Propuesta de un manual de procedimientos para la Dirección de Servicios Municipales del Gobierno Autónomo Descentralizado Municipal de Riobamba, en el sub proceso mercados, año 2017

Abstract

This aim research is a manual of procedures for the Municipal Services Direction of the Municipal Decentralized Autonomous Government of Riobamba in the sub-process of markets, year 2017. It has the purpose of determining the correct development of the functions and the improvement of the quality of customer service in the administrative management of the department. For the development of the proposal, a comprehensive management study was carried out, reviewing documents and records available regarding the sub-process of markets. Surveys were applied to merchants, administrators and the director of the department to establish an internal situational diagnosis and a SWOT analysis was developed to know the external perspectives well as the fulfillment of its functions and procedures that are ejecuted, which allowed to determine the following rsults: employees carry out their activities according to their own criteria, existence of excessive bureaucratic processes to process and solve common problems of merchants, lack of procedure manual, containing information on instructions, responsabilities, policies, functions and administrative staff procedures. The correct implementation of the proposal is recommended in order to improve administrative processes, as well as the perception of the quality of service.