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Abstract
The Tulcán Municipal Public Water and Sewerage Company (Epmapa-T) faces challenges in the execution of civil projects due to operational inefficiency, missed schedules, and low user satisfaction. A critical problem was detected in the pre-contract phase, which takes 3 to 4 months (38.8% of perceptions) due to fragmented interventions in different areas. This research aimed to analyze the influence of management factors on process improvement. A mixed methodology (descriptive-correlational) and a non-experimental case study were used, surveying 47 strategically selected collaborators and users. The statistical results (Multiple Regression) showed that Lack of Communication and Inefficiency in Document Management are the variables that causally explain the negative impact of delays (p<0.05). More than 73% perceive that schedules are met only occasionally or rarely. Furthermore, Emergency Response Time was found to be the most significant predictor of user satisfaction (p<0.01). The conclusion is that the solution requires the implementation of integrated management models to address fragmentation and prioritize investment in emergency response capacity to ensure the social return of projects.
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