La gestión de calidad y su incidencia en los niveles de efectividad en la prestación de servicios de la EP-ULEAM.

Abstract

The present research work, carried out in the Quality Management of the EPULEAM, specifically in the provision of services, aims to design a manual of procedures for the cleaning service that allows improving the organization, efficiency and quality in the provision of the service. This manual seeks to establish standardized processes that guarantee higher levels of efficiency, thus contributing to strengthening the institutional image and meeting the needs of the university community The investigations carried out at the institution revealed that the EP-ULEAM lacks a Formal Quality Management System and Sanitation Operating Procedures for the cleaning service, which limits its ability to achieve the expected levels of effectiveness. The research uses a methodology with a mixed approach, combining qualitative and quantitative methods. Interviews were conducted with management and cleaning staff to analyze how quality management affects the effectiveness of the service, and surveys were conducted with students, teachers and administrative staff to measure their satisfaction and user perception. This design allows identifying deficiencies and proposing improvements in the cleaning service of the EP-ULEAM. As a result of this analysis, a procedures manual was developed that not only optimizes the cleaning service processes, but also promotes a culture of continuous improvement, aligning with the best quality management practices. This manual will be a key tool to achieve the objectives of operational efficiency, quality and sustainability, promoting a more effective service in line with the expectations of both the institutional and social environment.