Modelo de Gestión por procesos para el Terminal Terrestre del cantón Riobamba, provincia de Chimborazo

Abstract

The “Process management model for the transport terminal of the Riobamba canton, Chimborazo province.” It was developed with the aim of providing an administrative and technical tool to improve the quality of the service provided. The research is developed using documentary and digital provided by the Mobility Management, Terminal Administration, Human Talent Management and Revenue Management Of the municipality of Riobamba. According to the investigation stage, it is determined that, within the administrative aspect, there is no tool to help manage the activities carried out in this institution, it is 91% that it is of vital importance to establish a management model by processes to provide A better service. Based on the above, the proposal for a process-based management model is developed, which establishes actions to be performed for each aspect analyzed: Administrative management, human talent management, organizational behavior, service delivery, technical-operational management and financial management. For this reason it is recommended to implement each proposed action in order that the transport terminal provides a quality service to transport operators and users.