Modelo de gestión integral para la innovación y la generación de valor en las organizaciones de servicios. Un estudio de caso

Abstract

The Integral management model for innovation and the generation of value in service organizations is an integrated management tool integrated by eight (8) components: strategic management, process management, technology management, management systems, human management For competences, culture of service, improvement and sustainable development. In addition, it integrates three articulating factors: integral management, risk management and innovation and the result in the generation of value and the effectiveness of management systems. The design, implementation and development of the model obey, in the first place, a practical experience of the author through quality, in the last three years, has implemented and developed model components in companies of public and private nature in the Secondly, a case study in the House of Mother and Child, where the model was implemented and developed, during the years 2016 and 2017 and which was validated with the answers to the personal and personal answers. Likewise, the model corroborated its validity and contribution to integral management, innovation and the generation of value, the application of audits, the responses to the years 2016 and 2017, and the follow-up and certification audits carried out by El COTECNA certifying body, during the same period. The final result was the implementation of the integral management model in the House of Mother and Child, which has contributed to generate a cultural impact on human talent, in integral management, improvement, innovation and the generation of value . These results support the recovery of the quality management system in 2016 and the quality management system NTC ISO 9001: 2008 in 2017