MANAGEMENT OF ORGANIZATIONAL SOCIAL RESPONSABILITY IN THE MEGAHIELO COMPANY, SANTA ROSA CANTON, EL ORO PROVINCE

GESTIÓN DE LA RESPONSABILIDAD SOCIAL ORGANIZACIONAL EN LA EMPRESA MEGAHIELO, CANTÓN SANTA ROSA, PROVINCIA EL ORO

Andreína Inés González-Ordóñez¹

E-mail: aigonzalez@umet.edu.ec

ORCID: https://orcid.org/0000-0003-2209-2295

Byron Steven Noblecilla-Troya¹

E-mail: byron.noblecilla@hotmail.com

ORCID: https://orcid.org/0009-0007-5963-6758

¹ Universidad Metropolitana. Ecuador. 

ABSTRACT

It is important and necessary nowadays for a company to prioritize Organizational Social Responsibility Management as a way to improve its performance and competitiveness. That is why this article aims to analyze the effects of Organizational Social Responsibility management on the internal clients of the company MEGAHIELO located in the Santa Rosa Canton, El Oro Province; this will allow it to improve the quality of the service it provides and the product produced by the company, as well as the responsibility that it keeps with its workers, the society and the environment. For this, the investigation was directed with a quantitative approach where a survey was applied to 68 workers of the company in order to know that the management of internal social responsibility is being developed. With this investigation it was possible to know that this company supports in various areas that benefit the personal and labor status of the workers, however, there are still some shortcomings such as financial support for their workers to prepare them intellectually and educative, with which they could improve their motivation, performance and productivity within the company.

Keywords:

Internal customers, interest groups, corporate social responsibility.

RESUMEN
Hoy en día es importante y necesario que una empresa priorice la Gestión de la Responsabilidad Social Organizacional como una forma de mejorar su desempeño y competitividad. Es por ello que el presente artículo tiene como objetivo el analizar los efectos de la gestión de Responsabilidad Social Organizacional en los clientes internos de la empresa MEGAHIELO ubicada en el Cantón Santa Rosa, Provincia El Oro; esto le permitirá mejorar la calidad del servicio que presta y del producto que elabora la empresa, así como la responsabilidad que la misma mantiene con sus trabajadores, la sociedad y el medio amiente. Para ello, la investigación se direccionó con un enfoque cuantitativo en donde se aplicó una encuesta a 68 trabajadores de la empresa con el fin de conocer cómo se está desarrollando la gestión de la Responsabilidad Social Interna. Con esta investigación se pudo conocer que esta empresa apoya en diversas áreas que benefician el estado personal y laboral de los trabajadores, sin embargo, aún existen algunas falencias como el apoyo económico para que sus trabajadores se preparen intelectualmente y se eduquen, con lo cual podrían mejorar su motivación, desempeño y productividad dentro de la empresa.

Palabras clave:
Clientes internos, Grupos de interés, Responsabilidad Social Empresarial.

INTRODUCTION

Organizations must satisfy the demands of their interest groups by establishing relationships and fulfilling their responsibilities and obligations with such groups through the development of a series of actions that contribute to the achievement of organizational objectives and goals. One of the interest groups that recognize this most emphatically are the workers, who become the first to demand that practices be adopted in companies that contribute to their improvement, nevertheless, these interest groups indicate that there are certain difficulties that limit the willingness to change certain activities and improve their management.

In this regard, Vargas (2012) states that companies are responsible for handling the expectations of their workers and shareholders, known as internal interest groups. Regarding the responsibility towards workers, considered the main asset of companies, Organizational Social Responsibility (OSR) requires equitable and respectful treatment for employees. All of this implies respect for constitutional rights, responsible management of human talent, which includes establishing fair salaries and incentives, developing training programs, maintaining hygiene and safety in the workplace, preserving an adequate and positive work environment, among other aspects. 

Nowadays, organizations face great challenges which are part of the development of markets, which are increasingly dynamic and unpredictable, and which require the use of new forms of management and leadership to take on the challenges that lead to business success. The management of RSO in organizations plays an important role for internal interest groups, as they must be attentive to all organizational changes and comply with responsibilities, because by not doing so they take the risk of losing the company's current strategic position, which makes it difficult to fulfill its objectives or goals and reduces its competitiveness, thereby generating great risks of financial losses.

According to Brito et al. (2020), companies must strengthen organizational capabilities along with the help of their collaborators by performing efficient processes, involving them in the value chain and giving them recognition, opportunities and incentives, in order to generate a sense of belonging based on ethical behaviors and leadership. The problem originates when the majority of most companies do not have sufficient control over the activities they carry out, the work environment and conditions they provide to employees, and the measurement of risk around the environment and society are not the best; this affects the inability of the company to make decisions to do something that benefits economic, social and environmental sustainability, which leads to a reduction in its effectiveness.

The procedures of social concern that companies can have are internal social responsibility and external social responsibility. Internal social responsibility refers to that which influences and affects the management of human resources, safety and health at work, management of environmental resources and environmental impact, workers and owners or shareholders. According to Martín (2020), internal RSO is a company-wide approach that reacts to its potential, current and future employees. This is perceived as a necessary investment in its future, as the proper implementation and management of an RSO program can improve the work environment by increasing employee engagement, stimulates creativity and generates a pleasant work environment. External social responsibility reaches even the grasp of the community; as well as a wide range of stakeholders such as suppliers, business partners, consumers, state authorities and government organizations that protect the environmental interests. As indicated by Mora (2020), external RSO maintains various aspects involved in the areas of the consumer, the environment, suppliers and society in general.

According to what Altamirano (2018) expresses, the interest groups of an organization, or also known as stakeholders or interested parts, are those legal or natural persons, organizations, collectives or groups that can influence or be affected by the actions or decisions made by a company, whether directly or indirectly. The interaction that exists between the organization and interest groups is based on transparent communication through principles, policies and values. 

In relation to the company's internal interest groups, employees can be mentioned, who are people with a dependency relationship in which they receive an economic compensation in exchange for the provision of services for the accomplishment of activities, they answer back to a hierarchical relationship where their work performance is constantly evaluated and also in the field of RSO the existence of occupational risks as well as economic, social, family, environmental and professional risks are taken into account.

The RSO policy that involves employee participation includes the company's communication strategies that favor informed action on the part of workers, their participation in conflict resolution and the company's innovative ideas. That is to say, for RSO to work there must also be commitment on the part of employees through active involvement in social responsible activities.

Concerning the company's responsibility towards its workers, it is necessary to mention that for an organization to work correctly and obtain the expected outcomes, its production must be of quality, and for this to be seen, optimal working conditions must be present, but not only that, but its workers must also receive fair, respectful and equitable treatment. All of this leads to maintaining an uninterrupted responsibility towards employees, since the important thing is to ensure their constitutional rights and an adequate work environment, according to Montañez & Gutiérrez (2015).

Similarly, Tello et al. (2018) consider that when referring to the social responsibility towards workers, it goes far beyond what refers to legal actions, but also refers to the integrity of the employee himself. That is to say, social responsibility within this interest group emphasizes in preventing any form of labor exploitation or denigration of the dignity of human beings due to labor issues, this includes both the work environment and remuneration.

Among the responsibilities with the internal client, specifically the worker, Rentería (2019), mentions: a) economic and legal ties: it is the responsibility that the company has towards the worker for a fair, sufficient and punctual salary, complying with the economic and legal regulations-; b) structural and service ties: refers to the possible development that the company offers to workers through specialized training and studies, and c) emotional ties: this encompasses every relationship that the company has with its workers through communication and good relations, both between workers and bosses.

In this sense, in this research the effects of RSO management on the internal clients of the company under study are analyzed, specifically in relation to the workers, for this the internal and external RSO practices applied by the company are determined and the economic and legal ties, the structural and service ties and the emotional ties that the company has established with internal customers are identified.

MATERIALS AND METHODS 

The type of investigation used in this research is descriptive by nature with a quantitative approach. A non-experimental design of a transactional or transversal type was used, due to the fact that the variables that have been investigated are not manipulated. The population was made up of 83 workers from the MEGAHIELO company and a sample size of 68 workers was established. The survey was used as a technique and the questionnaire as an instrument. The survey was made up of 35 questions with closed answers established on a Likert scale (Strongly agree, Agree, Indifferent, Disagree, Strongly disagree), following in this case the instrument built by Rentería (2019).

The data analysis was carried out using descriptive statistics using a support tool that is the statistical software SPSS V 22. In this, the frequency distribution, measures of central tendency (arithmetic average) and measures of variability were determined (standard deviation). The synthesis and description of the results was carried out using the average rating, so if it has a value of 4 or 5 (Strongly agree and Agree) it means that the subjects have a positive rating, otherwise, when the average is of 3 points or less (Indifferent, Disagree and Strongly Disagree) the rating is negative. 

Regarding reliability, the reliability of the instrument calculated by Rentería (2019) was taken.

For that purpose, the researcher determined the level of reliability or the level of understanding of the instrument used using Cronbach's Alpha coefficient, for which he applied a pilot test of 10% of the sample studied, yielding a result of 0.904 (highly reliable).

RESULTS AND DISCUSSION 

The obtained results in relation to internal corporate social responsibility are presented in table 1, which indicates that the average perception of the workers of the MEGAHIELO company is acceptable. In this sense, 61% of those surveyed show a low rating for the integration and recreation programs for staff. 

Furthermore, 75% of these indicate that they strongly agree and would like the company to carry out more integration and recreation activities. Likewise, 77.9% presented a low rating regarding the training of workers on topics related to the work they perform. According to that if the company provides work incentives to its employees, 79.4% consider this a low qualification. 91.2% of workers indicate that they strongly agree that the company provides them with better salary incentives as part of their good work performance.

Likewise, 95.6% of those surveyed consider that they strongly agree that they prefer financial incentives (money) instead of non-financial incentives (recognitions and diplomas). Regarding their health and safety measures, 88.2% of workers indicate that they agree that their work area does present the necessary measures for their performance.

As well as 92.6% of respondents who also agree that the company provides the personal protective equipment necessary for their safety. 70.6% of workers agree that training in good occupational health and safety practices is necessary and important. And finally, 76.5% of those surveyed responded with a low rating to the training provided by the company on safety practices and occupational health.  

These results indicate the importance of taking into account internal social responsibility to improve relationships with internal customers. The results obtained in the MEGAHIELO company coincide with many other companies that have some deficiencies in this area, as pointed out by Rentería (2019), who in his results expresses the need for companies to improve their internal responsibility by carrying out integration programs to workers and consider work incentives for them, especially financial incentives. 

External Corporate Social Responsibility

The results of the external social responsibility of the MEGAHIELO company are presented in table 2. It can be seen how 80.9% of those surveyed indicate a low rating when learning about the company's participation in voluntary actions in favor of the environment. In the same way, 80.9% of these are also considered a low rating due to the company's active participation in social support campaigns for the community. On the other hand, a high percentage such as 66.2% indicates that they strongly agree when asked if they would like to participate in social support campaigns for the community.

Similarly, 98.5% of workers also respond that they strongly agree that the client is important to the company and 70.6% positively indicate that they strongly agree that the services provided by the company satisfy the needs of its customers. Finally, 63.2% responded that the company provides good service for its customers. 

These results are similar to those presented by Arpi (2013), when pointing out how organizations have shortcomings when taking part in social and environmental campaigns, since, like in the MEGAHIELO company, only 34% of its workers surveyed responded that the company supports the community and cares for the environment. They also coincide with the results reported by López (2020), since when carrying out the respective surveys on the level of application of the subject active participation and development to the community, 42% of these indicate that it is null, followed by a 36% who respond average.

Table 2. Results of External Responsibility in the MEGAHIELO company.

Regarding the economic and legal ties that internal clients have with the company (table 3), it was found through the survey that 50% of them strongly agree with the salary they receive, since it is consistent and fair to the work they do, while 85.3% of these indicate that they agree that the salary they receive allows them to satisfy all their personal needs. Likewise, 61.8% responded that they agreed that the company complies with labor laws. With a similar percentage of 67.6% of those surveyed, they indicate that they agree that profits are distributed according to law. 69.1% also agree that the salary payments issued by the company are punctual.

The economic and legal ties that link the worker to the company are necessary for him to be motivated and integrated into its activities and, above all, to participate in the organization; therefore, the company must respond to the needs of internal customers. These results show that the company complies with labor legislation, pays salaries and benefits in a timely manner, at this point, it is also known that the respondents consider that the salary they receive is adequate for the work they do, making the motivation for performing quality work is greater, which represents a great benefit for the company, since good performance by internal clients improves the economic benefits for the company. 

In this regard, Quinto (2015) points out that if the company supports its workers, especially when this support is financial, a great bond and a very strong connection is created between the worker, the company and their boss, generating two great benefits for the company, as it is a job with better characteristics on the part of its employee and an intellectual and professional growth for the company, this is something that is highly valued in the quality of its product.

Table 3. Results of Economic and Legal Ties of the internal interest group with the MEGAHIELO company.

According to the structural and service ties (table 4), the workers of the MEGAHIELO company indicate that they disagree when they are asked if the company provides financing for studies, this response corresponded to 75% of the workers. In the same way, it was found that 85.3% of those surveyed indicated that they would strongly agree that the company provides them with benefits or facilities for their professional improvement.

This result indicates that workers consider that the company in which they work does not provide them with access to education, it does not provide support and facilities for their studies, such as scholarships or courses, which shows that the company is not interested in supporting its workers to grow academically, this being a negative aspect for the development of the company's intellectuality.

For their part, 89.7% of workers agree that they are fully capable of carrying out the activities that the company requests of them. Likewise, 50% of workers strongly agree that the company participates in projects to fulfill its activities.

These results coincide with those obtained by Rentería (2019), in relation to the lack of financial support for workers so that they can carry out studies, which is why he points out the importance of this type of economic support, since in this way they strengthen themselves the structural ties with the company, this result is similar to the result obtained with the MEGAHIELO company, knowing that it is one of the facts that the company does not give great priority.

Table 4. Results of Structural and Service Ties in the MEGAHIELO company.

Regarding emotional ties (Table 5), it was found that 86.8% of those surveyed indicate that they strongly agreed that the company does offer the opportunity to develop their career within it. On the other hand, 85.3% indicate that they agree to identify with the MEGAHIELO company and with the achievement of its objectives.

57.4% indicate that they also agree that during the last few months they have received recognition or praise for doing a good job. Likewise, 61.8% of them indicate that they agree that their direct supervisor cares about their work and personal problems. 54.7% consider that their opinions are taken into account. Likewise, 88.2 also responded in agreement when asked if there is a good relationship between their area colleagues. 89.7% consider that they agree that communication between members of their area is good.

As in the previous question, 89.7% of respondents indicate that they agree that they do receive the information they require to carry out their work on time. And finally, 85.3% of the company's workers agree that there is assertive communication with their direct boss. 

The emotional ties of workers with the company are necessary to achieve greater commitment and identification with the organization, employees who maintain a positive emotional relationship with the company help to achieve the organization's objectives, so they should strive not only in maintaining them but also in strengthening them.

Although the employees of the MEGAHIELO company identify with the organization and achieve their objectives, in the same way, communication and relationships within the organization are good, in addition to the fact that the company provides employees with a professional career, it appreciates their achievements at work, they face professional and personal problems and take their opinions into account, this is very beneficial for the company, since this helps workers generate ties with the company and their colleagues, adapting a work environment favorable for its development.

According to Rentería (2019), when there is fluid communication between company workers and direct bosses, a greater work development is generated, since emotional ties are strengthened and employees feel more comfortable working in the company. 

CONCLUSIONS

The company maintains an adequate internal organizational social responsibility management in practice, according to the study results. This result occurs because the company supports its employees by providing adequate protective equipment and its work area presents its occupational health and safety measures for all its performance, despite this, certain important points must be taken into account for a correct development of the company.  

In the company, external organizational social responsibility practices are carried out on a limited basis, because it does not have an active and recurring participation in voluntary actions in favor of the environment and in social support campaigns for the community, which greatly harms magnitude to the company, since it separates it from a direct relationship with external social responsibility and its interest groups.

The economic and legal ties that the company develops with its internal clients are positive, since the salary they receive is in accordance with the work they do and that the company complies with its labor laws by distributing adequate profits and providing remuneration and benefits on time. 

The structural and service ties that the MEGAHIELO company has with the company's internal clients are of a very low level, since the company does not support its workers financially so that they can have better access to studies. This is important and necessary since while workers grow intellectually and professionally, the company grows with them and maintains a better development.

The company maintains strong emotional ties with internal clients since they are committed to developing their career with the company in the same way, the company provides recognition and praise for the work they do, considers their opinions and there is adequate communication between the employee and his direct bosses, greatly favoring the development and success of the company.

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