Process Management in Public Educational Institutions: A Systematic Literature Review with Insights on Digital Communication

Abstract

Process management represents a key approach to improve efficiency and quality in public educational institutions. The objective of this study was to analyse how process management is implemented in these institutions and to identify the factors that affect its adoption. A systematic literature review was used, following the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) protocol. The necessary filters were performed and 13 articles selected from academic databases such as Scopus, Web of Science, ProQuest and Dimensions, published between 1994 and 2024, were included. The results indicate that this approach to organizational improvement contributes to optimizing the quality of educational service, although it faces obstacles such as structural rigidity, resistance to change and gaps in digital communication. However, factors such as committed leadership, advanced technologies, and digital communication platforms emerge as key enablers for successful implementation. The findings underscore the need for staff training, flexible organizational culture, and digitization—including media strategies—to ensure educational sustainability. This study offers a theoretical framework and practical implications for educational managers and policymakers, emphasizing future empirical research on process management, public education, and the role of digital communication.