<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>1815-5936</journal-id>
<journal-title><![CDATA[Ingeniería Industrial]]></journal-title>
<abbrev-journal-title><![CDATA[Ing. Ind.]]></abbrev-journal-title>
<issn>1815-5936</issn>
<publisher>
<publisher-name><![CDATA[Facultad de Ingeniería Industrial, Instituto Superior Politécnico José Antonio Echeverría, Cujae.]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S1815-59362023000200003</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Gestión de la calidad de los procesos en ciudades patrimoniales: caso Matanzas]]></article-title>
<article-title xml:lang="en"><![CDATA[Process quality management in heritage cities: Matanzas case]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Sánchez-Suárez]]></surname>
<given-names><![CDATA[Yasniel]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Serpa-Cañete]]></surname>
<given-names><![CDATA[Lauren]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Bueno-Hernández]]></surname>
<given-names><![CDATA[Rossana de la Caridad]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Estupiñán-López]]></surname>
<given-names><![CDATA[Shabelis de la Caridad]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Álvarez-Caballero]]></surname>
<given-names><![CDATA[Liany Laura]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Santos-Pérez]]></surname>
<given-names><![CDATA[Orlando]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad de Matanzas  ]]></institution>
<addr-line><![CDATA[Matanzas ]]></addr-line>
<country>Cuba</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Empresa de Proyectos de Arquitectura e Ingeniería de Matanzas (EMPAI)  ]]></institution>
<addr-line><![CDATA[Matanzas ]]></addr-line>
<country>Cuba</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>08</month>
<year>2023</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>08</month>
<year>2023</year>
</pub-date>
<volume>44</volume>
<numero>2</numero>
<fpage>3</fpage>
<lpage>19</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_arttext&amp;pid=S1815-59362023000200003&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_abstract&amp;pid=S1815-59362023000200003&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://scielo.sld.cu/scielo.php?script=sci_pdf&amp;pid=S1815-59362023000200003&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[RESUMEN La mejora de la calidad de los procesos en ciudades patrimoniales tiene estrecha relación con la satisfacción de los clientes. El objetivo de la investigación es diseñar un sistema de acciones correctivas para contribuir a mejorar de la calidad de los procesos de accesibilidad y movilidad en el centro histórico de la ciudad de Matanzas. Se diseñó una metodología estructurada en cuatro etapas que integra herramientas, tales como: métodos de expertos, Delphi ponderado, Pareto, análisis de indicadores y diagrama causa-efecto. Se determinó el proceso infraestructura peatonal como el más relevante de la entidad, con una duración de ciclo de proyecto de 217 días aproximadamente. Se identificó que la organización enfoca su gestión hacia la eficacia, con cuatro, lo que representa el 57.14 % del total. El problema principal identificado fue el mal estado técnico y diseño peatonal de la red vial. Se proponen un sistema de acciones correctivas a las principales deficiencias encontradas.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[ABSTRACT Improving the quality of processes in heritage cities is closely related to customer satisfaction. The objective of this research is to design a system of corrective actions to contribute to improve the quality of accessibility and mobility processes in the historic center of the city of Matanzas. A structured methodology was designed in four stages that integrates tools such as: expert, weighted Delphi and Pareto methods, indicator analysis and cause-effect diagram. Among the main results, the pedestrian infrastructure process was identified as the most relevant of the entity, with a project cycle time of approximately 217 days. It was identified that the organization focused on its management towards efficiency, with four, which represents 57.14 % of the total. The main problem identified was the poor technical condition and pedestrian design of the road network. A system of corrective actions is proposed for the main deficiencies found.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[calidad de los procesos de accesibilidad y movilidad]]></kwd>
<kwd lng="es"><![CDATA[centro histórico de la cuidad]]></kwd>
<kwd lng="es"><![CDATA[infraestructura peatonal]]></kwd>
<kwd lng="es"><![CDATA[sistema de acciones correctivas]]></kwd>
<kwd lng="en"><![CDATA[quality of accessibility and mobility processes]]></kwd>
<kwd lng="en"><![CDATA[historic center of the city]]></kwd>
<kwd lng="en"><![CDATA[pedestrian infrastructure]]></kwd>
<kwd lng="en"><![CDATA[system of corrective actions]]></kwd>
</kwd-group>
</article-meta>
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