Análisis de las causas del ausentismo de los asesores en el área de asistencia en la empresa plusservices y la afectación en la productividad en el año 2017
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Fecha
2018
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
El ausentismo repercute en los objetivos trazados de una organización con relación a la cuota de ventas y al cumplimiento del presupuesto asignado. El ausentismo es un reto al que se enfrentan las diferentes unidades de negocio de manera general e individual. La presente investigación tuvo como finalidad analizar las causas del ausentismo de los asesores en el área de asistencias en la empresa PLUSSERVICES, y la afectación en la productividad en el año 2017. Se utilizó como instrumento de recolección de datos una encuesta para los 250 Asesores y 10 colaboradores entre mandos medios y el Gerente de Operaciones, con la finalidad de analizar la situación actual de la empresa para diagnosticar los factores que inciden en el ausentismo, y la afectación directa en las ventas. Se concluye que el ausentismo en el 2017 se elevo a 3.932, representando porcentualmente un 0,70% de las ventas. Los resultados de las encuestas a los asesores confirman que el juicio y la percepción personal son en un alto índice de factores que inciden en las respuestas negativas hacia la empresa y el ambiente laboral de la misma, se debe tomar en cuenta la edad promedio de los asesores en un call center oscila entre los 20 a 25 años. Por lo tanto la investigación definió que un plan de bonificacion economica, conllevarían a PLUSSERVICES a minimizar los índices de ausentism y un referente para los otros departamentos de la organización.
Absenteeism impacts on an organization's stated objectives in relation to the sales quota and the fulfillment of the assigned budget. Absenteeism is a challenge that the different business units face in a general and individual way. The objective of the present investigation was to analyze the causes of absenteeism in the area of assistance in the company PLUSSERVICES and the impact on productivity in 2017. The survey was used as a data collection togol for the 250 Advisors and 10 collaborators between middle managers and the Operations Manager. In order to analyze the current situation of the company to diagnose the factors that affect absenteeism, and the direct effect on sales. It is concluded that the total shortages in 2017 were 3,932, representing a percentage of 0.70% of sales. The results of the surveys to the advisors confirm that the judgment and the personal perception are in a high index factors that influence in the negative answers towards the company and the work environment of the same, one must take into account the average age in a call center oscillates from 20 to 25 years. Therefore, the research defined that both a bonus plan and personal recognition, would lead to PLUSSERVICES to minimize the rates of absenteeism. Being a reference for the other departments of the organization.
Absenteeism impacts on an organization's stated objectives in relation to the sales quota and the fulfillment of the assigned budget. Absenteeism is a challenge that the different business units face in a general and individual way. The objective of the present investigation was to analyze the causes of absenteeism in the area of assistance in the company PLUSSERVICES and the impact on productivity in 2017. The survey was used as a data collection togol for the 250 Advisors and 10 collaborators between middle managers and the Operations Manager. In order to analyze the current situation of the company to diagnose the factors that affect absenteeism, and the direct effect on sales. It is concluded that the total shortages in 2017 were 3,932, representing a percentage of 0.70% of sales. The results of the surveys to the advisors confirm that the judgment and the personal perception are in a high index factors that influence in the negative answers towards the company and the work environment of the same, one must take into account the average age in a call center oscillates from 20 to 25 years. Therefore, the research defined that both a bonus plan and personal recognition, would lead to PLUSSERVICES to minimize the rates of absenteeism. Being a reference for the other departments of the organization.
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AUSENTISMO, RECURSOS HUMANOS, PRESUPUESTO, VENTAS Y ASESORES