Requerimientos de trabajo y competencias laborales para una empresa de servicios alimentarios

Abstract

The role of human talent in companies to achieve successful results in any process, focuses on aspects of attitude, performance and skills, hence the importance of always having qualified and trained people in the work teams that facilitate organizational development and strengthening. In accordance with the above, the purpose of this study is to analyze the labor requirements and competencies that are required to improve the level of services, in a company in the food sector, multinational character, in the headquarters of the city of Cali-Colombia. Due to the lack of clarity in the requirements for the positions and not having established labor competencies, there was an inadequate selection of personnel, high turnover rates, high training costs, low levels of productivity, low levels of customers service, and impact on indicators related to sales and service processes. Following the case study methodology, a detailed description of the charges and processes was made, along with a review of specialized literature, seeking to clarify the company`s problems. Then, the instruments for the collection of information were designed, the work requirements and labor competencies of the operational positions for the human management and service delivery processes were defined, all this through the application of industrial engineering techniques and through the elaboration of a manual of responsibilities that allowed to establish a system of evaluation of the performance of the personnel. To achieve the purpose of the study, this document presents the following structure: literature review, study design, case description, results and discussion, and conclusions