Elaboración de un modelo de gestión comercial para el Instituto de Posgrado y Educación Continua de la Escuela Superior Politécnica de Chimborazo para el periodo 2015

Abstract

This thesis consists in the creation of a business management model for the Institute of Postgraduate Studies and Continuing Education at the Polytechnic School of Chimborazo in the 2015 period, with the aim of improving the efficiency and effectiveness of the results and knowledge provided by the Graduate Institute (IPEC). Market research and conducting surveys to potential and current customers of the institute was made; whereby relevant data that helped the development of this work, in which the implementation of a EFQM Excellence Model is proposed and by developing its nine criteria, define the processes that will be important to achieve full management was obtained the quality and therefore the delivery of a service of the highest level. It was identified and concluded that the Graduate Institute has several problems and shortcomings in the process of service delivery, management of these processes and the position of the Institute competitively against its nearest competitors. It is recommended efficiently manage the delivery of information, advertising strategies, clearly define the processes that IPEC performs, show a striking image and renewed Institute and the implementation of the EFQM model which will complement better tools improve the quality of the service provided.