Modelo de gestión para la estandarización de procesos administrativos, tendientes a la obtención de la certificación ISO 9001-2008 en la Coordinación Zonal 3 del Ministerio de Turismo.

Abstract

The research aimed to design a management model for standardization of administrative processes, in order to get ISO 9001-2008 certification in the 3 Zone coordination at Tourism Ministry. It was applied a documentary observation like: components, infrastructure, materials and equipment, document system, time and attention; raised from the offices of Tourism Ministry at the level of zone 3; for this was survived to 94 from 3.748 tourist accommodations in the zone based on tourist register which regulates and controls the Tourism Ministry, 26 officials from the principal office and technical office were interviewed considering its structure and functions. The 99% of the tested components are statistically correlated with the implementation of a management model that improves its processes while maintaining a suitable infrastructure, materials, quality equipment, and improved processes which allow expediting procedures generating times reduction and efficient attention. Researched institution showed an ineffective organizational structure, whose main processes relied on the control and management at central place, and it does not considered rules standardized of management and quality. The application of a management model based on processes will improve the performance of this institution, by applying tools developed for its control, and operation of an appropriate quality system.