Diseño de un Sistema de Gestión por procesos en el departamento de Educación Continua de la Universidad de Cuenca, año 2015.

Abstract

The present thesis document has like a main objective, establishing a Process Management System for the Continuous Education Department of the University of Cuenca; In order to do this, was necessary collaboration of administrative staff and participants of certain courses. One macro-process was performed, with aim to show, how the system is structured, it will help to satisfying customer needs; a Process Map was developed too, this will support with interpretation and interrelationship of the different processes that this department are leading. Is presented a Process Manual; which allows to properly understanding processes and procedures: strategic, main and support of the department; each of them was made through an information research document, it contains: objective, responsible users, start and finish requirements, inputs, outputs, activities. Similarly an indicator document was developed, containing: calculus method, information sources, monitoring, target and graphics. Continuous improvement method was applied to processes that required it, using Deming cycle. Key Words: CED (Continious Education Department), process, indicators, macro-process, customers.