Bibliographic citations
Díaz, C., (2019). Aplicación de la gestión por procesos para incrementar la competitividad en un policlínico de la ciudad de Lima [Tesis, Universidad Nacional de Ingeniería]. http://hdl.handle.net/20.500.14076/20716
Díaz, C., Aplicación de la gestión por procesos para incrementar la competitividad en un policlínico de la ciudad de Lima [Tesis]. PE: Universidad Nacional de Ingeniería; 2019. http://hdl.handle.net/20.500.14076/20716
@misc{renati/266029,
title = "Aplicación de la gestión por procesos para incrementar la competitividad en un policlínico de la ciudad de Lima",
author = "Díaz Puma, Cecilia Sofía",
publisher = "Universidad Nacional de Ingeniería",
year = "2019"
}
The objective of this thesis is to increase the competitiveness of a Polyclinic in the city of Lima through the application of business process management. The need arises from the context that the organization goes through due to the decreasing income from sales and increased costs in recent years, also it is affected by the increase in the supply of medical services in its area of influence. Currently there are few institutions in the health sector in Peru that apply business process management, for this reason there is little information about it; However, other countries such as Chile and Colombia understood the need and applied this approach several years ago. In addition, the international standard ISO 9001: 2015 recommends its application because of the important contributions it generates in organizations. For the application of business process management a methodology was used that as a first step aligns the company's strategy with the processes, then the visual representation of the processes is developed, later the analysis of the current processes is carried out using the ASME table as a tool for measuring time and classification by type of activity, then the process optimization is carried out that involves the benchmarking and the proposal of the new process. Finally, the phase of operational excellence is developed, which includes the development of the strategic map and balance scorecard. Based on the results of the economic-financial analysis, it has been determined that the application of business process management is feasible due to the fact that the Net Present Value is S/.123,429 in a period of 3 years, the Internal Rate of Return is 89%, and the Benefit Cost ratio is 1.27.
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