Diseño de un Manual de Procesos para la Gestión del Talento Humano en un Hospital Privado de la Ciudad de Cuenca

Abstract

This thesis addresses the issue of Human Talent Management at a private hospital in the city of Cuenca, identifying that the lack of formalized processes constitutes a barrier to the standardization of activities and the institution’s operational efficiency. The overall objective of the research is to design a Process Manual that allows the standardization of the unit’s critical processes, by clearly defining operational workflows and specific roles to improve traceability and strategic alignment with institutional objectives. Methodologically, the study adopts a qualitative approach with a non-experimental, descriptive, and projective design. For the diagnosis, techniques such as a literature review using the PRISMA 2020 methodology, semi-structured interviews, and direct observation are employed, allowing for a comparison of actual work with the ideal. The analysis and design of the proposal are based on process modeling using BPMN 2.0.2 notation, moving from an assessment of the current situation (As-Is) toward the design of optimized workflows (To-Be). As a result, a technical manual is developed that integrates policies, process descriptions, and key performance indicators (KPIs), providing the organization with a tool to transition from reactive to strategic management, with the aim of fostering a culture of continuous improvement and service quality.