Modelo de gestión por procesos basado en normas de calidad en el departamento de producción y logística de la Empresa Creaciones Lili’s de la ciudad de Riobamba

Abstract

The purpose of this research is to design a Process Management Model, as a proposal to improve the current situation of the company Creaciones Lili's, with the purpose of providing a guide for good management, allowing it to achieve organizational effectiveness and efficiency, making it more competitive. In Chapter I, the problem, justification and objectives were formulated, in Chapter II the present investigation was based and theoretically based, the following were developed and analyzed: management models, process management, process manual, norm ISO 9001 and everything related to the development of this thesis, in Chapter III addressed the methodology of research, types of study, methods and tools such as: surveys and interviews, in Chapter IV proceeded to do everything what concerns for a system of management by processes and finally in Chapter V the conclusions and recommendations were made. The design of a process management system proposed for the company Creaciones Lili's, was focused on four steps which were: The identification and sequence of the processes, The description of each of the processes, The monitoring and measurement to know the results they obtain and the improvement of the processes. It is expected that this work is a contribution of research, analysis and proposals to the administration of the company Creaciones Lili's.