Practical manual for the implementation of service and process improvement methodologies, quality models and tools

Abstract

This study seeks to identify the common factors in the methodologies, practices and management models, as well as in the quality tools used by leading national companies through a systematic review in which the city of Guayaquil was taken as a sample reference, investigating the achievement of procedures in institutions that have adopted this simplification model. It responds to a result of the research project carried out by students and teachers of the TES: Practical manual for the implementation of methodologies for the improvement of services and processes, models and quality tools. The authors used instruments such as interviews, SWOT analysis, Ishikawa diagrams, among others, to collect qualitative and quantitative data. The technique used was documentary review, using record cards as an instrument. The results obtained allow us to conclude that the authors' analysis highlights the need to apply specific strategies to improve organizational efficiency. They also seek to reflect the impact that quality management has had on the country's competitiveness. In addition, the importance of adopting proactive approaches to address the challenges identified in other studies is emphasized.