Articulación del sistema de gestión de calidad del municipio de Itagüí y la Secretaría de Educación para el proceso de atención al ciudadano

Abstract

The reforms of public administration and management have taken place due to dissatisfaction with the services provided by the state. Then, from 1990, a reform to the public administration and management was promoted, applying theories provided by the new public management, through the modification of the public administration, seeking that it has an entrepreneurial spirit. The municipality of Itagui, embracing these concepts, as well as the legal ones, got certified in the Quality Management System in the year 2014. Likewise, the Secretary of education had already been certified in Technical Specifications (ISO 9001) since 2005, thus appearing two different management systems at the Municipal Administration of Itagui. Therefore, and in order to articulate a single Quality Management System and to achieve the standardization and optimization of each of the existing processes, the integration of Standards NTC-ISO 9001:2008 and NTCGP1000:2009 into a single system is sought. In this perspective, and aiming at achieving the goals of the proposed work, an analysis was done of ISO 9001:2008 Standards, which were used by the Ministry of Education, and the ones of NTCGP 1000:2009, system of Quality Management for the Executive Branch of the Public Power, proposing the Municipal Administration a unified citizen attention system. The proposal will serve to the Municipal Administration of Itagui as a guide, since it provides some parameters showing the way the two systems can be articulated, achieving at the same time a greater cohesion of an integrated model of Quality Management. This will equally give the Secretary of Education and the Municipality Administration some guidelines to unifying the two existing models (the NTCGP: 1000 Standard and the technical Standards ISO 9001set by the Ministry), showing the importance of quality in the public sector, as well as suggesting a single strategic platform.