Framework to manage academic administrative processes, validating it from the students’ perspective case study: Faculty of engineering of a public university

It will be seen in this research article: Process management.- In order to properly manage the academic administrative processes related to the services provided to the student, the processes were ordered using the international standard ISO 9001: 2015, as well as the administration of knowledge to achieve the expected results. Measure quality. - The indicators of the processes on the dashboard are not enough, therefore it was compared with the opinion of the students; to perform this measurement, a questionnaire validated by expert judgment was prepared based on the ServQual model. Fuzzy logic.- Quality in its various dimensions and sub-dimensions, being subjective, was clarified using fuzzy algorithms based on a membership function, in order to have a certain level of certainty in relation to students’ perceptions. Results: After applying the fuzzy logic to the survey carried out with the students, it was visualized in a perceptions dashboard and the non-conformities were analyzed, which constitute the new baseline to improve.