Diseño e implementación de un plan de mejora continua aplicando la metodología six sigma a la gestión administrativa del GADMC Colta

Abstract

The objective of the present research was to improve the organizational performance and thus the confidence of the citizens in the administrative management of the Decentralized Municipal Autonomous Government (DMAGCC) of the Colta Canton, an institution in which there has been a high degree of dissatisfaction in the quality of service perceived by users. Therefore, a continuous improvement plan was designed and implemented, based on the stages of the define, measure, analyze, improve and control (DMAIC) six sigma methodology. During the definition stage, the domain transfer process was determined as the six Sigma project due to its high percentage of demand, as well as the processing time was defined as a quality and a variable requirement to be evaluated. The measurement phase included the description of the process, the detection of the problematic phase of the process, and the collection of data for the evaluation of the current scenario. Later in the analysis phase, the main causes of variation were identified and determined. Then in the improvement stage, solutions were proposed that address this problem, which were evaluated, resulting in the simplification of operations as a feasible solution, as well as implementation and validation. Finally, permanent control tools were developed, which ensure the maintenance of these new work practices and seek a cyclical continuous improvement of the process. The execution of the methodology allowed to optimize the attention time, eliminate repetitive operations, reduce variability, and improve the capacity of the process. It is concluded that the implementation of the six-sigma methodology contributes to improving the quality of service and the performance of the institution. It is recommended to promote this methodology of continuous improvement to all the service processes offered by the GADMCC, once the commitment of its employees has been assured.