Gestión del riesgo operacional en los procesos de la empresa Asoserlirio

Abstract

This research aimed to develop an operational risk management approach for the processes of ASOSERLIRIO, a company dedicated to providing cleaning services to public and private entities. To achieve this, a diagnostic of the current situation was carried out through interviews, direct observation, and a verification checklist focused on key aspects such as documentation, personnel, inputs, operational dynamics, results, and equipment usage. The results of this evaluation revealed significant deficiencies, including the absence of formally established procedures, insufficient trained personnel, lack of defined operational frequencies, and the use of unreliable information, all of which significantly increase exposure to operational risk. To analyze these risks, the FMEA technique (Failure Modes and Effects Analysis) was selected through a weighted criteria comparison with other methodologies. This technique allowed for prioritization of failure modes based on severity, frequency of occurrence, and detection capability, identifying the most critical processes as those related to service execution, supply management, and human talent management. As a proposed solution, process and procedure manuals were developed to standardize activities, define responsibilities, and incorporate evaluation indicators. These documents aim to enhance traceability, optimize resources, and establish a foundation for continuous improvement. This work not only benefits the operational performance of ASOSERLIRIO but also contributes theoretically and methodologically to the study of operational risk management in service organizations, a field that has been scarcely explored in the Ecuadorian context.