Process management in contribution to the quality of public institutions in Ecuador

Abstract

The Ecuadorian State has outlined policies with the intention of guaranteeing the delivery of excellent services in all state entities. The research is carried out in the Babahoyo District Education Directorate with the objective of improving the citizen service process. The research has a quantitative approach, with an experimental, transversal and applied type. Theoretical research methods are used to determine the trends of process management and its particularities in public facilities; empirical methods for the diagnosis and development of improvement processes (observation, documentary review, interview and expert work) and mathematical methods in the design and evaluation of the proposal. A training strategy is developed and implemented through a training-action process. External specialists are summoned, their expertise is checked, selecting those with the most possibilities. The results achieved are verified with the Torgeson method to evaluate the team's consensus that the proposal achieves adequate training, improvements in the process, favorable changes in the culture and positive results in customer satisfaction, which contributes, existence of consensus and that the variables analyzed are absolutely essential.

Keywords: Management by process, Public institutions, Training strategy, Training– action.