Desarrollo del sistema de gestión por procesos para la Notaría Primera del Cantón Loja, año 2014-2015

Abstract

The present master’s degree work contains the development of a process management system for the Notaría Primera del Cantón Loja. The general objective is to develop a management system that allows the efficiency improvement in the administration and increase the client satisfaction. It has been proposed the organization process map, the processes, procedures and the indicators management system will guide the Notaria to its constant improvement. The method used is descriptive, the techniques are: scale to measure attitudes, direct observation, interviews and documental review. As a result, it’s determinate that at present exist deficiencies in the notarial service provider related to the process quality. At the implementation of the process management system, the organization will be capable of monitor the financial, operational, administrative and planning performance, through performance indicators for each process. It concludes that the developed work allows a process management approach, with the purpose of offering a quality service in alignment with the user requirements. Keywords: Process, Management System, Indicators, Service Quality, Servqual