Gestión por Procesos en la servucción de Suministro de Agua Potable: caso Junta Administradora Regional Sur

Abstract

The Drinking Water company "Junta Administradora Regional Sur" has been dedicated to providing the drinking water service for 20 years. Time during which no process has been implemented. It is currently in the stage of growth therefore it is necessary to develop a Process Management model that allows us to maintain and improve the service in a successful way. It is for this reason that the present research work has focused on developing an internal and external analysis of the company, in order to establish a Process Management model, which allow to improve the service. The data from the survey obtained through the survey applied to the workers of the company indicate that it is important to correct aspects such as training. These would help to determine a management model; in addition, the design of a process management model is the best option to solve the drinking water service problem. Thus, the proposal resulting from the research guided me to identify and design a process management model. Obtaining information from existing processes in the company, designing a process map and implementing the seven quality tools to improve customer satisfaction in terms of service.