Carencia del manual de procesos y su incidencia en la eficiencia operativa y organizacional de Electronic Amusement S.A.

Abstract

This study analyzes the impact of the lack of a process manual on the operational and organizational efficiency of Electronic Amusement S.A. (EASA), an Ecuadorian company specializing in integrating audiovisual technology solutions. Using a predominantly quantitative methodological approach—supplemented by qualitative data—with an exploratory-descriptive scope and a cross-sectional, non-experimental design, a structured fifteen-item survey—validated by a panel of five experts—was administered to all thirty-one employees of the company, supplemented by direct observation. The data were analyzed using descriptive statistics, reliability analysis, normality tests, and nonparametric statistics (Spearman’s correlation, Mann-Whitney, and Kruskal-Wallis tests), revealing that 96.8% of employees reported a lack of official documentation for procedures, while the existing documentation correlates with overall efficiency (rho = .629, p < .001). Notable item-level correlations include the clarity of tasks for resolving internal problems more quickly (rho = .755) and updating documents to avoid duplicating work (rho = .692). Based on these results, a proposal for a process manual was developed focusing on these two issues, including a process map, process characterization sheets, and flowcharts for incident resolution. The results reveal a critical lack of documentation at EASA, which is unevenly linked to different dimensions of its efficiency; therefore, the proposal aims to address this shortcoming and support its management.