Participatory evaluation of continuous improvement strategies in COVERTOSA S.C.C

Abstract

This study was conducted with the aim of identifying and prioritizing continuous improvement strategies within the company COVERTOSA S.C.C., taking into account its operational context, available resources, and internal capabilities. To this end, a structured survey was administered to key stakeholders within the organization, complemented by in-depth interviews, in order to gain a broad and accurate understanding of the main issues affecting business efficiency. Subsequently, seven improvement strategies were defined and evaluated using the VIKOR multicriteria decision-making method, based on criteria such as cost, implementation time, operational impact, employee acceptance, and interdepartmental integration capacity.The results revealed a high level of agreement among participants regarding the need for automation, clarification of organizational structures, and reinforcement of a culture of continuous improvement. The highest-ranked strategy was the design of a digital organizational chart with clearly defined roles, followed by the optimization of the CAMILA system and the promotion of an organizational culture oriented towards change. These findings led to the recommendation of a gradual implementation plan, prioritizing low-cost actions with high internal acceptance as a starting point for more complex transformations. The study provided a practical analytical tool for strategic decision-making and demonstrated the feasibility of integrating participatory methodologies and multicriteria techniques in real business settings.