Auditoría de calidad al proceso de cedulación de la oficina técnica de Registro Civil Riobamba, período 2016

Abstract

The Quality Audit for the identification process at Civil Registry technical office, Riobamba during 2016 was carried out in order to improve the user’s identification process service in Chimborazo Province. For this, it was necessary to carry out a direct observation at the Civil Registry facilities and its internal processes as well; some techniques such as surveys and interviews were used and applied to the personnel. The institution has been reflecting difficulties due to the inadequate service offered to the users since they complaint on the identification processes waiting time. In addition, there is a delay when verifying information in the user’s database when obtaining their identification cards. To carry out the Quality Audit, it was necessary to apply a checklist to evaluate the ISO 9001:2015 level of compliance which resulted in: level of compliance (57%), partial compliance (26%), and non-compliance (16%), this evidences that the quality manual requirements implemented in the institution are not being accomplished in an efficient way. It is recommended for both, officers and directors to take into account the final report setting corrective actions to identified nonconformities in order to improve the user’s service as well as providing quality services.