Plan estratégico para mejorar el proceso administrativo de la empresa F&M Servicios de la ciudad de Riobamba, periodo 2016.

Abstract

The design of the strategic plan to improve the administrative process at F&M Services company, located in the Riobamba city in the year 2016. It allowed making theoretically the process to determine the needs that affect the company. On the other hand,it made a SWOT analysis; being a tool which facilitates to identify the internal and external factors that affect its daily actions. In addition, the Holmes matrix was used to prioritize such factors to have a more realistic approach about what are its main Strengths, Opportunities, weaknesses and Threats. After that, it applied surveys on the employees of the institution which allowed determining the level of knowledge and training; finding a lack of knowledge of the functions and obligations of the personnel, considering that they did not have the profile according to functions and obligations to manage the institution, and then the customers were not satisfied with the level of service. This is why, the functions manual was developed with new strategies for the entity such as: continuous training of personnel, a business plan, strategic alliances with other companies, development of procedures for control, concession of the registration, and operating certificate. They will allow having a better position in the market to improve the administrative and functional process of the institution. It recommended executing the proposal exposed in the present research work and the continuous training of the personnel for a correct delegation of tasks and activities.