Maestría en Gerencia Integral por Procesos (tesis)

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https://hdl.handle.net/10784/15676

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Mostrando 1 - 20 de 61

Actualización del modelo de gestión del riesgo de Cornare con el propósito de implementarlo a futuro en el proceso de autoridad ambiental
(Universidad EAFIT, 2021) Quintero Alzate, Hildeberto Antonio; Vela Martínez, Freddy Gustavo
Análisis de cómo los nuevos modelos de trabajo de las organizaciones adaptables están impactando los procesos de los Centros de Servicios Compartidos (CSC)
(Universidad EAFIT, 2021) Correa Puerta, Sara Milena; Giraldo Ariza, Jennifer; Oquendo Zapateiro, Stefany; Valderrama Bustamante, Robinson; Giraldo Hernández, Gina María
In this paper we analyze how the new work models of adaptive organizations are impacting the processes of shared service centers (SSC). To achieve this, a qualitative study was conducted to nine leaders of SSC processes in the city of Medellin to whom a semi-structured interview was applied. The purpose of the interview was to analyze the level of knowledge about adaptive organizations, the main strategies that impacted the processes to adjust to the needs of adaptive organizations, highlight the role of digital transformation in shared service centers to meet the demands of this type of organizations and the level of adaptability in which the interviewed SSCs are according to the results of the research. It was found that the SSCs are in a period of transformation of their processes to a more adaptable ones to face the new additional organizational models. Moreover, some have transformed the role initially conceived as BackOffice in a more analytical and process improvement role.
Análisis de los procesos de predistribución de la marca Bronzini línea interior del Grupo Éxito
(Universidad EAFIT, 2021) Zuluaga Jaramillo, Catalina; Rodríguez Giraldo, Bhorman; Montoya Hernández, Ángela María; Giraldo Hernández, Gina María
Análisis del proceso de atención al cliente brindado por el proveedor de contact center de una aerolínea colombiana
(Universidad EAFIT, 2024) Builes González, Lina María; Giraldo Hernández, Gina María; Toro Upegui, Clara
Análisis y propuesta de mejora al servicio de urgencias en una institución prestadora de servicios (IPS) de la ciudad de Santa Marta
(Universidad EAFIT, 2023) Hernández Cervera, Sebastian; Angulo Ochoa, Mario Andrés; Giraldo Hernández, Gina María
This work presents a proposal for improvement in the emergency area of a health care provider institute that offers third and fourth level services in the city of Santa Marta, Colombia, which, despite its significant growth, is showing delays and dissatisfaction of part of the users. For this purpose, the use of research tools, office tools for information processing, and interviews were combined to validate the care processes based on their verification with the actors involved. The entire process was compiled and validated monthly, with a view to strengthening good practices and timely correcting the deviations that became evident. As a final result, the proposed improvement plan was achieved, based on the results of the areas of human talent, infrastructure and processes.
Análisis y propuesta de mejora del proceso de ciclo contable para una empresa de e-commerce en Colombia
(Universidad EAFIT, 2024) Múnera Cardona , María Camila; Sánchez Cogollo, María José; Montoya Hernández, Ángela; Giraldo Hernández, Gina María
Comportamientos asociados al liderazgo en la implementación de una cultura de gestión por procesos en un centro de servicios compartidos de Antioquia
(Universidad EAFIT, 2023) Pertuz Ruiz, Cinthya Vanessa; Garzón Lasso, Fernando Alexander
Creación de un modelo para la mejora continua del proceso administrativo y financiero de la organización ABC
(Universidad EAFIT, 2022) Rivas Escobar, Martha Ciliana; Ramírez Pareja, Luz Vilma; Giraldo Hernández, Gina María
This research was focused on an appropriate model for the improvement of the administration and financial ABC Organization. To achieve it, a methodological design focused on structured quantitative aspects based on a matrix was constructed, with a scheme whose database were general and specific objectives operationalized through information requirements that were compensated by using techniques of literature reviews for the management of relevant information referring to a construction of a model of continuous improvement of the administrative and financial process. Along the journey, various theoretical and conceptual approaches were explored, with the purpose of finding referents to be used as a starting point. With the found elements, and due to the analysis carried out, a model of continuous improvement was constructed with a proactive approach, that points out a route in which are suggested tools that the ABC organization can use, to carry out the process beyond the fulfilling of the requirements.
Desafíos percibidos por un grupo de líderes de procesos frente a la transformación digital en centros globales de servicios compartidos localizados en Medellín
(Universidad EAFIT, 2021) Diaz Theran, Yesica Paola; Valderrama Bustamante, Robinson; Orejuela Gómez, Jonny Javier
Objective. Identify the challenges perceived by process leaders in the face of digital transformation in global shared services centers located in Medellín. Method. Qualitative, descriptive, and cross-sectional study through the case study methodology applied through a semi-structured interview conducted with 10 leaders who work in global shared services centers in Medellín who are currently involved in digital transformation processes. Results. In the companies where the study was carried out, which have their global shared services centers, it was possible to demonstrate the benefits of having an established digital transformation strategy. Most employees know their strategy, allowing them to communicate in the same language and aligning efforts. Additionally, many of the challenges that leaders face today are not only related to human talent and culture, but also the understanding of how new digital technologies provide capacities to the organization. Conclusions. Process leaders face challenges in 4 large dimensions, such as strategy, human resources, technology, and the client; this last one understood as the consumer of the service. These challenges have implications that must be addressed through change management, leadership, and organizational culture, aiming to reduce tensions and obtain a better approach to challenges, to be more prepared for the requirements of a market that today is under a new scenario called the “new normal”.
Diseño de la cadena de valor de la Vicerrectoría de Aprendizaje de la Universidad EAFIT
(Universidad EAFIT, 2024) Gómez Osorio, Alejandra; Giraldo Hernández, Gina María; Agudelo Londoño, Vanessa
In this degree work, the value chain of the Vice-Rector's Office of Learning at EAFIT University was designed, recognizing the importance of having this tool clearly and defined as a fundamental pillar for effective process operation. To design the value chain, a methodology was used that involved detailed analysis of the processes, resources and relationships within the Vice-Rector's Office, as well as the identification of the key elements that contribute to the achievement of its mission and objectives. Through the application of process-based organizational design techniques, a comprehensive model was outlined that describes how the Vice-Rector's Office adds value to its students, professors and administrators; and also to companies, enterprises and public systems. It was concluded that having a defined value chain aligned with the institutional strategy is essential to guarantee the effectiveness and relevance of the Vice-Rector for Learning in the current educational context.
Diseño de la operación del laboratorio corporativo de una empresa de bebidas no alcohólicas bajo el modelo de gestión por procesos
(Universidad EAFIT, 2021) Gómez Escobar, Isabel Cristina; Sánchez Argota, Estefanía; Orejuela Gómez, Jonny Javier; Hernández López, Juan David
Objective: Designing the laboratory operation of a non-alcoholic beverage company, under the process management model. Method: This professional scientific intervention work was carried out through the implementation of 4 phases: Phase I. make a diagnosis of the current state of the processes of the company corporate laboratory. Phase II. Analyzing the laboratory operation against the expectations, requirements, and needs of the processes that the laboratory supports. Phase III. Identify aspects of improvement, areas and processes where continuous improvement tools can be applied. Phase IV. Propose a process management model for the corporate laboratory and suggest opportunities for improvement. Results: In Phase I, the current state of the company corporate laboratory process was diagnosed. In this phase, the characterization of the process, objectives, risks, indicators and its capacity were defined, identifying with historical data the capacity for physicochemical, microbiological and sensory analysis. In phase II, an analysis of the corporate laboratory's operation was carried out and its clients were surveyed to identify aspects for improvement. In phase III, some lean manufacturing principles were identified, identifying waste and applying continuous improvement tools. In phase IV, tools such as the 5 S and A3 were implemented, seeking to optimize the process flow and create added value in some activities of the process with the aim of increasing customer satisfaction. Additionally, a process management model was proposed with recommendations for improvement to optimize the operation of the corporate laboratory. Conclusions: The company corporate laboratory process requires a process management model to be implemented, that allows it to optimize its activities and operate more efficiently to meet the needs and expectations of the processes that the company supports.
Diseño de proceso de condonación de capital en el FGA Fondo de Garantías S. A.
(Universidad EAFIT, 2023) Ruiz Henao, Dariana Carolina; Giraldo Hernández, Gina María; Grisales Soto, Daniel
Diseño de un modelo de gestión de calidad que se asegure el cumplimiento de los atributos técnicos de los empaques de cartón corrugado, de acuerdo con la voz del productor y exportador de aguacate Hass en Colombia
(Universidad EAFIT, 2021) Orrego Roldán, Laura Mariana; Alonso Rozo, Adriana María; Giraldo Hernández, Gina María
Diseño de un modelo de gestión de la experiencia del cliente para el área de fortalecimiento empresarial de la Cámara de Comercio de Cúcuta
(Universidad EAFIT, 2023) Cabeza Contreras, Jaice Rossi Carolina; Bedoya Jiménez, Julián Esteban; Giraldo Hernández, Gina María
The objective of this degree work is to design a management model for the customer experience of the Business Strengthening area of the Cucuta Chamber of Commerce in order to achieve customer/user satisfaction with the services, processes and projects provided. The methodology was worked with semi-structured interviews with an internal expert and clients/users, as well as with the documentary review of the procedures and tools that the Business Strengthening area already had. The results that were obtained allowed us to understand the main objective of the Business Strengthening area and where it wants to go in terms of customer experience management, thus obtaining the input for the design and development of the management model proposal for the customer experience. Finally, the management model proposal for the customer experience was designed, which will help manage a cycle of continuous improvement in all the services provided by the Business Strengthening area within the Cucuta Chamber of Commerce, through six stages. That include a series of activities that must be implemented for the correct management of the model.
Diseño de un modelo de gestión por procesos para una consultora organizacional de Perú
(Universidad EAFIT, 2023) Pulido Ramírez, Ruth Polett; Ramírez Pareja, Luz Vilma; Giraldo Hernández, Gina María
In this degree work, a process management model was designed for the consulting company Athanor Consultancy Organizational S.A.C., which is located in the city of Lima (Peru). This model was designed based on the methodology presented by Rojas et al. (2017) for the transition to a strategic management model based on processes, where four important phases are worked on: planning, organizational diagnosis, strategic design and implementation, monitoring and control. The results obtained contribute to managing the strategy defined as an organization, having clear strategic objectives in the short and medium term, optimizing the resources available in each macro process, as well as implementing controls that can help mitigate errors within them. Having indicators established in each macro process will help to meet its main objective of measuring efficiency, effectiveness and effectiveness. Finally, it was possible to conclude that a process management model will allow the consultant Athanor Consultancy Organizational S.A.C. focus on continuous improvement, compliance with requirements and customer satisfaction with the finished service to achieve competitiveness and sustainability in the market.
Diseño de un modelo de gestión por procesos para una empresa familiar comercializadora de llantas
(Universidad EAFIT, 2020) Cortés Castañeda, Lleisy Alexandra; Montoya Hernández, Ángela María; Orejuela Gómez, Jonny Javier
Diseño de un modelo de madurez de procesos en una empresa de confección en Medellín
(Universidad EAFIT, 2022) Vallejo Restrepo, Sara; Luna Caicedo, Jessica Alejandra; Grisales Soto, Daniel; Giraldo Hernández, Gina Marcela
Nowadays, there are various tools for organizations to improve their way of operating model. The process maturity models are some of them, since they suggest a route for norrowing the gaps between the current state and the desired state outlined by organizational strategy. This research arises from the need to define a process maturity model that allows the organization under study to define a transformation path for their processes, as well as achieving the needs and expectations of their stakeholders, while facing the challenges that the market brings to be competitive and sustainable over time. In this context, this research began with the review of existing maturity models. Among the investigated models, neither of those were applicable to the organizational needs, therefore, a process maturity model was designed taking as main reference the Process and Company Maturity Model of Michael Hammer (PEMM). For this model, the tool to evaluate the maturity of the processes was defined and the methodology for its implementation in the organization was established
Diseño de un proceso de gestión del desarrollo del personal en una concesionaria vial colombiana en el marco de una gestión integral por procesos
(Universidad EAFIT, 2022) Agudelo Sánchez, Angie Lorena; Hernández López, Juan David; Giraldo Hernández, Gina María
This study aims to structure a proposal for the staff development process, with scope for performance evaluation and job training threads. Here we also include monitoring of management results, as a proposal for strengthening the skills and abilities of the collaborators of the study concessionaire. We see a brief summary of the most relevant aspects of process management worldwide. Then we examine the gaps of the studied concessionaire with respect to the global standards of the personnel development process. Additionally, the justification and the objectives involved in the research are presented. The state of the art of process management in the area of human management, the personnel development process and the sub-processes of personnel training and work performance are related with the studied concessionaire, including related concepts and methodological tools for their adequate management. The methodological framework is described and the type of research. The sub-processes for creating and/or updating positions, job performance management and job development management are designed, in addition to the tools that support each sub-process within the framework of comprehensive process management (job description, performance evaluation, training plan). Finally, the results and conclusions are described.
Diseño del modelo de gestión de experiencia del cliente en la organización VID
(Universidad EAFIT, 2020) Yepes Botero, Tatiana Marcela; Montoya Hernández, Ángela María; Giraldo Hernández, Gina María
The customer experience is one of the most commonly used terms in the business world. The following research work aims to propose a customer experience management model for the VID organization; that facilitates an emotional connection between the organization and its customers, increase their satisfaction rates, loyalty, and income. It begins with a review of the most used definitions of customer experience, the differences between customer experience and user experience, the most used methodologies for the design of experiences, the prerequisites for the implementation of the management model, strategic benefits to take care of and improve the customer experience as a competitive advantage for organizations and a proposal of a management model with several stages, which include: verification of requirements, customer knowledge, analysis of total experience, design of prototypes and proposals for improvement for the current experience, the design of the desired experience and the description of the most commonly used metrics for measuring customer experience.
Diseño del proceso de reconciliación táctica entre el modelo operativo y el proceso de planeación de ventas y operaciones a medianos plazo por medio de la metodología Demand Driven Adaptive Enterprise (DDAE)
(Universidad Eafit, 2020) Ortiz Betancur, Edwin Alonso; Giraldo Hernández, Gina María; Trujillo Cadavid, Juan Camilo

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