Bibliographic citations
Cusihuaman, A., Ochoa, S. (2024). Optimización de la gestión de solicitudes de mejora para reducir el tiempo de atención mediante la implementación de la metodología ágil Kanban y software Jira en una entidad financiera [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/683561
Cusihuaman, A., Ochoa, S. Optimización de la gestión de solicitudes de mejora para reducir el tiempo de atención mediante la implementación de la metodología ágil Kanban y software Jira en una entidad financiera [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/683561
@misc{renati/1300585,
title = "Optimización de la gestión de solicitudes de mejora para reducir el tiempo de atención mediante la implementación de la metodología ágil Kanban y software Jira en una entidad financiera",
author = "Ochoa Salazar, Saul Kevin",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
This paper presents a proposal to optimize the management of improvement requests in a financial institution, focused on reducing response time by implementing the agile Kanban methodology and Jira software. The research focuses on the current challenges faced by the Process Governance and Regulatory Management area, where significant delays are observed in monitoring and resolving requests due to outdated systems and the absence of standardized methodologies for workflow management. Furthermore, the Kanban methodology was adopted in conjunction with Jira to efficiently reorganize and prioritize improvement requests, classifying them into "To Do," "In Progress," and "Done" phases in a visual and controlled manner. Additionally, the automation of tasks and clear assignment of responsibilities in Jira reduced the operational workload and increased transparency in the process, facilitating real-time monitoring and improving control of response times. Integrating these tools also enabled a more precise categorization of requests according to their complexity and type, providing the organization with a structured and standardized view of its workflows. The results obtained show a significant reduction in response time for improvement requests, with a decrease in the percentage of non-compliance with delivery times. Furthermore, the use of Jira and Kanban helped to reduce error frequency and optimize communication between the process management team and the entity's internal clients. Finally, the study concludes that adopting agile methodologies and advanced management platforms contributes to continuous improvement in financial service processes, maximizing operational efficiency and enhancing the satisfaction of internal users. This solution can be considered a replicable model in other areas requiring efficient management of requests and response times.
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