Process Improvement Model Based on Six Sigma for Administrative Incident Management at a University

Nowadays, users are more demanding with respect to the quality of service, changes in the environment are happening faster and faster and the presence of competition leads the managers of an organization to seek continuous improvement in the processes they perform in order to reduce time, avoid duplication of activities, optimize resources and increase user satisfaction. Therefore, this study seeks to develop a model based on Six Sigma that improves the administrative incident management process in a university. The type of research is applied with a pre-experimental experimental design. The instruments selected for data collection were the questionnaire and the observation form. As for the results, it was demonstrated that by implementing the Six Sigma-based model, the percentage of administrative incidents attended increased, the time of attention was reduced, the cost of attention was reduced and the percentage of satisfaction of the university's users was increased. In conclusion, a Six Sigma-based model was developed that improved the administrative incident management process, obtaining favorable results for the institution and its users.