Mejora de la gestión administrativa en los servicios educativos virtuales del área de gestión académica de IPAE en el periodo 2014-2015

Abstract

RESUMEN En la presente investigación se describe los procesos del área de gestión académica de la empresa IPAE, con respecto al servicio educativo virtual. En los servicios educativos virtuales se ha detecto que el nivel de continuidad de los alumnos es del 60%, por lo tanto, un 40% de ellos no culmina su diplomados virtual. El objetivo es demostrar que con la mejora una gestión administrativa del área de gestión académica se mejorará la calidad del servicio. Para ello se analizó la gestión administrativa actual del servicio educativo, se identifico la interacción entre las diferentes áreas; para tener una visión clara del proceso y en qué puntos se pueden mejorar o priorizar puntos más importantes que pueda destacar. Se elaboró una guía de trabajo para medir el impacto de la mejora de los servicios virtuales, con el fin de contar con un documento que contribuya con la mejora de la gestión del servicio, asimismo se elaboró y se estandarizo un mapa del proceso de la gestión administrativa que contribuya a las interacciones de las diferentes áreas y roles que participan en este proceso. Se demostró que una buena gestión administrativa mejora la calidad del servicio que conlleva a minimizar los niveles de deserción en los estudiantes de los diplomados virtuales.

ABSTRACT The present work describes the IPAE organization as a superior technical studies center and some of its educational programs is the object of our investigation, in that sense we start with a historical review of the company throughout its history, we will describe the areas the posts Of interest from the most general to the most specific, and as the title of the research indicates will demonstrate that with certain activities of an administrative management can be able to optimize a service provided by the company. The work makes mention of a reality of an educational program of the IPAE organization, the most important point of the research is the search for the optimization of the virtual educational service, directly the virtual diplomas offered by the company, these are the graduates of administration, Marketing graduates, human resources graduates, logistics graduates, finance graduates, it was identified that the desertion of participants was quite high, around 40%, in the face of this problem it was decided to take actions to identify possible reasons Of such high percentage. We worked with data and information provided by the company's own internal system. One of the most important tools that was used was the development of a survey to know the opinion and the perfection of the students of the virtual graduates, and with that to be able to recognize that actions had to be taken to improve the service. The result was quite satisfactory because with the control and accompaniment activities it was possible to reduce half of the students who did not continue with the graduates.