Estudio de mejora de procesos del área de administración de la Unidad de Gestión Educativa Local N° 03

• Autor: Agurto Agurto, Miguel Angel
• Formato: tesis de grado
• Fecha de Publicación: 2021
• Institución: Universidad de Lima
• Repositorio: ULIMA-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.ulima.edu.pe:20.500.12724/14036
• Enlace del recurso: https://hdl.handle.net/20.500.12724/14036
• Nivel de acceso: acceso abierto
• Materia: Continuous improvement processes; Public administration; Procesos de mejora continua; Administración pública; https://purl.org/pe-repo/ocde/ford#2.11.04

Process improvement carried out in the administration area of Local Educational Management Unit No. 03, was done by identifying existing problems, implementing various measures, monitoring and controlling the actions executed, and economically evaluating the implemented project. The effort made by the process improvement was to target problems in the administration area, such as the relationship with the provider, user satisfaction and attention to requirements that caused 70% of requests not attended on determined deadlines by current legal regulations, causing inconvenience and user complaints. This Process improvement project included the process of preparing study certificates, which started with the identification of problems and activities to optimize, since the team responsible took more than twenty (20) days than allowed by legal regulations for its production. For this, we used some tools such as the cause - effect diagram, Pareto diagram and the flow diagram. The next step was the change of management and the mentality of servers of the area. This change had the purpose of granting the citizens a public value, which could be verified with the decrease of complaints and claims. All this lead to an improvement in customer service. In conclusion, with the use of economic indicators, we corroborated the feasibility and viability of the project allowing us to obtain a (NPV of S / 45,381.41) and (IRR of 79%). These results justify the expenditure of the budget used to improve the service provided by the administration area.