Analysis of Future Prospects of Environmental, Physical and Psychosocial Working Conditions on Companies Offering Services

Abstract

The research “Analysis of future prospects of environmental, physical and psychosocial working conditions on companies offering services” via the application of a survey using the LEST format (Guelaud, Bauchesne, Gautrat and Roustang, France, 1978) aims to identify the most important human factors which will affect the quality of services. It is how we will identify opportunity areas where to move industrial engineering tools to help improve and facilitate the provision of services. The research conducted on the summer of 2014 was based on information submitted by the Ministry of Economy of the State of San Luis Potosi, resulting in the implementation of 500 surveys (it means the 50% of the employees of 96 SMEs (small and medium enterprises, which represent the 70% of the local industry) giving a result with 98% reliability. This research proved that the quality of services depends on mental aspects rather than physical. It was shown that the handling of information, communication and relationship with peers, allows workers to provide better customer service. It also defined that there are additional situations that affect the value chain of services and, with minor improvements, can contribute to increased quality of service. Employees and immediate supervisors agree that to reach the customer satisfaction, it is necessary to reach the working team satisfaction first, because in the end it is the workers who manage such moment.