Propuesta de un modelo de gestión de calidad en el servicio y su incidencia en la atención a los usuarios en talleres municipales del Gobierno Autónomo Descentralizado Municipal del cantón Pastaza, período 2014-2015.

Abstract

Both public and private companies must adapt to changes that occur daily especially in the administration and the provision of services, this depends on the degree of competitiveness and the fulfillment of its objectives and goals. An essential tool in this process is the implementation of a management model, which is the description of a reality that is understood and analyzed to improve or modify, becoming an effective guide to all organizations in the process of improvement, to measure the level of user satisfaction. The Workshops of Decentralized Autonomous Municipal Government of canton Pastaza, as part of this institution, don´t have a management model to improve the service to their customers in both, the administrative processes such as in the work environment. This problem was identified through a research using methods that allowed knowing the existing reality, and techniques such as observation, survey and interview, applied to external customers and the area manager and departmental manager. Subsequently and applying the concepts and theories studied in chapter two, a Model for Quality Management is developed for workshops of Autonomous Government Decentralizer of Cantón Pastaza, based on the EFQM (European Foundation for Quality Management) Model, focused on overcoming weaknesses and taking advantage of opportunities that come from institutional diagnosis.