Elaboración de un Balanced Scorecard, como herramienta para optimizar los procesos de matriculación vehicular, del Centro de Revisión Técnica (UMTTTSV), del cantón Chimbo

Abstract

In the present research work, the preparation of a Balanced Scorecard was proposed. As a tool to optimize the vehicle registration processes, of the Technical Review Centre (UMTTTSV). Chimbo Canton, which was developed with the purpose of contributing with a tool .To help optimize vehicle registration processes, focused on efficient management that adapts to the needs of users and the continuous improvement of their processes, the research starts with the analysis of the current situation, where interviews were applied to employees of the Unit and user surveys .It was found that the Chimbo Canton Transit Unit does not have a management tool based on users, processes, human and economic-financial talent, and it is also necessary to propose new innovation alternatives in the processes for vehicle registration, vehicular technical review and issuance of qualifying titles. Also, it was determined that the service provided does not meet the expectations that users expect to receive the proposal raises strategic objectives, goals and indicators for each perspective of the Balanced Scorecard to be performed for each aspect in the Unit, such as: user satisfaction, efficiency in processes, human talent management and financial perspective .For this reason it is recommended to implement the Balanced Scorecard tool to provide a quality service.