Estudio de gestión por procesos en las Jefaturas de Nivelación, CAAI e Idiomas bajo las normas ISO 21001:2018 en la ESPAM MFL

The implementation of the ISO 21001:2018 approach in the processes of the Leveling Headquarters and the Centers at Escuela Superior Politécnica Agropecuaria de Manabí Manuel Félix López is essential for its integration into the Management System for institutional Educational Organizations. Therefore, the objective of the research was to apply process management in the aforementioned headquarters under the approach of the ISO 21001:2018 Standard as a contribution to the achievement of superior quality standards aligned with national and international requirements. A qualitative, bibliographic and field research was applied, with a descriptive scope, structured in three fundamental phases in which theoretical and practical methods are applied, as well as techniques for collecting information such as interviews, focus groups, supported by tools such as process sheets, matrices, modeled in BPMN using the Bizagi Modeler software. As a result, a total of nine processes are identified, creating initial information gathering matrices and characterization sheets detailing the elements that characterize each process studied. Process performance indicators were also formulated, with the corresponding sheets. Failure Modal and Effects Analysis (FMEA) matrices were developed where the possible errors that may occur in the activities that make up the process and their causes were identified, allowing control mechanisms to be formulated. Finally, the processes were diagrammed, identifying the areas involved in the execution of each activity. The study carried out contributes to the achievement of academic results with higher quality standards in the headquarters, object of analysis.

• 1. autor: Moreira Zambrano, Shirley Gabriela (author)
• Kolejni autorzy: Zambrano Cedeño, Ana Isabel (author)
• Format: masterThesis
• Język: spa
• Wydane: 2024
• Hasła przedmiotowe: Estandarización; Matrices; Indicadores de desempeño del proceso; Modelación BPMN
• Dostęp online: http://repositorio.espam.edu.ec/handle/42000/2531