Análisis y evaluación del modelo de gestión por procesos en el área de gestión de calidad de servicio y desarrollo institucional que actualmente ejecuta el GAD municipal de Salinas, periodo 2016

Abstract

The objective of the research is to perform the analysis and evaluation of the management model by processes in the service quality management area that is currently executed by the municipal GAD of Salinas. For the development of the study, the research method is applied; deductive, inductive and descriptive to make a description of the main findings. This is complemented by the application of direct observation and survey, applied to staff and users to determine the level of quality of the service. The main result of the investigation is the restructuring of the processes; Identification of the User's Needs / Evaluation of User Satisfaction / Attention Web Form or E-mail / Telephone or Face-to-Face Attention. Finally, through the study it is possible to determine that a large number of GAD users feel dissatisfied with the service, due to the fact that they do not have a complete order when carrying out the procedures, and the workers do not fully comply with their functions, It is necessary to restructure the service so that the organization meets its institutional objectives.