Aplicación móvil con kotlin para la optimización de tiempos de respuesta en la gestión de incidentes de TI en Plasticaucho Industrial S.A.

Abstract

This project develops a native mobile application in Kotlin to optimize response times in IT incident management at Plasticaucho Industrial S.A., an Ecuadorian manufacturing company specialized in rubber industrialization. The identified problem consisted of deficient response times to incidents, with delays of 2 to 24 hours that directly impacted operational continuity and production costs. The current incident management process was analyzed, identifying six critical causes: inefficient task assignment, absence of real-time status updates, poor inter-departmental communication, limitations in historical analysis, weak access control, and limited usability of existing tools. For the solution, the Kotlin language and its advantages in mobile application development were investigated, demonstrating superiority in native performance, official Google support, null safety, and efficient asynchronous programming through 1.9.0 coroutines. A mobile application was developed with four-layer enterprise architecture and role-differentiated interface (Support, Manager, Administrator), implementing optimization mechanisms: periodic monitoring every 60 seconds via AlarmManager, multi-channel notifications, asynchronous coroutines, WorkManager backup layer, and OAuth 2.0 authentication. Testing demonstrated that the system guarantees detection and notification in less than 1 minute, improving response times by more than 99%. Full compliance was achieved with all functional requirements (7/7) and non-functional requirements (5/5). Scrum methodology across four sprints ensured incremental value delivery and scalability. Finally, a comprehensive solution was provided that addresses the identified causes in the problem and establishes a scalable foundation for future operational improvements.