Análisis y Estructuración de Propuesta de Mejora en la Fundación V & C

Abstract

The V & C Foundation is a non-profit organization that supports Community Action Boards and/or legally established associations in the management of public water points, which are collective sources of potable water supply for those sectors that do not have the technical conditions required for the service provider to connect them as regular users. Likewise, the Foundation provides these communities with technical, commercial, socio-environmental, and legal services. This document aims to develop an improvement proposal for the V & C Foundation, focused on the administrative and operational processes that directly affect the beneficiary community. The main objective is to design a strategic plan that enhances the quality of the service provided. From a managerial perspective, a strategic thinking methodology will be adopted, with a quantitative approach. A non-probabilistic convenience analysis will be conducted through the application of a survey to 100 beneficiaries, capturing their opinions regarding the service provided by the Foundation. Additionally, tools such as the Ishikawa diagram and the Balanced Scorecard (BSC) will be used to identify, classify, and prioritize the organization’s issues. As a result, a low level of acceptance of the technical service was identified, which is internally associated with delays and staff workload in coupon delivery, the accumulation of work orders, and response times in general. Based on this, the document focuses on structuring a strategic plan with activities, responsibilities, timelines, and indicators that will help establish a path toward delivering high-quality service to the community. In conclusion, the strategic plan will improve the internal processes of the V & C Foundation, leading to reduced response times, which in turn will increase beneficiary satisfaction, promoting results-based management and continuous improvement.