Scientific productivity in universities is a key indicator for assessing their impact on knowledge, innovation, and the socio-economic development of a country. In Chile, the growing emphasis on research has highlighted the need for management tools that enable an accurate and reliable evaluation of scientific productivity. However, the diversity of internal and external factors affecting research output, along with the complexity of management processes, poses a challenge in developing appropriate evaluation models. This study aims to establish the guidelines for a management model to evaluate scientific productivity in Chilean universities, integrating both their performance in international rankings and the experiences of researchers within their academic environments. The analysis is structured around two main axes. First, it examines the factors influencing scientific productivity in Chilean universities. Second, it gathers data to develop customer journey maps that reflect researchers’ experiences within their institutions, addressing aspects such as access to resources, institutional support, and administrative challenges. The findings from both axes provide key insights for outlining a management model to diagnose scientific productivity. These guidelines will contribute to the development of a management framework that assesses both institutional efforts and the indicators that directly influence rankings, fostering a sustainable and high-quality research environment.