Ingeniería Industrial · 2025

Propuesta para mejorar el clima organizacional y el desempeño de los agentes de servicios de la nueva Eps en la oficina de atención al usuario de la ciudad de Armenia Quindío

Resumen

The diagnosis of the organizational climate of the New EPS has revealed the urgent need to address deficiencies in fundamental areas such as motivation, communication and leadership. An unfavorable organizational climate can have significant negative consequences for the company, such as a decrease in productivity, an increase in absenteeism and increased staff turnover. However, it is encouraging to note that despite these challenges, employees maintain a positive feeling towards the organization, indicating a latent potential for change. With the aim of reversing this situation and building a healthier and more productive work environment, a comprehensive action plan has been designed that focuses on strengthening the identified weak areas. Through personalized training programs, two-way communication initiatives and the development of more participatory leadership, we seek to foster greater employee commitment to the organization and, ultimately, improve the quality of services provided to citizens. This plan not only aligns with company policies, but also represents a strategic investment in its most valuable human capital. However, this diagnosis of the organizational climate of the New EPS has revealed the close relationship between the work environment and the quality of the services provided to citizens. A positive organizational climate translates into more motivated and committed employees, which in turn is reflected in greater customer satisfaction.

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