Design and implementation of a quality management system for postgraduate programs in Ecuadorian universities
Keywords:
Quality assurance, higher education, postgraduate management, CACES model, process management, continuous improvement, applied statistics.Abstract
This research proposes a strategic framework for the design and implementation of a Quality Management System (QMS) aimed at optimizing postgraduate programs in Higher Education Institutions in Ecuador. The study addresses operational disarticulation regarding the accreditation standards of the Council for Quality Assurance in Higher Education. Under a pragmatic paradigm and mixed-methods approach, a situational diagnosis was conducted through compliance audits and the SERVQUAL model. Results showed an overall mean perceived quality of 3.35/5.0 (SD = 0.82). The teaching capacity dimension reached a mean of 4.2 (σ² = 0.36), while administrative management showed a mean of 2.8 (σ² = 1.12). Graduation time analysis showed an average of 30 months (SD = 6.5). The systemic architecture was based on ISO 9001:2015 and Business Process Management, integrating the PDCA cycle. After implementation, variance in administrative response times reduced from 18.2 to 4.6, with average response time improving from 15 to 4 business days (73% optimization). We conclude that a robust QMS reduces operational variability and improves key performance indicators.
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Copyright (c) 2026 Manuel Alfredo Plaza Castillo, Tatiana Verónica Garcés Aguirre, Angel Patricio Morales Achilie, Jorgeli Ayovi Caicedo
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