Manual de procesos para la optimización de la gestión de las áreas administrativa y operativa de Riollanta importaciones en la Ciudad de Riobamba

Abstract

This research aimed to design and implement a Process Manual for Riollanta Importaciones to optimize all areas. The methodology used was a mixed approach, applied type, descriptive level, and non-experimental design. Initially, a literature review was conducted to theoretically ground the research topic and understand how it has been addressed in previous research. Subsequently, an analysis of the current situation of the administrative and operational areas was carried out using techniques such as observation, documentary analysis, and the application of a survey of the workers in the different areas. This analysis allowed the identification of the distribution of activities in the organization and the problems that influence the optimization of processes, preventing productivity improvement. Industrial engineering tools such as Ishikawa, Pareto, and SIPOC diagrams were used to process the data, with which the process flow for each activity was established and thus the interrelationships between them in each area were known. Finally, the Process Manual was focused on process management based on the quality standards ISO 9001:2015 and ISO 9004:2018. To control the implementation of the manual, Key Performance Indicators (KPIs) were designed, which were evaluated before and after the implementation of the manual. The results showed a remarkable improvement in the performance of the administrative and operational areas. In particular, there was an increase from 79.48% to 90.6% in the administrative area and from 83.59% to 91.13% in the operational area after working with the Process Manual. Finally, it was observed that the implementation had a positive influence on the optimization of the processes, demonstrated by the improvement of the indicators that evaluate the performance of the processes in these areas.