Increased productivity in a service company in the telecommunications sector using the Business Process Management (BPM) methodology and aggregate planning (#1172)

Authors

Gallegos Rodriguez, Karla

Leon Perfecto, Mery

Atoche Diaz, Wilmer

Abstract

The work presents a proposal to implement the Business Process Management (BPM) methodology and an aggregate planning model to improve operational efficiency in a small and medium-sized enterprise (SME) in the telecommunications sector in Lima, Peru. The objective of the study is to increase productivity by reducing process times through the redesign of workflows and the integration of technological tools, resulting in the optimization of human resource allocation. The proposal is developed from a review of the business context, followed by a comprehensive review of the state of the art on BPM and aggregate planning. Subsequently, a detailed diagnosis of the company's critical processes to be studied is carried out. Based on these findings, the BPM methodology is implemented, starting with the current design of the processes modeled using BPMN (Business Process Management Notation). Next, the processes are redesigned, and an aggregate plan is proposed to optimize the workforce. Finally, the implementation of an application that facilitates automation is proposed, and control parameters are defined to evaluate performance and ensure continuous improvement. The expected results include a significant reduction in process duration, an improvement in information flow, and an optimization in the use of the workforce, thus contributing to increased productivity.