Sistema de gestión por procesos en la prestación de servicios de la empresa IESEI Cia. Ltda

Abstract

This research establishes a Process Management System, as a proposal to improve the provision of services offered by the company IESEI CIA. LTDA, to the different fuel service stations in the country, this organization is dedicated to providing complete services of maintenance of fuel storage tanks, dispatchers, and technical repair. Where it was evidenced that the main problem is the lack of coordination, standardization, and documentation for the development of the activities that make up the maintenance processes, furthermore as the execution of empirical tasks, since they do not have a standardized guide, workers tend to perform repetitive tasks or tasks that do not generate value. Therefore, an analysis of the company's current situation has been carried out using various methodologies. These include field observations, an interview with the organization's manager, and a process survey using management tools such as information collection cards. These cards describe the elements that conform to the maintenance services. In addition, flow charts were used to visually represent the sequential process, and analytical flowcharts were used to detail each of the activities involved. Control indicators have also been used and a time study has been carried out to establish a standard time for the fulfillment of each activity within a process. Finally, a manual of processes and procedures has been developed with the objective of providing the company's employees with a standardized guide on how to carry out the activities of the different processes. This manual includes detailed records for each succession, which allows for better control of the activities carried out, prioritizing the needs and requirements of the client.