TY - GEN
T1 - Mejoramiento de los procesos organizativos basado en la gestión de procesos de negocio en empresas de servicios
AU - Torres, Betty Lizby Suarez
AU - Ramirez, Stefanie Luciana Hualtibamba
AU - Parillo, Fernando Yeremy Palacios
AU - Quiroz, Madayi Jaqueline Rondo
AU - Alvites, Ariana Ximena Barrantes
AU - Amaya, Yuleysi Grissel Solis
AU - Castillo, Odar Roberto Florián
N1 - Publisher Copyright:
© 2023 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2023
Y1 - 2023
N2 - The cleaning sector has become a key factor for the continuity of business operations, much more so in a pandemic context. For this reason, the objective of this research has been to propose a model for the improvement of organizational processes in the General Services Company All Master S.R.L. Previous studies indicate that cleaning actions have become a daily habit, generating broad growth in different markets around the world. The case study shows that the application of the process improvement model designed using business process management (BPM), could reduce operating costs by 87.13% and service execution time by 86.94%, costs by 36.75% and 31.58 % the attention time for claims, and 64% the execution time of the contracting process. As for the research, it is descriptive and cross-sectional, using an observation guide and a questionnaire as instruments. The results show the measurement of the processes as they are executed using the balanced scorecard of the Balanced ScoreCard (BSC) management system, the analysis of the results and the proposal of activities for the improvement of the prioritized processes such as contracting, documentary control, claims management, tenders and execution of the service.
AB - The cleaning sector has become a key factor for the continuity of business operations, much more so in a pandemic context. For this reason, the objective of this research has been to propose a model for the improvement of organizational processes in the General Services Company All Master S.R.L. Previous studies indicate that cleaning actions have become a daily habit, generating broad growth in different markets around the world. The case study shows that the application of the process improvement model designed using business process management (BPM), could reduce operating costs by 87.13% and service execution time by 86.94%, costs by 36.75% and 31.58 % the attention time for claims, and 64% the execution time of the contracting process. As for the research, it is descriptive and cross-sectional, using an observation guide and a questionnaire as instruments. The results show the measurement of the processes as they are executed using the balanced scorecard of the Balanced ScoreCard (BSC) management system, the analysis of the results and the proposal of activities for the improvement of the prioritized processes such as contracting, documentary control, claims management, tenders and execution of the service.
KW - Balanced Scorecard
KW - Business Process Management
KW - Business processes
KW - Process Management
UR - https://www.scopus.com/pages/publications/85172371900
M3 - Contribución a la conferencia
AN - SCOPUS:85172371900
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology
A2 - Larrondo Petrie, Maria M.
A2 - Texier, Jose
A2 - Matta, Rodolfo Andres Rivas
T2 - 21st LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2023
Y2 - 19 July 2023 through 21 July 2023
ER -