Calidad en el servicio público: una experiencia personal de aprendizaje y adaptación

Abstract

The Constitution of Ecuador (2008) in its article 227, talks about the principles governing public administration and among them stands out one that is familiar to every Industrial Engineer: quality. This article describes a personal experience in the public sector in the specific area of quality and for this purpose, two specific cases are presented: The first is the improvement plan for direct care units and under the agreement of the Ministerio de Inclusión Económica y Social, MIES, developed between the years 2014 and 2015 and that was elaborated by its Department of Service Quality staff. The other talks about the work done actually by the Department of Evaluation and Accreditation of Universities and Polytechnic Schools of the Consejo de Evaluación, Acreditación y Aseguramiento de la Calidad, CEAACES, for the improvement of higher education in Ecuador. First, it presents the tools and methods that were designed and used in order to solve problems in the area of social services and on second, the experience of working in an area of high complexity such as higher education. It is intended to show both the way in which a problem is solved through the design and construction of specific tools, as well as possible scenarios of performance and application of knowledge for the engineer.