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1
tesis de grado
Publicado 2022
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Research on implementing work standardization in an SME company in the veterinary sector is very scarce. This scientific article aims to increase productivity without neglecting the grooming service's quality and applying different engineering solutions to improve resource management. The results obtained can be of great value to similar industries, especially those that want to improve the performance of their operations, avoid waste, and improve their productivity. In companies such as a veterinary clinic, it is common to find that those in charge of the bathroom area do not perform an outstanding performance in their work, considering this task as not very important or definitive for the company, causing unnecessary delays, slow work speed, and unmotivated staff. We seek through this article to demonstrate that, through standardization of processes and areas within a company, the impe...
2
artículo
Los Web Services actuales ofrecen una variedad de soluciones de software basadas en estándares para integrar aplicaciones y automatizar procesos de transferencia de información confidencial. Por lo tanto, la seguridad del Web Service se considera una característica muy importante para una entidad que tiene como objetivo ofrecer un mejor servicio al usuario, proporcionando una infraestructura completa que permite el intercambio de información de forma segura.El modelo de evaluación propuesto responde a la necesidad de disponer de una herramienta válida y confiable para estimar la seguridad del Web Service durante la transferencia de datos; detallándose de manera específica los procedimientos necesarios para realizar una evaluación, usando criterios de evaluación que no han sido considerados por otros investigadores. Los resultados sirven para identificar con claridad las vulnera...
3
artículo
Los Web Services actuales ofrecen una variedad de soluciones de software basadas en estándares para integrar aplicaciones y automatizar procesos de transferencia de información confidencial. Por lo tanto, la seguridad del Web Service se considera una característica muy importante para una entidad que tiene como objetivo ofrecer un mejor servicio al usuario, proporcionando una infraestructura completa que permite el intercambio de información de forma segura.El modelo de evaluación propuesto responde a la necesidad de disponer de una herramienta válida y confiable para estimar la seguridad del Web Service durante la transferencia de datos; detallándose de manera específica los procedimientos necesarios para realizar una evaluación, usando criterios de evaluación que no han sido considerados por otros investigadores. Los resultados sirven para identificar con claridad las vulnera...
4
artículo
An innovation program designed and implemented with two Peruvian small, medium business in health and hotel industries focused on value creation goal while developing products and services innovation. For insights, ideas generation, solutions validation and prototyping proposals at the front-end open innovation strategy were used both indirect and direct methods; trends research, customer journey mapping, ethnography, interaction with users with depth interviews and dynamic group sessions. The research sought both to test the program and deploy the methods developed in business to advance capabilities for knowledge management and iterative processes. As a result small and medium businesses can develop Services Design according to their human and financial limitations using processes based on four axes; scanning the environment immersion learning, gamification, Lean and Design Thinking. T...
5
tesis de grado
Publicado 2022
Enlace
Enlace
Companies in the health sector face the challenge of offering optimal patient care, knowing that they come to establishments with some pain or illness that afflicts them, thus hindering well-being during the care processes. The level of service represents around 16% of the annual costs of Peruvian SMEs in the health sector, analyzing the waiting time of patients, the quality of care received and the flow of people who come to the establishment according to capacity of this. Therefore, a model based on the Lean methodology and the theory of constraints was developed to improve the level of service. It was validated by carrying out a case study in a company in the sector located in the Peruvian province of Cañete. The results showed an increase in the level of service, improvement of workstations with the availability of necessary tools, reduction of cycle times from 5.1 hours to 1.2 hour...
6
artículo
Publicado 2023
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This article deals with the processes of liberalization and privatization of economic public services within the framework of the social market economy in Peru. The meaning of liberalization and privatization is provided to differentiate their scope and differences, to later explain how processes have been applied in Peru, particularly in the public services of telecommunications, electricity, natural gas, and potable water and sanitation.
7
artículo
Companies at global level, use to suffer a higher dependency on information te- chnology, not just for operational maintenance of level of organization levels, but also for increasing the business worth through use of data and specially through analysis and optimizing its processes. The methodology Business Process Mana- gement (BPM) when combining with the good practices proposed by Information Technology Infrastructure Library (ITIL), it gets the opportunity to increase the value of any company through processes improvement and adjustment from a better and agile view, stronger with the ability to adapt to adjustments, allowing the organizations to aim their processes to the customer.
8
artículo
Companies at global level, use to suffer a higher dependency on information te- chnology, not just for operational maintenance of level of organization levels, but also for increasing the business worth through use of data and specially through analysis and optimizing its processes. The methodology Business Process Mana- gement (BPM) when combining with the good practices proposed by Information Technology Infrastructure Library (ITIL), it gets the opportunity to increase the value of any company through processes improvement and adjustment from a better and agile view, stronger with the ability to adapt to adjustments, allowing the organizations to aim their processes to the customer.
9
tesis de grado
Publicado 2022
Enlace
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The sector of services provided to companies is in a constant search for continuous improvement mainly due to problems presented in the performance of processes, quality of service and time management. The latter is a fundamental piece since the shortest time is always sought in hiring new collaborators to have greater flexibility and maintain a good relationship with customers, achieving a better competitive advantage. Therefore, the integrated Lean-BPM service model is proposed, which aims to reduce the lead time of new employees that is currently 6.22 days generated by poor time management. The mentioned model uses the following tools: standardized work, visual management, business process management and Kanban board, which are adjusted to the identified problems according to the literature review. After applying the method, a 12.88 % reduction was obtained to maintain the efficiency ...
10
tesis de grado
Publicado 2023
Enlace
Enlace
La presente investigación se centra en la evaluación organizacional de una agencia de turismo ubicada en la ciudad de Cajamarca, Perú, para identificar sus deficiencias y establecer una estrategia que permita optimizar su desempeño y, por ende, su competitividad y cometido en general. Se pudo observar que, aunque la empresa no presenta rendimientos financieros negativos de acuerdo con lo que reflejan sus estados financieros, esta pudiera optimizar sus procesos y obtener mayores niveles de rentabilidad tanto por la mejora de su estructura de costos como por elevar su competitividad y presencia de mercado. Para ello se propuso evaluar tres alternativas estratégicas que fueron: el diseño y ejecución de un plan de marketing mix, diseño y ejecución de un plan de lean service y el diseño y ejecución de un plan de liderazgo en costos. De la ponderación de los tres anteriores se cons...
11
artículo
Publicado 2017
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This article aims to integrate business processes in the field of small and medium-sized enterprises (SMEs, or PYMES for its acronym in Spanish). The integration will be achieved through the development of web applications based on integration architectures, such as Service Oriented Architecture (SOA) and Web services. The integration of business processes allows companies to join their business objectives, as well as optimize processes based on the concept of service. To achieve an optimal communication between companies and their clients through the services, various web standards were used, including: XML as standard format to describe the data; SOAP as data exchange protocol; WSDL to describe available services; and finally UDDI to publish information and check what web services are available.
12
artículo
Publicado 2017
Enlace
Enlace
This article aims to integrate business processes in the field of small and medium-sized enterprises (SMEs, or PYMES for its acronym in Spanish). The integration will be achieved through the development of web applications based on integration architectures, such as Service Oriented Architecture (SOA) and Web services. The integration of business processes allows companies to join their business objectives, as well as optimize processes based on the concept of service. To achieve an optimal communication between companies and their clients through the services, various web standards were used, including: XML as standard format to describe the data; SOAP as data exchange protocol; WSDL to describe available services; and finally UDDI to publish information and check what web services are available.
13
tesis de grado
Publicado 2024
Enlace
Enlace
In recent years, the telecommunications sector has become an important item in the world, with globalization and the increase in technologies, people increasingly seek to be connected to the Internet and obtain network services that meet their requirements. It is for this reason that companies are focusing their objectives on achieving a higher level of user satisfaction and for this they implement various tools. One of the methodologies that has helped certain companies to raise their level of user satisfaction by focusing their processes on the elimination of changes and other activities that do not generate value. That is why this research focuses on implementing the Lean Six Sigma DMAIC methodology and combining it with the Agile methodology, in order to insert a culture of employee participation and commitment from the beginning of the project. When reviewing different articles, it ...
14
tesis de grado
Publicado 2023
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Enlace
The restaurant industry is a sector of great importance in Peru, which was one of the most affected during the pandemic due to the sanitary measures that prevented its normal operation. Once these measures were diminished and regular attention returned, the sector grew in an accelerated manner. With this growth, restaurants had to face a major problem: low customer satisfaction, as long wait- ing times and poor service became recurrent issues. Faced with this scenario, it is necessary to optimize the activities in the kitchen in order to have a better production time and to ensure the best quality in the dishes offered. Thus, a continuous improvement model based on Lean Service tools (5S, SMED, Standardized Work) is proposed to increase customer satisfaction through a faster service by making the processes in the kitchen more efficient and standardizing the quality of the dishes. In addi...
15
artículo
Publicado 2021
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Objective. To determine the effectiveness of the balanced scorecard management model in improving the quality of customer service at the Instituto de Educación Superior Tecnológico Privado Juan Bosco at Huánuco, 2020. Methods. The study had a quantitative, applied approach, with a quasi-experimental experimental design. The sample was non-probabilistic and consisted of 90 students, 45 for the control group and 45 for the experimental group, to whom a questionnaire with 40 items was applied at the beginning and end of the research work. The hypotheses were tested using Student's t-test. Results. It was evidenced that the application of the balanced scorecard model significantly improved the quality of customer service at the Institute, since in the related samples hypothesis test (pre- and post-test of the experimental group) the calculated t (tc = 4.51) is greater than the tabulated o...
16
artículo
Publicado 2023
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Enlace
The quality of services in education is fundamental to guarantee effective and satisfactory learning, promoting the integral development of students. The objective of this article was to diagnose the quality of customer service at the Unidad Educativa Particular “Internacional Puerto de Manta”. The research had a mixed approach, integrating systematic, empirical and analytical processes. The SERVQUAL instrument was applied to 233 customers (internal and external) of the institution; the five dimensions were identified: “Tangible Elements, Reliability, Responsiveness, Security, Empathy”; with 22 items. The results indicated that the perception of customer service was positive in all dimensions. In conclusion, all the dimensions had a high score which implies user satisfaction; therefore, the institution demonstrates to have an educational planning updated and relevant to the adv...
17
artículo
Publicado 2014
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The question I asked myself was some time ago ...... “Who audits the accounting service or accounting staff ?”. This has been the trigger to make this re-search work. The accountant, accountant technician, bookkeeper, accounting assistant and many others working in an accounting department, we believe that doing their job properly, they have regulations and very clear and precise procedures to follow. But who makes you follow the accounting staff about their work, to know or meet, if truly compliance with the rules, the processes, procedures, and troubleshooting errors with feedback, the analysis difference, as well as accounting standards, among others.Sincerely believe that few organizations, companies and institutions that carry out an audit of quality accounting service.Accounting staff, bookkeeper or assistant, is evaluated by its results which are reflected in the reports, EE.F...
18
artículo
An innovation program designed and implemented with two Peruvian small, medium business in health and hotel industries focused on value creation goal while developing products and services innovation. For insights, ideas generation, solutions validation and prototyping proposals at the front-end open innovation strategy were used both indirect and direct methods; trends research, customer journey mapping, ethnography, interaction with users with depth interviews and dynamic group sessions. The research sought both to test the program and deploy the methods developed in business to advance capabilities for knowledge management and iterative processes. As a result small and medium businesses can develop Services Design according to their human and financial limitations using processes based on four axes; scanning the environment immersion learning, gamification, Lean and Design Thinking. T...
19
artículo
Publicado 2014
Enlace
Enlace
The question I asked myself was some time ago ...... “Who audits the accounting service or accounting staff ?”. This has been the trigger to make this re-search work. The accountant, accountant technician, bookkeeper, accounting assistant and many others working in an accounting department, we believe that doing their job properly, they have regulations and very clear and precise procedures to follow. But who makes you follow the accounting staff about their work, to know or meet, if truly compliance with the rules, the processes, procedures, and troubleshooting errors with feedback, the analysis difference, as well as accounting standards, among others.Sincerely believe that few organizations, companies and institutions that carry out an audit of quality accounting service.Accounting staff, bookkeeper or assistant, is evaluated by its results which are reflected in the reports, EE.F...
20
tesis de grado
Publicado 2023
Enlace
Enlace
In managing health services, one of the crucial factors is user satisfaction, from how the service is perceived and behaves to what is expected and what is obtained from the quality of care [1]. Furthermore, in good management, the processes that contribute more to care must be correctly established, knowing the needs of the public, having qualified medical staff, and knowing how to communicate effectively with patients [2]. In the Peruvian health sector, a per capita expenditure of $51 is recorded, which is lower than in most Latin American countries [3]. It shows that the budget execution for the sector has been low, according to the Peruvian Foreign Trade Society [4]; this influences the management of resources since it would not be investing to cover gaps such as human capital, infrastructure, and equipment.
