360-degree and leadership assessment in a service company in northern Mexico applying multivariate techniques

Abstract

The aim was to formulate a 360-degree and leadership evaluation of a service company in northern Mexico to determine its strengths and areas of opportunity. Technical, professional and personal skills were evaluated through an instrument of 44 questions operating interviews with the main collaborators. The instrument was properly validated with the Cronbach's alpha parameter. The information was analyzed with a principal component analysis (PCA) and, in addition, conceptual maps were made using multidimensional scaling. The PCA results showed that six components explain 85% of the information and the scores of communalities with a range of 0.750 to 0.943. Visualized strengths highlight paying attention to customer needs, such as conversations and communication skills. As areas of opportunity were noted the definition of objectives, the measurement of performance in the short term and long-term, such as the need to motivate the work team (discriminant values: 0.715 to 0.739). It is concluded that the implementations of multivariate techniques allow visualizing the way in which the collaborators are perceived in their performance in the company and values can be assigned to variables that allow improving the work environment and productivity.