14 th LACCEI International Multi-Conference for Engineering, Education, and Technology: “Engineering Innovations for Global Sustainability”, 20-22 July 2016, San José, Costa Rica. 1 Model for Process Management and Evaluation of Customer Service for a Healthcare Center Nelson Layedra Quinteros, MSc, Víctor Hugo González, Ph D, Kleber Barcia Villacreses, Ph.D. Escuela Superior Politécnica del Litoral, ESPOL, Facultad de Ciencias Sociales y Humanísticas, Campus Gustavo Galindo Km 30.5 Vía Perimetral, P.O. Box 09-01-5863, Guayaquil, Ecuador, kbarcia@espol.edu.ec, nlayedra@espol.edu.ec , vgonzal@espol.edu.ec, kbarcia@espol.edu.ec , Abstract- This Paper describes the process of re-engineering directed at the continual improvement of a medical center in Guayaquil. The objective of this Project is to establish improvements in the processes that prove lacking within the medical center in order to apply them and analyze their impact in their performance. Within the operation of the center the problems can be observed in the areas of environment, culture, technology and processes with culture being the most notorious due to lack of formal communication detected. Improvements were achieved in waste, and the failure of the center to surpass expectations versus desired results. Keywords-- Reengineering, Medical Center, Waste Digital Object Identifier (DOI): http://dx.doi.org/10.18687/LACCEI2016.1.1.106 ISBN: 978-0-9822896-9-3 ISSN: 2414-6390