Resumo

GUERRERO HERRERA, Laura Araceli; TERRONES CORDERO, Aníbal  e  ROBLES FRANCIA, Víctor Hugo. Innovation of Services in the Attention to Students of the Upper Secondary and Higher Levels. RIDE. Rev. Iberoam. Investig. Desarro. Educ [online]. 2021, vol.12, n.23, e063.  Epub 25-Jul-2022. ISSN 2007-7467.  https://doi.org/10.23913/ride.v12i23.1111.

This research aimed to determine, from the perspective of process reengineering, the factors that enable and hinder the innovation of services in the area of attention to students of a private educational institution in the state of Hidalgo, Mexico, during the period of January from 2010 to December 2011. The research techniques used were documentary, participant observation, conducting interviews with front-line service executives and an internal benchmarking study, all with the aim of formulating innovation proposals for student care services. The results made it possible to identify the service with the greatest area of opportunity and work was done on it to generate proposals for innovation and staff training that could improve the perception of the service among users. The research laid the foundations for the institution to initiate the migration of various services to virtual environments, including the training of staff for the use of new technological tools, through a properly structured plan.

Palavras-chave : innovation management; service innovation; continuous improvement; process reengineering.

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