Determinar la presencia del síndrome de Burnout en los cajeros de la matriz del Banco de Guayaquil S.A.
Fecha
2015-07-28
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Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Ingeniería Industrial.
Resumen
Este proyecto busca determinar la presencia del síndrome de burnout en
los cajeros de la matriz del Banco de Guayaquil S.A. debido que los cajeros
financieros son los responsables de la atención al cliente, si ellos sienten
cinismo por su actividad, esto va a repercutir directamente en la calidad de
atención al cliente, por consiguiente tratan a clientes con diversas
personalidades, ellos realizan una actividad con exigencia de atención y
rapidez mental, por todo esto son propicios a sufrir el síndrome de estar
quemados, este síndrome también afecta la salud de los trabajadores
causando pérdida de horas laborables para la empresa, mediante la
aplicación del Instrumento en versión Española (ver Salanova et al., 2000)
del MBI - General SurveySchaufeli, Leiter, Maslach y Jackson (1996) el
mismo que es totalmente anónimo para garantizar la confiabilidad de los
datos, consta de 15 preguntas en las que se miden las variables: eficacia
profesional, cinismo y agotamiento. Los resultados de la evaluación fueron
comparados con la morbilidad de la empresa, que junto con las variables
irritabilidad, desmotivación, antigüedad en el puesto, entre otras analizadas
en el diagrama causa - efecto determinan que si existe la presencia del
síndrome de burnout y que esto ha influenciado negativamente en la
atención al cliente y en la salud de los trabajadores. En función de esto se
propone un programa integral para contrarrestar y prevenir las
manifestaciones negativas del síndrome tanto para la organización como
para la salud de los trabajadores alineado con los objetivos del banco de
convertirse en el mejor lugar para trabajar, el cual consta de programas de
integración y actividad física, prevención de riesgos laborales y por
supuesto un plan de salud laboral que vigile y minimice los daños a la salud
de los trabajadores.
This Project sought to determine the presence of burnout syndrome in the cashiers who work in the matrix of Guayaquil Bank because the cashiers are responsible for the customer service; if they feel cynicism this will affect directly to quality of the attention to the clients, as a result they will behave with personalities attending the clients, they require extreme focus on their performance, because of this, they have a tendency to suffer the burnout syndrome, it also affect employees health, causing lost working hours for the Company, a field study was conducted applying the instrument in Spain Version (Salanova et al, 2000), it is totally anonymous to ensure data reliability and consists of 15 questions that measured variables, professional effectiveness, cynism, and exhaustion it was evident that they have become more cynical about their work, although well aware of what to do, the comparison with the diagnoses found in the morbidity of the company, along with other variables such as irritability, lack of motivation, seniority in office, among other analyzed in the cause and effect diagram, was performed to determine if there is the presence of burnout syndrome. Based on this one integral program it aims to counteract and prevent negative manifestations of the syndrome, the program is aligned with the bank's objectives of becoming a great place to work, which consists of programs and physical activity, prevention of occupational risks and of course a plan of safety and health that watch and minimize damage to the health of the workers.
This Project sought to determine the presence of burnout syndrome in the cashiers who work in the matrix of Guayaquil Bank because the cashiers are responsible for the customer service; if they feel cynicism this will affect directly to quality of the attention to the clients, as a result they will behave with personalities attending the clients, they require extreme focus on their performance, because of this, they have a tendency to suffer the burnout syndrome, it also affect employees health, causing lost working hours for the Company, a field study was conducted applying the instrument in Spain Version (Salanova et al, 2000), it is totally anonymous to ensure data reliability and consists of 15 questions that measured variables, professional effectiveness, cynism, and exhaustion it was evident that they have become more cynical about their work, although well aware of what to do, the comparison with the diagnoses found in the morbidity of the company, along with other variables such as irritability, lack of motivation, seniority in office, among other analyzed in the cause and effect diagram, was performed to determine if there is the presence of burnout syndrome. Based on this one integral program it aims to counteract and prevent negative manifestations of the syndrome, the program is aligned with the bank's objectives of becoming a great place to work, which consists of programs and physical activity, prevention of occupational risks and of course a plan of safety and health that watch and minimize damage to the health of the workers.
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Palabras clave
SISTEMAS INTEGRADOS DE GESTIÓN, SÍNDROME DE BURNOUT, RIESGO PSICOSOCIAL