ANÁLISIS Y DISEÑO PARA LA AUTOMATIZACIÓN DE PROCESOS OPERATIVOS EN EMPRESAS DE LA LINEA DE SERVICIO Y EQUIPOS DE IMPRESIÓN Y COPIADO EN GUAYAQUIL
Fecha
2016-01-15
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Universidad de Guayaquil Facultad de Ciencias Matemáticas y Físicas Carrera de Ingeniería en Sistemas Computacionales
Resumen
Este proyecto de titulación fue realizado con el objetivo de demostrar mediante el
diseño una automatización de procesos operativos en pymes que den servicio
de impresión y copiado en la ciudad de Guayaquil, pueden mejorar la eficiencia
en prestar sus servicios, la necesidad surgió porque en el área operativa de
estas empresas existen problemas que retrasan las labores diarias de visitas
técnicas a los clientes, perjudicando la eficiencia en el servicio que brindan. Para
esto se ha establecido un levantamiento de información en dicha área para
conocer cómo se realizan las tareas, se ha seleccionado una metodología de
gestión de procesos utilizando herramienta modelador de procesos para
determinar un mapeo de los mismos, también busca determinar que el uso de
herramientas en la nube como una solución a estas empresas para superar la
barreras de costos en implementación e infraestructura tienen actualmente, y
que puedan ver los beneficios de aplicar una metodología de procesos en sus
negocios así como las ventajas de utilizar los servicios en la nube, que se
ajusten a sus necesidades de información. Se han tomado como referencia las
principales empresas dentro de la ciudad de Guayaquil que brinden ente
servicio, considerando a los técnicos, jefes técnicos y coordinadores de servicio,
que según, la observación realizada, son los encargados de operar el servicio
desde que llega una llamada del cliente hasta la solución final de un
requerimiento. Se logró recabar información importante de las principales tareas
de la atención al cliente y como se realizan las actividades, por medio de mapa
de procesos y simulando una personalización de un servicio en la nube, para
ajustarlo a las empresas, como es registrar equipos y clientes.
This degree project was performed in order to demonstrate through the design automation of operational processes in small and medium businesses that provide printing service and copied in the city of Guayaquil, may improve the efficiency in providing its services, the need was given because in the operational area of these companies there are problems which slow down the daily tasks of technical visits to customers harming the efficiency in the service. For this has been established a gathering information in that area to know how the tasks are carried out, has been selected a process management methodology using process Modeler tool to determine a mapping of them, also seeks to determine that the use of tools in the cloud as a solution to these companies to overcome the barriers of implementation and infrastructure costs are currently , and you can see the benefits of applying a methodology of processes in their business as well as the advantages of using services in the cloud, that conform to their information needs. The main companies within the city of Guayaquil that provide agency service, whereas technicians, technical leaders and coordinators of service, according to the observation made have been taken as reference, they are responsible for operating the service since I get a call from the client to the final solution of a requirement. I collect important information from the main tasks of the customer service and as the activities, through process map and simulating a customization of a service in the cloud, to adjust it to the companies, as is registration and client computers.
This degree project was performed in order to demonstrate through the design automation of operational processes in small and medium businesses that provide printing service and copied in the city of Guayaquil, may improve the efficiency in providing its services, the need was given because in the operational area of these companies there are problems which slow down the daily tasks of technical visits to customers harming the efficiency in the service. For this has been established a gathering information in that area to know how the tasks are carried out, has been selected a process management methodology using process Modeler tool to determine a mapping of them, also seeks to determine that the use of tools in the cloud as a solution to these companies to overcome the barriers of implementation and infrastructure costs are currently , and you can see the benefits of applying a methodology of processes in their business as well as the advantages of using services in the cloud, that conform to their information needs. The main companies within the city of Guayaquil that provide agency service, whereas technicians, technical leaders and coordinators of service, according to the observation made have been taken as reference, they are responsible for operating the service since I get a call from the client to the final solution of a requirement. I collect important information from the main tasks of the customer service and as the activities, through process map and simulating a customization of a service in the cloud, to adjust it to the companies, as is registration and client computers.
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Palabras clave
Procesos automatizados, Pymes, Impresión, mapa de procesos, computación en la nube