Diseño de un modelo de gestión estratégico basado en el balanced scorecard para “CONDUESPOCH E. P.” De la ciudad de Riobamba, provincia de Chimborazo

Abstract

The present investigation aimed to elaborate a strategic management model base don Balanced Scorecard for “CONDUESPOCH E.P” in Riobamba city, Chimborazo province in order to translate the strategies of this institution. A field trip was used by using techniques such as: interviews, surveys and direct observation. The results were favorable clientsꞌ satisfaction 90%, employeesꞌ satisfaction 73% and school positioning 21%. A situational analysis was carried which was used as basis to establish strategic objectives. The Balanced Scorecard was elaborated as proposal including the following perspectives: financial area, clients, internal processes and learning. Goals, indicators and initiatives were established to get the objectives such as: to maintain 22% of profitability about ownerꞌs equity, to reach 60% of excellence in service quality and other ones. It is concluded that this model will help to make decisions in the enterprise to improve the financial area, workers, clients and control in the internal processes. It is recommended to implement this tool not only in the institution mentioned above, but also in other similar institutions so that these can progress and succeed.