Propuesta de mejora para la gestión de calidad en beneficio de la optimización de los procesos: talento humano y asesoría jurídica de un centro de mediación público

Abstract

Following Executive Decree 135 published in the Official Gazette No. 76 on September 11, 2017, issued by the former President of the Republic of Ecuador, Lic. Lenin Moreno Garcés; the vacancies (budget allocations) generated by resignations and/or contract terminations in the public sector have been mostly eliminated, resulting in an increase in the workload for the remaining employees. Specifically, in the Directorate of the Public Mediation Center, this reduction in personnel has impacted the human resources and legal advisory processes, which are under the responsibility of one of its sub-directorates, the Service Provision sub-directorate. In each of these areas, there is only one person responsible, who manages and controls them, handling an approximate demand of 180 employees nationwide. In this context, there is a need to minimize response times and optimize the technological and human resources currently available within the Directorate of the Center. For this purpose, an improvement proposal has been developed based on the principles of quality according to the Kaizen methodology and Total Quality Management (TQM), aiming to reduce delays and avoid duplication of activities, among other objectives. Throughout the development of this research work, both inductive and deductive tools were employed to uncover the qualities and relationships between the executed activities and the parameters of continuous improvement (Kaizen), which aims to "increase productivity by controlling manufacturing processes and reducing cycle times, standardizing quality criteria, and working methods per operation" (Gómez, 2015).