Diseño de la administración de gestión por procesos bajo el enfoque de la ISO 9001-2008 y el Balanced Scorecard en la empresa Polimundo S.A. de la ciudad de Quito año 2015

Abstract

The company Polimundo SA is a travel agency which offers tourist services to national and international level under license from the International Air Transport Association IATA, the main office is located in the city of Quito. The central problem of this is that it has not adopted an administrative management based in process as a systematic way to improve the activities and institutional performance; as a solution to this problem it is recommended the Administration Process Management, under the approach of ISO 9001-2008 and the Balanced Scorecard, which will provide a model of innovative, systemic administration to improve the effectiveness, efficiency of human talent arises and institutional goals. With the administration process management approach under ISO 9001-2008 and Balanced Scorecard the company will have a quality policy, strategic objectives with the goals from the perspective of clients, financial, internal processes, learning and growth, tools needed to improve administrative management to ensure compliance with plans, programs and processes running the organization to achieve customer satisfaction. Keywords: administration, process management, quality, policies, Balanced Scorecard, continuous improvement.