Gestión por procesos y desempeño institucional: evidencia empírica internacional en el marco de la modernización del Estado

Abstract

State modernization processes in Latin America have progressively incorporated management instruments aimed at efficiency and results, including business process management, which has been recognized as a relevant mechanism for improving institutional performance and public service quality. However, empirical evidence demonstrating its actual effects on public organizations remains limited. This study aims to examine the available empirical evidence on the effects of business process management in the public sector and its relationship with institutional performance and service quality. A systematic literature review was conducted following the PRISMA 2020 guidelines and the PICO framework, considering studies published between 2015 and 2025 that reported real implementations and institutional outcome measurements. Out of 213 articles identified across six databases, only two met the inclusion criteria: one conducted in the health sector in China, which reported statistically significant improvements in user satisfaction, and another in public procurement in Latvia, which showed substantial reductions in procurement cycle times. The findings suggest positive associations between business process management, institutional performance, and service quality. Nevertheless, the limited number of available studies and the absence of empirical evidence from Latin America constitute the review's main finding, revealing a gap between the normative adoption of this management instrument and the production of scientific evidence regarding its actual effects on public organizations.

Bio Statement (e.g., department and rank)

Carlos Martín Sánchez Loayza

Industrial Engineer and Master of Business Administration, with experience in business process management, continuous improvement, and institutional performance evaluation in both the public and private sectors. He specializes in state modernization and evidence-based public management. He is currently engaged in applied research on management instruments and organizational performance and has a strong academic interest in pursuing doctoral studies in political science and public administration.

Keywords

business process management

institutional performance

state modernization;

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