Providing education with a vision of quality is the challenge faced by Higher Education Institutions (IES) at the present time, on the one hand the structured models of evaluation and accreditation and on the other the students as direct clients, who impose new and marked demands. , forcing those who lead to seek solutions that break traditional paradigms. Adopting modern management philosophies that have been successful in the business field has been a trend in recent years, one of them is to put the customer at the center of attention. To respond to these demands at the Bolivarian Technological Higher Institute of Technology, an investigation is currently being carried out, which is presented in this paper, which aims to show the first results of the application of an institutional management scheme where the student is placed. at the highest level of attention in each process that integrates the model that is applied. The work is developed from a procedure that starts from determining the main dissatisfactions of the students and deepens in the determination of the root causes that provoke them, in order to focus on the continuous improvement of the process involved, guaranteeing satisfaction. and compliance with the institutional strategic objectives. The result that is exposed is partial, since it constitutes a first approach to the application of the approach within the institutional scheme.