Design of operational processes and quality of service in companies in the construction sector

Authors

Suarez Torres, Betty Lizby

Medina Narro, Roxana Stephanne

Abstract

The objective of the research was to determine how the design of operational processes impacts the quality of service of a company in the construction sector; It has also followed a pre-Experimental approach, where data collection techniques such as documentary and file analysis, interview and direct observation and their respective instruments such as the documentary analysis sheet, interview guide and process observation sheet were used. For the design of the process, the Methodology for the Implementation of Management by Processes in public administration entities was applied within the framework of Supreme Decree No. 004-2013-PCM, National Policy for the Modernization of Public Management” (SGP of the PCM 2013 - Peru), which has used the theoretical bases of the ISO 9000 standard, the model of excellence in management and the Ibero-American charter of quality in public management. The results show an increase equivalent to 140% for the satisfaction indicator regarding the service, and an increase equivalent to 29.07% for the new clients indicator. The impact of the design of operational processes in the service quality indicators evaluated, demonstrated economic viability by obtaining a Benefit/Cost of 2.07 soles, a social impact evidenced an improvement in the efficiency of the collaborators in relation to their functions and activities, as well as its response capacity, and finally, the environmental impact yielded a 33% cost savings by implementing digitized processes and reducing the use of paper. This article is divided into introduction, state of the art, objectives, material and methods, methodology for the implementation of process design, discussion, results and conclusions