La metodología de los siete pasos para mejorar la gestión de atención de solicitudes de documentación de procesos en una universidad privada de Trujillo

Abstract

En el presente trabajo se ha aplicado la metodología de los Siete Pasos en el área de Procesos de Negocio de una universidad, con la finalidad de identificar oportunidades de mejora en la Gestión de la Atención de solicitudes de documentación de procesos. Con el desarrollo de esta investigación se ha logrado analizar la data histórica en los meses de octubre 2017 a marzo 2018 y se identificó que el tiempo promedio que toma la atención de solicitudes de documentación de procesos es de 62, 43, 48 y 51 días hábiles para la atención de reglamentos, políticas, procedimientos y manuales respectivamente; se identificó un porcentaje total de cumplimiento del proceso de 47% versus la meta establecida por el área de Procesos que es de 80% de cumplimiento. Asimismo, se identificó un nivel de automatización de la Gestión de atención de solicitudes del 0%, un 75% relacionado al uso de herramientas de soporte tecnológico (Excel, Word, correo electrónico) y un 25% de actividades manuales. Finalmente, se identificó que el costo de impresión y envío de documentación de procesos asciende a S/. 1021.50.

In this work, the Seven Steps methodology has been applied in the Business Processes area of a university, in order to identify opportunities for improvement in the Management of Attention of process documentation requests. With the development of this research, it has been possible to analyze the historical information in the months of October 2017 to March 2018 and the average time that takes the attention of the requests for documentation of processes of 62, 43, 48 and 51 days was identified Skilled for the attention of procedures, policies, procedures and manuals respectively; a total percentage of process compliance of 47% was identified versus the goal set by the Processes area that is 80% compliance. Likewise, a level of automation of the Management of requests attention of 0%, 75% related to the use of technological support tools (Excel, Word, email) and 25% of manual activities were identified. Finally, the cost of printing was identified and the sending of process documentation amounts to S /. 1021.50. When applying the Seven Steps identification methodology, all improvement opportunities are proposed, where the redesign of the process and the implementation of an online platform for the attention of documentation requests are proposed. This redesign and implementation of the adaptation platform reduces the average service time to 47 business days for regulations, 39 business days for policies, 43 business days for procedures and 22 business days for manuals; versus 62 business days for protocols, 43 business days for policies, 48 business days for procedures and 51 business days for manuals that were identified in the initial diagnosis. Likewise, an increase in total process compliance was achieved from 47% to 62%. Finally, the costs associated with printing and sending documents are eliminated.