Diseño de un sistema de gestión por procesos para la Constructora Hnos. Zambrano, del cantón El Carmen, provincia de Manabí

Abstract

The primary purpose of this thesis was the Design of a Process Management System for the Hnos. Zambrano Construction Company, in the period 2019, whose activity lies in the manufacture and distribution of construction products. It is taking as a starting point the situation of the company that led to the lack of strategic planning that clearly defines the processes aimed at meeting the objectives that the organisation wishes to achieve. Therefore, an analysis and verification of the fulfilment of the mission, vision, goals was carried out, to carry out the gathering of information through the use and application of research techniques such as observation, survey and interview, which were applied both the manager of the company as well as workers and customers, who allowed to collect the necessary data and thereby understand the real circumstances in which the company is located. Within the fieldwork, variables such as hierarchical structure, working environment, communication channels, training, customer satisfaction, product quality, focused on the sample size that in this case is 398 clients, as well as 11 workers who were objects, were examined Of the investigation. It was the result of the study that the company does not have a structure that serves as a guide for the execution of processes thus preventing the useful and productive development, on the other hand, there is no control of functions, activities, resources involved within of each of the processes, these being strategic, key and supportive. A proposal was proposed focused on the design of a management system appropriate to the organisational conditions. It thus provided a solid foundation in case the company decides to implement the system creating an environment of continuous improvement seeking to reach optimum levels of productivity.