Diagnosis of the use of ERP SAP in the logis- tics process of ETECSA’s Subscriber Network

Abstract

Increasing productivity and the quality of products and services are the main challenges facing companies worldwide, which is why they are committed to technological advances. Cuba seeks to improve the performance of its organizations, demanding greater effectiveness and efficiency in meeting the demands of the environment, applying information and communication technologies through the development of investments in advanced technologies. For its part, the telecommunications sector is one of the pillars of the current Cuban economy; as a result of the above, the general objective of this research was to develop a procedure for the organizational design of digital environments in order to introduce improvements in the work system for the provision of services.
The following methods and techniques were used: general problem solving method, interviews, group work, checklists, surveys, document analysis, BPMN diagram, simulation in ARENA, timing of operations with statistical analysis of recorded times, individual continuous observation technique, cause- effect diagram, Pareto, Delphi method and load and capacity balance. The results of the research show that a work system associated with a service sales process with a digital, optimized and automated approach, as well as with updated job profiles, workers with appropriate competencies and organized in the digital work environment, should contribute to improving the results of the work system and the level of customer satisfaction.