Sistema de gestión por procesos en la empresa de lácteos “D’ Marco”

Abstract

This research project proposes a Process Management System at "D' Marco" dairy company, due to the problem of processes carried out in a traditional way, as there is no documentation that serves as control and guidance, workers perform their activities based on experience which generates deficient processes, the final objective is to have a processes and procedures manual that establishes relevant documentation in an orderly and standardized way, thus promoting the control and continuous improvement of processes. The methodology followed for the project development has required a bibliographic research to establish theoretical bases on process management, then, field research was carried out, which included direct observation, an interview with the owner manager and surveys with the workers, evidencing the current situation of the tasks and activities performed in the company, with undefined processes and disorder in the execution of its activities due to the lack of adequate documentation. By identifying and classifying the processes, a process map was developed, which allowed a clear and structured visualization of their relationships. In addition to selecting the critical process of the company, through a comparison factors matrix. The survey of processes was carried out for the most demanded product, representing them through technical data sheets and flow charts, in addition to establishing indicators to measure and control each process. As a final result, a processes and procedures manual was developed, which describes in detail and orders the steps to be followed for the execution of the analyzed process, thus achieving standardization. This manual also serves as a control through the indicators established for each process.