El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado. / In Peru, under the framework of the National Policy for the Modernization of public management by 2021, it is intended that state institutions enter the Civil Service Regime that seeks to continuously improve the public administration in order to avoid disorder in hiring, remuneration excessive, breaches of the rights of the servers, among others, which are currently causing delays and poor service to citizens. For this reason, a management model is proposed that allows integrating the guidelines set forth by the Law of Civil Service and the process improvement techniques that will allow the current situation to be identified, prioritizing which are the critical processes and thus being able to define an improvement plan integrating the different areas within the institution. / Revisión por pares