Elaboración del manual de procesos para la empresa Matrixservices, en la ciudad del Coca, provincia de Orellana, periodo 2022

Abstract

This research work solves the problem of the absence of a process manual in the company “Matrixservices Cia Ltda”. , located in the city of Coca, province of Orellana in the year 2022. This situation causes delays, lack of clarity in the tasks, and problems to guarantee the quality and efficiency of the processes. The research aims to design a process manual to improve the efficiency and effectiveness of the company. A qualitative research methodology was used to achieve this objective, with a descriptive level of research and a field observation type of study. Critical processes were identified, roles and responsibilities were established for employees, the internal control system was described to ensure the quality of the processes, and flow charts were implemented with effective solutions to improve the efficiency and effectiveness of the processes. In addition, a survey was conducted at Matrixservices, a construction services company in the city of Coca, which determined that the organization has a classification problem that affects its operational processes and productivity. It is concluded that the lack of a process manual decreases the quality of operations and puts the company's well-being at risk. Therefore, a process manual was created, which is divided into four main sections: general information, functional organization chart, description of operational processes, and roles and responsibilities. The main benefit of this tool is to improve the efficiency and effectiveness of the company Matrixservices, thus contributing to the achievement of its strategic objectives