Lineamientos para gestionar servicios de calidad en la Universidad Politécnica Territorial de Falcón “Alonso Gamero”

Abstract

This research addresses a public management tool in Post-Bureaucratic times, how is integrated quality management to achieve customer satisfaction. The public institution under study was the Territorial Polytechnic University (UPT) of Falcón "Alonso Gamero", in which the reality in terms of quality of service offered by the Electrical and Electronic Machine Laboratories, attached to the Coordination of the National Training Programs in Instrumentation and Control, Electricity, and Electronics. The research is of a documentary type and allowed to answer the question: Is it possible to define guidelines to manage quality services, for the Electrical and Electronic Machine Laboratories, based on the principles defined by the ISO 9000:2015 standards, which lead to improvement in their administrative and academic functioning? The methodology used was based on the fulfillment of phases that implied collection, analysis and interpretation of the information for the generation of the proposal. The research is presented as a theoretical reference that supports further research, since no previous documented research on guidelines to manage quality in the laboratories analyzed was found. For this purpose, the approach of Guidelines for Managing Quality Services in Laboratories was achieved, oriented in the Principles of Quality Management according to ISO 9000:2015 Standards, which are presented as a proposal for managerial action that frames quality policies in a public university institution. The main conclusions are due to the importance it has for the public administration, to offer quality services to achieve the satisfaction of its clients and the optimal management of its material and human resources.