Measurement of the sustained success of the organization according to NC ISO 9004:2018 in the process of the civil work implementation in ETECSA

Abstract

A self-evaluation of the telecommunications civil work Department, hereinafter the organization, belonging to the Work Implementation and Project Division of ETECSA (Empresa de Telecomunicaciones de Cuba S.A.) is carried out with respect to the guidelines provided by the NC ISO 9004:2018 standard in order to evaluate the sustained success of the organization, throughout the last ten years of its performance in this type of processes. This organization has been certified by the ISO 9000 standards related to quality management systems since 2006 and has passed through time until the current NC ISO 9001:2015 standard. The techniques applied were interviews and surveys, using Annex A of the NC ISO 9004:2018 standard as a guide. The results were digitally processed on the website midetuexito.com, ran by the Colombian company Recursos de Gerencia, adjustable to the evaluation of the elements detailed in sections of Annex A of the referred Standard. As a final result, this provides an executive report showing the maturity level reached by the organization and the addressing guidelines towards which senior management should direct efforts. The usefulness of this article lies in the fact that the results can be generalized to other ETECSA’s organizational units that need to know the ways to achieve continuous improvement and increase customer’s and other interested parties’ satisfaction. Its results go beyond as a standardizing exercise and a working tool so that the company’s senior management can perceive the continuous
improvement and sustained success of the organizational unit under study, in different periods of its performance, and if necessary take the corresponding
corrective actions.