Facultad de Postgrado Tesis de Postgradoanálisis del proceso de gestión del cambio del departamento de TI de la compañía Farinter
Loading...
Date
Journal Title
Journal ISSN
Volume Title
Publisher
Universidad Tecnológica Centroamericana UNITEC
Abstract
Description
El objetivo del estudio fue analizar el grado de preparación de los STAKEHOLDERS
de Farinter y el nivel de comunicación interna observado durante la implementación del
proceso de gestión del cambio realizado por el departamento de TI de la compañía para
proponer un plan de mejora a la organización, con el fin de evitar la degradación del servicio.
Este estudio se realizó con un diseño no experimental y transversal mediante un enfoque mixto
complementario (DICO) acompañado de un alcance correlacional para medir el nivel de
relación entre variables. Se empleó un muestreo probabilístico estratificado en los
departamentos de TI y RRHH donde se encuestaron a 59 colaboradores, además de
complementar el análisis mediante una entrevista aplicada a cuatro (4) líderes del departamento
de TI por medio de un muestreo de juicio u opinión; donde se pudo comprobar que, si existe
una alta relación entre la preparación ante la resistencia al cambio y el nivel de comunicación
interna con la implementación del proceso de gestión de cambio, concluyendo que los
STAKEHOLDERS si están preparados ante la resistencia al cambio y que existe oportunidad
de mejora tanto en la comunicación interna como en la ejecución de la implementación del
proceso de gestión del cambio. Es por ello que se propuso un plan de mejora basado en el
modelo de gestión del cambio de John Kotter complementado con los modelos de
comunicación interna de Manuel Tessi y gestión del cambio de Kurt Lewis para optimizar el
proceso de gestión de cambio llevado a cabo por el departamento.
Palabras claves: Implementación del proceso de gestión del cambio, Preparación de la
resistencia al cambio, Comunicación Interna, Departamento de TI, STAKEHOLDERS.
The objective of the study was to analyze the degree of preparation of Farinter's STAKEHOLDERS and the level of internal communication observed during the implementation of the change management process carried out by the company's IT department to propose an improvement plan to the organization, in order to avoid service degradation. This study was carried out with a non-experimental and cross-sectional design using a complementary mixed approach (DICO) accompanied by a correlational scope to measure the level of relationship between variables. A stratified probabilistic sampling was used in the IT and HR departments where 59 employees were surveyed, in addition to complementing the analysis through an interview applied to four (4) leaders of the IT department through a judgment or opinion sampling; where it was possible to verify that, if there is a high relationship between the preparation for resistance to change and the level of internal communication with the implementation of the change management process, concluding that the STAKEHOLDERS are prepared for resistance to change and that there is opportunity for improvement both in internal communication and in the execution of the implementation of the change management process. That is why an improvement plan was proposed based on John Kotter's change management model, complemented by Manuel Tessi's internal communication models and Kurt Lewis's change management to optimize the change management process carried out by the Department. Keywords: Implementation of the change management process, Preparation of resistance to change, Internal Communication, IT Department, STAKEHOLDERS.
The objective of the study was to analyze the degree of preparation of Farinter's STAKEHOLDERS and the level of internal communication observed during the implementation of the change management process carried out by the company's IT department to propose an improvement plan to the organization, in order to avoid service degradation. This study was carried out with a non-experimental and cross-sectional design using a complementary mixed approach (DICO) accompanied by a correlational scope to measure the level of relationship between variables. A stratified probabilistic sampling was used in the IT and HR departments where 59 employees were surveyed, in addition to complementing the analysis through an interview applied to four (4) leaders of the IT department through a judgment or opinion sampling; where it was possible to verify that, if there is a high relationship between the preparation for resistance to change and the level of internal communication with the implementation of the change management process, concluding that the STAKEHOLDERS are prepared for resistance to change and that there is opportunity for improvement both in internal communication and in the execution of the implementation of the change management process. That is why an improvement plan was proposed based on John Kotter's change management model, complemented by Manuel Tessi's internal communication models and Kurt Lewis's change management to optimize the change management process carried out by the Department. Keywords: Implementation of the change management process, Preparation of resistance to change, Internal Communication, IT Department, STAKEHOLDERS.