Análisis, diseño e implementación de un modelo de gestión basado en un proceso crítico del Centro de Cómputo de la Universidad Católica Santiago de Guayaquil.

Abstract

The purpose of this study was the design a management model based on a critical process, including policies, procedures and indicators, that facilitates the measurement of performance and its impact on the quality of the service provided by the Computing Centre of the UCSG; with a qualitative and quantitative approach of the descriptive type, we sought to obtain data to perform statistical analysis on the operation of this Department and determine the level of satisfaction and perception of users with respect to the service they receive, to then pass to the identification and documentation of the processes inherent to the study to obtain baseline information about the current operation and needs of that Department. The population was formed by students, professors and administrative staff of the UCSG, giving a sample of 375 who applied a survey online whose format was designed based on the SERVQUAL model; In addition interviews with key officials of the University andthe Department were carried out in study, to meet the specific needs of users, finally applied the technique of observation of procedures that are met; processed the information it could be concluded that despite follow a structured and functional internal scheme, have documented their processes. As a result, the process map could be, was selected the critical process and designed his manual of policies and procedures with their corresponding performance indicators.