Protocolo: plan de acción para investigación-acción sobre mejora continua en servicios públicos. Aplicación a educación universitaria

[EN] In this protocol we complete the first three stages of action research to analyze possibilities for continuous improvement of processes in public universities. We define the problem or area of improvement in the organization; we identify the relevance of the topic to generate an academic contribution and propose an action plan or work protocol. Although we have focused on a public higher education organization, this protocol can be applicable without requiring too many adaptations, to any public service (at least in the Spanish context).[ES] En este protocolo completamos las tres primeras etapas de la investigación acción para analizar posibilidades de mejora continua de procesos en universidades públicas. Definimos el problema o área de mejora en la organización; identificamos la relevancia del tema para generar una contribución académica y proponemos un plan de acción o protocolo de trabajo. 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