Diseño de un manual de procesos de gestión administrativa en la Empresa Pública de la Estación de Servicios ESPOCH Gasolinera Politécnica EP., en la ciudad de Riobamba, provincia de Chimborazo período 2015-2016

Abstract

This research work is a design of a manual of administrative services petrol station management processes ESPOCH, which main objective is to provide an instrument technical, administrative and operational information that will serve as a basis to implement, control and evaluate the efficiency and effectiveness in the company. The proposal is based on process management, which sees the company as an interrelated system that assigns managers to the key processes, making it possible to generate administrative management of value for the customer and that attempts to your satisfaction. As primary part, the administrative manual will provide information on the processes and management indicators in the station of services corresponding to different areas according to the method of continuous improvement since the currently required to well-structured processes that improve the overall performance of the company. It is recommended the implementation of manual processes systematically and with the respective evaluation of feedback mechanisms, since they can exist processes which vary according to the development and execution of tasks in the company so that the organization must be flexible and accept the changes.