摘要：The present article is centered in the design and implementation of a methodology for the evaluation of the effectiveness of the strategic processes in a company of services public in which one considers operative and administrative factors; by means of the incorporation of quantitative tools of analysis multicriterion and analysis of processes, a quantitative model with reliable results is given innovating to improve the management of the processes, so that the level of satisfaction of the user is increased, better the financial perfomance of the company and fitting processes of efficient way to the requirements of the system of quality in the public management.
关键词：Balanced Score Card-BSC;Analysis Hierarchical Process AHP;Methodology SIPOC;Multicriterion Analysis;Balanced Score Card-BSC;Proceso de Análisis Jerárquico – AHP;Metodología SIPOC;Análisis Multicriterio
