Improvement of organizational processes based on business process management in service companies (#260)

Authors

Suarez Torres, Betty Lizby

Hualtibamba Ramirez, Stefanie Luciana

Barrantes Alvites, Ariana Ximena

Rondo Quiroz, Madayi Jaqueline

Palacios Parillo, Fernando Yeremy

Solis Amaya, Yuleysi Grissel

Florian Castillo, Odar Roberto

Abstract

The cleaning sector has become a key factor for the continuity of business operations, much more so in a pandemic context. For this reason, the objective of this research has been to propose a model for the improvement of organizational processes in the General Services Company All Master S.R.L. Previous studies indicate that cleaning actions have become a daily habit, generating broad growth in different markets around the world. The case study shows that the application of the process improvement model designed using business process management (BPM), could reduce operating costs by 87.13% and service execution time by 86.94%, costs by 36.75% and 31.58 % the attention time for claims, and 64% the execution time of the contracting process. As for the research, it is descriptive and cross-sectional, using an observation guide and a questionnaire as instruments. The results show the measurement of the processes as they are executed using the balanced scorecard of the Balanced ScoreCard (BSC) management system, the analysis of the results and the proposal of activities for the improvement of the prioritized processes such as contracting, documentary control, claims management, tenders and execution of the service