Gestión de procesos en el área administrativa del Colegio Remedios Catalina Amaya Riohacha
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Fecha
2021
Autores
Martínez Redondo, Cinthya Marcela
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Ediciones Universidad Simón Bolívar
Facultad Administración y Negocios
Facultad Administración y Negocios
Resumen
Las nuevas realidades que circunda la gestión administrativa en las organizaciones, sugieren la concepción de nuevos pensamientos de gestión que conduzcan el accionar administrativo hacia actividades orientadas a satisfacer las necesidades del usuario, mediante la generación de valor y el desarrollo de técnicas de mejoramiento continuo que impacten en los procesos estratégicos, operativos y de apoyo que caracterizan su actividad productiva. El objetivo de la investigación fue Proponer un modelo de gestión por procesos en el colegio Remedios Catalina Amaya de la ciudad de Riohacha. Para ello se desgloso el estudio a través de las dimensiones tipos de procesos, herramientas para la gestión por procesos y las etapas de la metodología para la gestión por procesos. Entre los referentes teóricos se puede mencionar a Muñoz (2018), Rodríguez (2017), Chirivi (2017), Cajamarca (2012), Mallar (2010), entre otros. El tipo de investigación es descriptiva- propositiva, con diseño de campo, no experimental y transeccional. La población objeto de estudio fue el personal del área administrativa del colegio Remedios Catalina Amaya. La técnica de recolección de información fue la encuesta y el instrumento el cuestionario, el cual fue validado mediante el método juicio de expertos y la confiabilidad calculada con el alfa de Cronbach’s que arrojo un valor de 0.86 considerado como una alta confiabilidad. El análisis de los resultados se realizó mediante los parámetros de la estadística descriptiva como la media, las frecuencias absolutas y relativas, la mediana, la moda y la desviación estándar. Entre los principales resultados se puede afirmar que el colegio no cuenta con un modelo de gestión de procesos, dado que sus actividades se realizan de manera tradicional, esto se evidencia en los bajos puntajes obtenidos en los procesos operativos, en el uso de herramientas de gestión de procesos y las falencias en las etapas metodológicas de los procesos. Entre las conclusiones, se puede afirmar que están dadas las condiciones para que mediante el diseño del modelo de gestión el área administrativa del colegio pueda transformarse hacia la gestión por procesos, satisfacer los requerimientos de los usuarios y generar valor en el funcionamiento de departamento administrativo.
The new realities that surround administrative management in organizations, suggest the conception of new management thoughts that lead administrative action towards activities aimed at satisfying the needs of the user, through the generation of value and the development of continuous improvement techniques that impact in the strategic, operational and support processes that characterize its productive activity. The objective of the research was to analyze process management at the Catalina Amaya remedies school in the city of Riohacha. For this, the study was broken down through the dimensions of types of processes, tools for process management and the stages of the methodology for process management. Among the theoretical references we can mention Muñoz (2018), Rodríguez (2017), Chirivi (2017), Cajamarca (2012), Mallar (2010), among others. The type of research is descriptive-propositional, with a field design, non-experimental and transectional. The population under study was the staff of the administrative area of the Remedios Catalina Amaya School. The information collection technique was the survey and the instrument the questionnaire, which was validated using the expert judgment method and the reliability calculated with Cronbach's alpha, which yielded a value of 0.86 considered as high reliability. The analysis of the results was carried out using the descriptive statistics parameters such as the mean, the absolute and relative frequencies, the median, the mode and the standard deviation. Among the main results, it can be stated that the school does not have a process management model, given that its activities are carried out in a traditional way, this is evidenced in the low scores obtained in operational processes, in the use of management tools of processes and the shortcomings in the methodological stages of the processes. Among the conclusions, it can be affirmed that the conditions are in place so that through the design of the management model the administrative area of the school can be transformed towards management by processes, satisfy the requirements of the users and generate value in the operation of the administrative department.
The new realities that surround administrative management in organizations, suggest the conception of new management thoughts that lead administrative action towards activities aimed at satisfying the needs of the user, through the generation of value and the development of continuous improvement techniques that impact in the strategic, operational and support processes that characterize its productive activity. The objective of the research was to analyze process management at the Catalina Amaya remedies school in the city of Riohacha. For this, the study was broken down through the dimensions of types of processes, tools for process management and the stages of the methodology for process management. Among the theoretical references we can mention Muñoz (2018), Rodríguez (2017), Chirivi (2017), Cajamarca (2012), Mallar (2010), among others. The type of research is descriptive-propositional, with a field design, non-experimental and transectional. The population under study was the staff of the administrative area of the Remedios Catalina Amaya School. The information collection technique was the survey and the instrument the questionnaire, which was validated using the expert judgment method and the reliability calculated with Cronbach's alpha, which yielded a value of 0.86 considered as high reliability. The analysis of the results was carried out using the descriptive statistics parameters such as the mean, the absolute and relative frequencies, the median, the mode and the standard deviation. Among the main results, it can be stated that the school does not have a process management model, given that its activities are carried out in a traditional way, this is evidenced in the low scores obtained in operational processes, in the use of management tools of processes and the shortcomings in the methodological stages of the processes. Among the conclusions, it can be affirmed that the conditions are in place so that through the design of the management model the administrative area of the school can be transformed towards management by processes, satisfy the requirements of the users and generate value in the operation of the administrative department.
Descripción
Palabras clave
Gestión por procesos, Administración, Atención del cliente, Generar valor, Mejora continua, Management by processes, Administration, Customer service, Generating value, Continuous improvement
