Procedure to improve the information technology maintenance process in ETECSA

Abstract

The continuous quality improvement is a principle that ensures the quality of a company’s products and services. This research analyzed the maintenance process in the Information Technologies Vice Presidency (VPTI, by its Spanish acronym) belonging to the Empresa de Telecomunicaciones de Cuba S.A. (ETECSA, by its Spanish acronym). The process improvement will allow to identify the main deficiencies impacting on the process performance and will reinforce the decision making, contributing to increase the customers’ satisfaction level. In order to perform this research, a procedure was designed supported by methods and techniques such as direct observation, interviews, surveys and others teamwork such as brainstorming, flow charts, process maps, and statistical tools for data analysis. The key results of this research are a diagnosis and the design of an improvement plan to ETECSA’s information technologies maintenance process evaluating the partially implemented improvements.