TY - GEN
T1 - Gestión por Procesos en la Competitividad de una PYME del Sector Gastronómico
AU - Castillo Fiestas, Kishanda P.
AU - Bravo Huivin, Elizabeth K.
AU - Rivas Madrid, Frank P.
AU - Florián Castillo, Odar R.
AU - Deza Castillo, Juan M.
N1 - Publisher Copyright:
© 2021 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2021
Y1 - 2021
N2 - The following article corresponds to the implementation of management by processes in the competitiveness of Charlie's Chicken in the city of Trujillo, Peru. To do this, a Pre-Experimental research approach was followed, where information gathering techniques such as survey and interview were manipulated. For the implementation of management by processes, a proposed methodology was used that had the following stages: Stage 1: Process inventory, Stage 2: Process map, Stage 3: Process file, Stage 4: Indicator sheets, Stage 5: Flowchart, Stage 6: Procedures Manual; in which it was concluded that the implementation of the model contributed to increase the quality of the management of the operational processes, which is evidenced in an improvement of 28.06% of the response capacity in the production process, efficiency in 22, 79% of the personnel in relation to the fulfillment of their tasks; and the increase in the level of customer satisfaction in relation to the product by 30.39%, while in relation to the service by 42.86%. This article is divided into introduction, state of the art, objectives, material and methods, methodology for the implementation of management by processes, results, discussions and conclusions.
AB - The following article corresponds to the implementation of management by processes in the competitiveness of Charlie's Chicken in the city of Trujillo, Peru. To do this, a Pre-Experimental research approach was followed, where information gathering techniques such as survey and interview were manipulated. For the implementation of management by processes, a proposed methodology was used that had the following stages: Stage 1: Process inventory, Stage 2: Process map, Stage 3: Process file, Stage 4: Indicator sheets, Stage 5: Flowchart, Stage 6: Procedures Manual; in which it was concluded that the implementation of the model contributed to increase the quality of the management of the operational processes, which is evidenced in an improvement of 28.06% of the response capacity in the production process, efficiency in 22, 79% of the personnel in relation to the fulfillment of their tasks; and the increase in the level of customer satisfaction in relation to the product by 30.39%, while in relation to the service by 42.86%. This article is divided into introduction, state of the art, objectives, material and methods, methodology for the implementation of management by processes, results, discussions and conclusions.
KW - Competitiveness
KW - Key factors of success
KW - Operational processes
KW - Process management
KW - Processes
UR - https://www.scopus.com/pages/publications/85122001425
U2 - 10.18687/LACCEI2021.1.1.126
DO - 10.18687/LACCEI2021.1.1.126
M3 - Contribución a la conferencia
AN - SCOPUS:85122001425
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - 19th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology
A2 - Larrondo Petrie, Maria M.
A2 - Zapata Rivera, Luis Felipe
A2 - Aranzazu-Suescun, Catalina
T2 - 19th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology: "Prospective and Trends in Technology and Skills for Sustainable Social Development" and "Leveraging Emerging Technologies to Construct the Future", LACCEI 2021
Y2 - 19 July 2021 through 23 July 2021
ER -