Innovation and continuous improvement in higher education enrollment processes

Abstract

Ecuadorian higher education faces the challenge of maintaining quality and innovation in its administrative and academic processes. This study analyzes opportunities for innovation and continuous improvement in enrollment processes, taking as a case study the implementation of the Online Enrollment System (SIUG) at the University of Guayaquil. A mixed methodology was employed, combining quantitative and qualitative techniques, including a survey of 500 students, analysis of performance indicators, focus groups, and interviews with administrative staff. The results revealed moderate levels of student satisfaction with SIUG, highlighting the need to improve aspects such as response times, user interface, and payment options. However, positive advances were evident in key enrollment process indicators. From a qualitative perspective, challenges and opportunities were identified related to technological infrastructure, staff training, adoption of artificial intelligence tools, and organizational change management. It is concluded that the implementation of innovative strategies in enrollment processes will contribute to optimizing institutional management, improving student satisfaction, and strengthening the quality of higher education, provided that a comprehensive approach is adopted considering technological, organizational, and human aspects.