360-degree evaluation of leadership in a service company in Chihuahua using multivariate techniques

Abstract

The purpose of this research was to apply several multivariate techniques to reinforce the analysis and interpretation of a 360⁰ and Leadership Evaluation in a case study of a service company in Chihuahua; with the purpose of determining the strengths and areas of opportunity within the organization that allow it to improve and provide a more consistent quality service to customers. Technical, professional and personal skills were evaluated through an instrument made up of 44 questions through an interview with each of the main collaborators. The instrument was validated with Cronbach's alpha parameter of 0.702. The principal components technique reduced the dimensions to only 6 components explaining 85% of the information. The scores of the communalities ranged from 0.750 to 0.943. Concept maps were made using multidimensional scaling for each participant and globally with Stress values of 0.08329 and an RSQ of 0.98394. Among the strengths displayed, attention to customer needs, conversations, and communication skills stand out. How areas of opportunity the definition of objectives and measurement of performance in the short and long term, such as the ability to motivate your work team with discriminant values between 0.715 to 0.739. Multivariable techniques allow not only to visualize the way in which collaborators are perceived in their performance within the company, but also to assign values to qualitative variables that allow improving the work environment and productivity in the organization.