Planeamiento estratégico y su incidencia en la calidad de servicios públicos: una revisión sistemática
Strategic planning and its impact on public service quality: a systematic reviewContenido principal del artículo
Contexto: El planeamiento estratégico permite a las organizaciones definir su rumbo a largo plazo y anticiparse a cambios del entorno, constituyéndose en un elemento clave para la mejora de la calidad de los servicios públicos. Objetivo: Examinar la relación entre el planeamiento estratégico y la calidad de los servicios públicos a través de una revisión sistemática de la literatura científica publicada en bases de datos indexadas. Metodología: Se aplicó la metodología PRISMA para la identificación, selección y análisis de estudios empíricos y teóricos sobre planeamiento estratégico en organizaciones del sector público. Los documentos seleccionados fueron analizados para extraer evidencia sobre su impacto en desempeño organizacional y calidad del servicio. Resultados: Los hallazgos indican que la implementación de procesos de planificación estratégica formalizada mejora el desempeño organizacional y la calidad del servicio, siempre que se articule con mecanismos de gestión del desempeño, liderazgo comprometido y participación de los actores institucionales. Se identificaron factores críticos como la flexibilidad del proceso, la integración de planes sectoriales y la capacidad de adaptación a entornos cambiantes. Conclusiones: El planeamiento estratégico es un instrumento eficaz para la mejora continua de los servicios públicos. Su efectividad depende de condiciones organizacionales e institucionales específicas, incluyendo liderazgo, participación y adaptabilidad, lo que permite a las organizaciones responder de manera efectiva a los desafíos del entorno.
Background: Strategic planning enables organizations to establish long-term direction and anticipate environmental shifts, serving as a critical driver for enhancing public service quality. Objective: This study aims to examine the nexus between strategic planning and public service quality through a systematic literature review (SLR) of scientific research indexed in global databases. Methodology: The PRISMA guidelines were employed to identify, select, and analyze empirical and theoretical studies focusing on strategic planning within public sector organizations. The selected literature was synthesized to extract evidence regarding its impact on organizational performance and service quality. Results: The findings indicate that the implementation of formalized strategic planning processes enhances organizational performance and service quality, provided they are integrated with performance management mechanisms, committed leadership, and stakeholder engagement. Critical success factors identified include process flexibility, the integration of sectoral plans, and the capacity to adapt to volatile environments. Conclusions: Strategic planning constitutes a robust instrument for the continuous improvement of public services. Its efficacy is contingent upon specific organizational and institutional conditions—including leadership, participation, and adaptability—which enable organizations to respond effectively to environmental challenges.
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