Aplicación del procedimiento para la gestión por procesos en el servicio de soporte técnico de la División Desoft Villa Clara
Fecha
2013-07-23
Autores
Armas Casanova, Dayami de
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Universidad Central "Marta Abreu" de Las Villas
Resumen
La Empresa de Desarrollo Software (Desoft) División Villa Clara se encuentra enfrascada en la actualización de sus metodologías de trabajo con el objetivo de garantizar la toma de decisiones de forma eficaz y la mejora continua de sus procesos. Esta reorganización llega a cada uno de sus procesos, siendo el de soporte técnico el escogido para el desarrollo de esta investigación.
Como objetivo del trabajo se propuso aplicar un procedimiento para lograr la gestión por procesos en el servicio de soporte técnico para ello se utilizó el procedimiento elaborado por Moreno (2010) con adaptaciones de acuerdo a requisitos adicionados por la Resolución 60/2011 de la Contraloría General de la República de Cuba. Con esta aplicación se realizaron fichas y diagramas de cada uno de los subprocesos del proceso objeto de estudio, estableciendo indicadores para el seguimiento y control del desempeño de estos.
Las anomalías de funcionamiento del proceso, detectadas tras la aplicación del procedimiento fueron analizadas y propuestas las variantes de mejoramiento.
The Company of Development Software (Desoft) Division Villa Clara is buried in the upgrade of her work methodologies with the objective of guaranteeing the taking of decisions in an effective way and the continuous improvement of her processes, this reorganization arrives until each one of its processes, being this way that of support technician the chosen one for the development of this investigation. As general objective he/she intended to apply a procedure to achieve the management for processes in the service of support technician for it was used it the procedure elaborated by Moreno (2010) with adaptations according to requirements added by the Resolution 60/2011 of the General Controllership of the Republic of Cuba. With this application they were carried out records and diagrams of each one of the subprocessess of the process study object, establishing indicators for the pursuit and control of the acting of these. The anomalies of operation of the process, detected after the applications of the procedure were analyzed and proposals the variants of improvement.
The Company of Development Software (Desoft) Division Villa Clara is buried in the upgrade of her work methodologies with the objective of guaranteeing the taking of decisions in an effective way and the continuous improvement of her processes, this reorganization arrives until each one of its processes, being this way that of support technician the chosen one for the development of this investigation. As general objective he/she intended to apply a procedure to achieve the management for processes in the service of support technician for it was used it the procedure elaborated by Moreno (2010) with adaptations according to requirements added by the Resolution 60/2011 of the General Controllership of the Republic of Cuba. With this application they were carried out records and diagrams of each one of the subprocessess of the process study object, establishing indicators for the pursuit and control of the acting of these. The anomalies of operation of the process, detected after the applications of the procedure were analyzed and proposals the variants of improvement.
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Palabras clave
Empresa de Software DESOFT, Villa Clara, Toma de Decisiones, Gestión de la Calidad, Gestión de Procesos, Industria del Software