Estudio de mejora en el sistema de operaciones de la empresa de servicios gráficos Pentagraf S.A.C. a partir de la adecuación de un modelo de gestión por procesos

• Autores: Marcos Lau, Andrés Fernando, Palacios Urquiza, Antonio Eduardo
• Formato: tesis de grado
• Fecha de Publicación: 2019
• Institución: Universidad de Lima
• Repositorio: ULIMA-Institucional
• Lenguaje: español
• OAI Identifier: oai:repositorio.ulima.edu.pe:20.500.12724/11254
• Enlace del recurso: https://hdl.handle.net/20.500.12724/11254; http://doi.org/10.26439/ulima.tesis/11254
• Nivel de acceso: acceso abierto
• Materia: Service companies; Information systems in management; Graphic industry; Industria gráfica; Empresas de servicios; Sistemas de información en la gestión; https://purl.org/pe-repo/ocde/ford#2.11.04

The current situation in Pentagraf S.A.C requires considerable changes in the way the company is carrying out its operations. The General Management intends to make these changes in order to generate an impact in the relationship with the clients and the execution of the productive process. In that sense, it is necessary to carry out a study for an improvement in the company's operations system. An external and internal analysis of the company was made, in order to take into account all the aspects related to the execution of the diagnosis. In the external aspect, the PEST analysis and the five forces of Michael Porter were used, which allowed to understand that the manufacturing field, and specifically the printing sector, does not present a positive outlook. However, there are measures taken by the government that could help to its grow, although it depends a lot on the clients and there is also a high level of rivalry in the sector, due to the presence of informal printing presses. Internally, an analysis of gaps between the established goals and the current situation of the different operative indicators was made. In addition the Mapping of the Value Chain of the brochures production line was used in order to find the main problems of the operations system, which were the following: the loss of 5 important customers in the year 2017, the 25% of the shipments were delivered outside the planned date, there was a 60% machine availability in printing production line and only 15% of the time within the workflow of operations added value. Over these problems, the relationship diagram was used with the purpose of finding the root causes that were: Inadequate execution of the main operating processes (processes are not standardized), absence of quality control, lack of machine maintenance and failure in the communication flow between the sales and operations department. Once we understood the root causes, 04 solution alternatives were established: Redesign and Improvement of processes with the use of an Information System, Establishment of an organizational structure, Implementation of a Preventive Maintenance Plan and Establishment of a Quality Control System; all of which were evaluated in a ranking of factors. The first three alternatives were chosen for implementation, since they are complementary in their execution. Finally, it is expected to obtain an annual economic benefit of approximately S / 93 480 with a NPV of S / 145 688.43, an IRR of 31%, and a BCR of S / 2.57 for each invested sol, concluding that the project is viable.