduced the level of sales.