Evaluación de la gestion por procesos de la Empresa Pública CONDUESPOCH

Abstract

The evaluation of the process management of the public company CONDUESPOCH is because the organization has not implemented processes in its daily activities. This has led to problems such as duplication of functions and decision-making difficulties, as the processes are not properly established. The objective of this research was to design a process management system to improve the quality of services offered by the driving school E.P in the city of Riobamba. The applied methodology encompasses both quantitative and qualitative approaches, allowing for surveys to be conducted with employees and external clients. A comprehensive diagnosis and an exhaustive analysis of the current situation were carried out, revealing that the institution lacks awareness of processes and operates spontaneously due to issues with the lack of a clear and defined structure for internal procedures. Therefore, the proposal is to establish appropriate and effective management of resources, leading to increased efficiency among employees, resulting in an improved work environment and aiming to minimize costs and avoid unnecessary efforts that were previously undertaken. The effective implementation seeks to enhance responsiveness to citizens, ensuring satisfaction of expectations and needs of the population served by the driving school CODUESPOCH. This, in turn, facilitates decision-making in institutional activities, enabling a more effective performance of daily tasks.