Gestión de la calidad en los procesos administrativos en la Unidad de posgrado de la extensión Chone.

Abstract

Quality management in administrative processes is an essential component of the services provided in higher education institutions around the world, influencing the appreciation and trust of beneficiaries. The present systematization of experiences aimed to examine how quality management affects administrative processes in the Graduate Unit of the Chone Extension, in order to improve efficiency, transparency, and user satisfaction. The issues that were identified led to several challenges: limited resources, resistance to change, and unclear processes hindering the expected development. Among the techniques and methods used to obtain results were an observation sheet and a structured survey applied to 40 users of the Graduate Unit of the Chone Extension. Variables such as satisfaction, response time, academic advising, and training in quality management were proposed. The applied method was of an inductive non-experimental design, using a mixed methodology, that is to say, both qualitative and quantitative. Regarding the results obtained, it was found: good user satisfaction, high transparency of services, unclear processes, and lack of training, which led to suggesting a series of recommendations aimed at strengthening administrative processes including specific strategies for continuous improvement.