Resumen

In the Legal Office and Conciliation Center of the University of Ibagué "CJCCUI" 4,531 cases were handled during the year 2018. That is why a system is necessary to provide instant information for decision-making and for efficient service management. Since its creation in 1999, the management of information in the CJCCUI has been managed through physical records. This management has been inadequate and has led to non-compliance and hindrance to the traceability of cases or requests from users.This research work calls for the development of an operational management model in the provision of the service for the CJCCUI based on the components of the service triangle for the fulfilment of four specific objectives that allow the traceability of the processes received and thereby improving the level of user satisfaction to ensure a process of continuous improvement. The first specific objective was to characterize the processes linked to the operational management of the CJCCUI, which allowed to identify the role of the parties involved in the provision of the service and the relationships between them. The second was to perform an operational diagnosis that would allow to size the problem for the efficient provision of the service to users by using special tools for their analysis. The third was to formulate an operating strategy for the provision of the service that would lead to the standardization of operations and finally, the fourth, which was the elaboration of a user manual for the design of a computational tool that contribute to efficient information management.