Poder Judicial: indicadores de Gestión y Calidad como motor de mejora
Date
2018-06-28
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Facultad Regional Buenos Aires
Abstract
El sistema de justicia en Argentina, es considerada lenta, a raíz de esto se están implementando
políticas de gobierno abierto, que propician la transparencia y la gestión por resultados. El
problema es que muchas oficinas judiciales no poseen conocimientos en materia de indicadores
que les permitan soportar la gestión por resultados. Una mejora en este sentido, implicaría que las
oficinas pudieran diseñar y gestionar sus propios sistemas de indicadores de gestión, para de esta
manera responder a la necesidad de transparencia, resultados y calidad en el servicio y en las
decisiones. Durante la investigación se llevaron a cabo entrevistas en profundidad con informantes
clave, con los datos obtenidos se planificaron reuniones de investigación acción en un juzgado
modelo y se armó el marco teórico y el estado de la cuestión realizando búsquedas bibliográficas.
Los resultados obtenidos en materia de programas, sistemas e indicadores se utilizaron como datos
de entrada para la generación de un modelo auto-gestionable modular de implementación de
indicadores. En conclusión, es posible ofrecer a las oficinas judiciales una herramienta guía que
les permita diseñar y gestionar sus sistemas de indicadores y utilizarlos en pos de la mejora y que
las ayude acelerando sus procesos de decisión entregando productos de calidad a los ciudadanos
en un tiempo razonable.
Justice system in Argentina is considered slow, due to this, open government policies are being implemented in order to propitiate transparency and result-driven management practices. The problem is that many judiciary offices do not have the knowledge regarding indicators that allowed them to support result-driven management. An improvement in this direction, could implied that the offices might design and manage their own performance indicators system, to give answers to the citizenship’s need for transparency, results and quality both in the provided service and the decisions. During the research, in-depth interviews to key informants were carried out, with the obtained data action research meetings were prepared with a model-court, the theoretical framework and the state of the art were completed by performing a bibliographic search. The results obtained regarding programs, systems and indicators were used as inputs to design a selfmanaged modular implementation indicator’s model. In conclusion, it is possible to offer to the judiciary offices a guidance tool that may allow them to design and manage their indicator’s system and use it with the aim of improvement and help them accelerating their decision-making process to deliver quality products to the citizenship in a timely manner.
Justice system in Argentina is considered slow, due to this, open government policies are being implemented in order to propitiate transparency and result-driven management practices. The problem is that many judiciary offices do not have the knowledge regarding indicators that allowed them to support result-driven management. An improvement in this direction, could implied that the offices might design and manage their own performance indicators system, to give answers to the citizenship’s need for transparency, results and quality both in the provided service and the decisions. During the research, in-depth interviews to key informants were carried out, with the obtained data action research meetings were prepared with a model-court, the theoretical framework and the state of the art were completed by performing a bibliographic search. The results obtained regarding programs, systems and indicators were used as inputs to design a selfmanaged modular implementation indicator’s model. In conclusion, it is possible to offer to the judiciary offices a guidance tool that may allow them to design and manage their indicator’s system and use it with the aim of improvement and help them accelerating their decision-making process to deliver quality products to the citizenship in a timely manner.
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Keywords
Ingeniería en Calidad, Indicadores de Gestión, Indicadores de Calidad, Celeridad, Calidad de Fallos, Poder Judicial, Juzgados, Mejora de Procesos, Justicia, Key Performance Indicators, Quality Indicators, Celerity, Sentence Quality, Judiciary System, Courts, Process Improvement, Justice
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