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1
artículo
The objective of this research is to perform the evaluation of the General IT Controls in Operations Management implemented by the systems management of a health services company, to determine if the established controls can reduce the potential risks to acceptable levels , based on good practices that exist in the framework of COBIT 5 work and aimed at measuring the degree of confidence of controls in systems that affect financial statements within a company. In the detailed description of the review structure, the corresponding processes were evaluated and opportunities for improvement were identified. Finally, based on the analysis performed and the results obtained, necessary recommendations will be provided, so that the company can solve the problems encountered in order to improve profitability, in the audit carried out on information security and the efficiency of the systems anal...
2
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.
3
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.
4
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.
5
tesis de grado
The problem posed in this investigation is that a mutual fund management company maintained traditional processes of subscription and redemption of quotas in the funds, which caused great economic inefficiencies and discontent among clients. That is why the objective of this research was to propose a proposal to improve customer service processes through the application of a digital transformation through agile methodologies such as Design Thinking and Lean Startup through quasi-experimental practical research. In this way, it was possible to increase profits and customer experience. After the implementation, it was evidenced that thanks to this, the number of AUMs and participants increased by +15% per month and +55%, since the implementation, respectively, translating, later, into higher profits for the company (+10%).
6
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.
7
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.
8
artículo
Publicado 2014
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This research is based on the problem of communication observed in the Academic Office of Research of the UCV: Universidad César Vallejo Campus Chiclayo (AOR-UCVCH), facing such a situation, it was suggested hypothetically that a proposal of organization and control model, focusing on a manual of procedures which overcomes such problem. For this purpose, it was worked with a population composed of 1 820 registered students in the 16 professional schools at Universidad César Vallejo Campus Chiclayo, taking a sample of 406 students from 1st to 10th period of studies. The student’s ages oscillate between 16 and 29 years; to which it was applied a questionnaire to collect information about communication process that occurs at AORUCV- CH, serving as a diagnostic on quality of service that is offered and thus to formulate the proposal. Theoretical information was added to the questionnaire...
9
tesis de grado
Publicado 2024
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Las Pymes de la industria metalmecánica, en el Perú, cumplen un rol crucial para el desarrollo de la economía del país debido a su relación con diversas industrias proporcionando bienes intermedios y finales, así como su aporte en la generación de empleo; sin embargo, las pymes peruanas presentan diversas restricciones operacionales. Ante esta problemática de ausencia de técnicas y estrategias de trabajo aplicadas a las Pymes en el sector metalmecánico, surge la interrogante sobre la posibilidad de lograr una mejora en su OTIF en un mercado competitivo. Por lo tanto, el principal objetivo de esta investigación es mejorar los tiempos de atención de un proyecto en una Pyme de este sector respecto a una línea de producción específica, a través de simulaciones en Arena y pruebas piloto. Para alcanzar el objetivo planteado se propone una metodología de 3 etapas: Análisis de ...
10
artículo
Publicado 2019
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El estudio tuvo como objeto determinar la influencia de la gestión de procesos implementada por una empresa de baños sauna, ubicada en Huancayo – Perú, en la calidad de su servicio. El estudio fue básico, mixto, alcance descriptivo y diseño correlacional causal. En el componente cuantitativo, la gestión de procesos fue medida con una escala Likert, la evaluación de la calidad del servicio se hizo por medio del modelo ServPerf. Se consideraron dos poblaciones, 40 clientes externos y tres clientes internos. En el componente cualitativo, se aplicaron fichas de observación a 14 empresas competidoras y guías de entrevista a cinco expertos en Marketing. Se obtuvo un coeficiente r de Pearson de 0.77 y una R2 de 0.58, p_valor < 0.05. Se determinó que la gestión de procesos explica 59% de la variación en la calidad del servicio. Se recomendó implementar un sistema de gestión de...
11
artículo
Publicado 2019
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The aspects dealt with was the incidence of management by processes in the district Municipalities of the province of Marañón, the general objective of the investigation was to determine the incidence of the management by processes in the services of the district municipalities to 2016 - Province of Marañón , as well as, the determination of the incidence of the management by processes in the services of public cleaning, serenazgo service, administrative services, in the results and in the investment. The research method was descriptive according to the variable of interest, the type of research was observational, there was no intervention by the researcher, the data reflect the natural evolution of the events, beyond the researcher's will, according to the planning of the research. data, it was prospective data for the study were collected on the basis of research (primary). The mai...
12
artículo
Publicado 2022
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The modernization of public management in local governments consists, among other things, in the implementation of the results-based approach. In this way, entities must continue to promote and implement measures and actions to improve goods and services for citizens. Among its characteristics is the strengthening of decentralization. For this reason, the public management modernization process has five pillars, including the Civil Service, which tries to perfect public servants based on meritocracy and turn them into true public managers. For this, the public system of SERVIR was created and promoted. The main objective of this article is to present the case of the District Municipality of Paucara, in its attempt to transition to the Civil Service Law, through revisions of the current regulatory framework. In the conclusions, information is provided to the public servants who participat...
13
artículo
Publicado 2022
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This study proposes a model to improve identity registration service and correlates this service to the process quality and technology by means of structural equations using SPSS and AMOS. To reinforce the analysis of the information obtained from documents and records of the processes of identity registration, a 21 question survey was given to citizens coming to 1 of 16 regional headquarters, from which it was possible to demonstrate through structural equations, the existence of a strong relationship between the three variables: process quality, technology and service improvement.
14
tesis de grado
Optimization and standardization of the sales process in a service sector company through lean tools
Publicado 2024
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Introduction: Lead times in the design and implementation of spaces in Lima represent 42% of the causes of customer dissatisfaction in the sales process. Therefore, the research focuses on the optimization of lead times, as they are usually very high in small companies (SMEs) and with non-standardized and therefore inefficient processes. Methods: A model is proposed that delineates a standardization plan for a process. Initially, it is necessary to map the existing state of sales process, recommend a new mapping of the quotation process using Value Stream Mapping (VSM), locate the critical path using Pert-CPM, and identify the activity that is causing the greatest amount of process delay. To make the process of identifying standards simpler, data is then gathered and categorized. After standardizing the sales procedure and validating the proposal with Arena Simulator, the outcomes are as...
15
artículo
Publicado 2011
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In this investigation it has been evaluated the current situation of the emergency area that assists adults, in a public hospital of Peru. The software Arena was used to perform discreet simulations, with the objective of obtaining improvement proposals that allow reduce the total time of the patient’s permanency in this area before he is to discharge from hospital or admitted in the hospital. A simulation model was developed where several types of patients were identified that were assisted in the surgery, medicine, and traumatología topics. In some cases clinical analysis was required. For reduce the time of a patient’s permanency in the system diverse possibilities were evaluated, being the best alternative a modification in the schedule of the doctors’ attention in the medicine topic. This solution considers that four doctors assist from 7:00 a.m. to 7:00 p.m. and two doctors ...
16
artículo
Publicado 2011
Enlace
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In this investigation it has been evaluated the current situation of the emergency area that assists adults, in a public hospital of Peru. The software Arena was used to perform discreet simulations, with the objective of obtaining improvement proposals that allow reduce the total time of the patient’s permanency in this area before he is to discharge from hospital or admitted in the hospital. A simulation model was developed where several types of patients were identified that were assisted in the surgery, medicine, and traumatología topics. In some cases clinical analysis was required. For reduce the time of a patient’s permanency in the system diverse possibilities were evaluated, being the best alternative a modification in the schedule of the doctors’ attention in the medicine topic. This solution considers that four doctors assist from 7:00 a.m. to 7:00 p.m. and two doctors ...
17
tesis de grado
Publicado 2024
Enlace
Enlace
Esta investigación desarrolla la validación de un modelo de mejora continua que permite mejorar las ineficiencias en los procesos de servicio de atención en restaurantes de comida rápida en la ciudad de Lima. Asimismo, se puede confirmar que el modelo de mejora de enfoque sistemático optimiza los procesos operativos. En este caso de estudio, se utilizaron las herramientas de Estudio de Métodos y Tiempos, la Teoría de Colas y Planificación de la Producción Agregada para reducir el problema principal. El Estudio de Métodos y Tiempos permitió estandarizar los tiempos de atención de pedidos. La Teoría de Colas ayudó a optimizar el flujo de trabajo y mejorar el flujo de tráfico. La Planificación de Producción Agregada permitió asegurar los suministros de insumos esenciales para satisfacer la demanda. Para la implantación de estas herramientas se realizaron pilotos de cada u...
18
artículo
Publicado 2013
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This research details the analysis done to the replenishment process in one of the leading companies of the home centers sector in our country, through which improvements are defined to face the limitations found that show the replacement of goods as an unproductive activity. In this way, it seeks to contribute to better positioning the company against competition in a growing market like the current one. The necessary indicators were obtained to examine the evolution of the process in recent years, allowing demonstrate the hypothesis of correlation between the level of out-of-stock, representing replenishment timely management, and service level, which represents the end customer satisfaction and recognition for the company against the competition. Thus, in proposing a new model for the replenishment process is expected to optimize inventory management, increasing customer satisfaction ...
19
artículo
Publicado 2024
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This research aims to implement a lean manufacturing management model using tools such as value stream mapping (VSM), single-minute exchange of die (SMED) and autonomous maintenance (AM) to improve the service level within petroleum refining companies. Moreover, its objective is to mitigate the technical gap that leads to monetary losses for the company in question. In terms of methodology, the research used a case study design focused on pre-test and post-test analyses to identify the key improvements. The results revealed a 35 % reduction in company losses and an increase of 19 % in the service level.
20
artículo
Publicado 2024
Enlace
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This research aims to implement a lean manufacturing management model using tools such as value stream mapping (VSM), single-minute exchange of die (SMED) and autonomous maintenance (AM) to improve the service level within petroleum refining companies. Moreover, its objective is to mitigate the technical gap that leads to monetary losses for the company in question. In terms of methodology, the research used a case study design focused on pre-test and post-test analyses to identify the key improvements. The results revealed a 35 % reduction in company losses and an increase of 19 % in the service level.
