Citas bibligráficas
Barreto, J., Ingaruca, C. (2023). Propuesta de mejora para la reducción de servicios no conformes en una empresa de soporte técnico informático mediante el uso de la Gestión con enfoque basado en Procesos [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/671966
Barreto, J., Ingaruca, C. Propuesta de mejora para la reducción de servicios no conformes en una empresa de soporte técnico informático mediante el uso de la Gestión con enfoque basado en Procesos [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/671966
@misc{renati/413533,
title = "Propuesta de mejora para la reducción de servicios no conformes en una empresa de soporte técnico informático mediante el uso de la Gestión con enfoque basado en Procesos",
author = "Ingaruca Ortiz, Carlos Fernando",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
This work describes the implementation process of a Management system with a Process- Based Approach for a microenterprise whose main business unit is the computer technical support service, which it provides to clients through outsourcing. For this purpose, the analysis was used various industrial engineering tools through which it was possible to identify gaps in the service and opportunities for improvement. Then the problem of non- conformities was analyzed using statistical and engineering techniques such as the Cause- Effect Diagram, Pareto Diagram, Correlation Indices, among others. Once the root causes were identified, an improvement proposal was prepared through the Process-Based Approach Management methodology using the guide of ISO technical committee 176 (ISO/TC 176/SC 2/N 544R2), with which the critical processes where the root causes originated were identified and then a redesign of these processes was proposed. As a result, a solution proposal was obtained in which, through simulation using Business Process Model and Notation (BPMN), the reduction of the non-conformity rate in the most probable scenario is projected by 50% and can reach up to 80%. % in an optimal scenario. The analysis of the organization and its problems and the modeling of the solution proposal presented in the article can serve as a starting point for future research that seeks a better design of computer technical support service processes for companies in the sector.
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