Resumen

In the last audit and review visit made by the Superintendence of Public Home Services, flaws and disagreements were found, which is causing the entity not to provide the service efficiently. The need for a manual of procedures is evident. It is because of the above that the following research is born, whose purpose is to design a manual of procedure for the mission processes of the Local Aqueduct of the Gaviota Neighborhood located in the city of Ibagué, which improves the processes monitoring and control and at the same time allows the company to have an input to be able to carry out its missionary purpose: To provide water suitable for human consumption to the community. A detailed description of the processes and procedures that are carried out in the operation of the Local Aqueduct was made. To do so, different information gathering techniques were used, such as interviews and field observations that allowed describing the activities and tasks of the company for the efficient operation of the company. Finally, performance indicators were determined, this in order to have a benchmark that will allow us to observe and measure progress in achieving an expected goal.