Rediseño de procesos de ahorro bancario y financiamiento del BPA de Villa Clara
Fecha
2017
Autores
García Lorenzo, Carlos Ernesto
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Editor
Universidad Central "Marta Abreu" de Las Villas. Facultad de Ingeniería Mecánica e Industrial. Departamento de Ingeniería Industrial
Resumen
Los servicios que ofrece el Banco Popular de Ahorro están regidos por un Manual de Instrucciones y Procedimientos, donde se describen los pasos o actividades que conforman cada proceso. Al realizar un análisis de este manual se ha podido constatar que existen problemas relacionados con su lectura y comprensión, sobre todo en procesos con muchas actividades y niveles de decisión. Otro problema detectado tiene que ver con la optimización de actividades dentro de un proceso. Se pueden mencionar: actividades redundantes, tiempo excesivo de duración de las actividades y ejecución de actividades innecesarias, entre otras. Teniendo en cuenta esta problemática, en la presente tesis se hace una propuesta de rediseño de los procesos de Apertura de cuenta y Financiamiento, a través del procedimiento Método de los siete pasos, de manera que se minimicen los problemas detectados y se mejore de manera sustancial el servicio al cliente. La propuesta también incluye modelar gráficamente dichos procesos, con el objetivo de mejorar su legibilidad y contribuir a la comprensión de las actividades utilizando la notación gráfica SDL.
The services offered by Banco Popular de Ahorro are governed by a Manual of Instructions and Procedures, which describes the steps or activities that make up each process. An analysis of this manual has revealed that there are problems related to its reading and understanding, especially in processes with many activities and levels of decision. Another problem detected has to do with the optimization of activities within a process. They can be mentioned: redundant activities, excessive time of activities and execution of unnecessary activities, among others. Taking into account this problem, in this thesis a proposal is made to redesign the processes of Account opening and Financing, through the procedure of the seven steps, so as to minimize the problems detected and to improve substantially customer service. The proposal also includes graphical modeling of these processes, with the aim of improving their readability and contributing to the understanding of the activities using SDL graphic notation.
The services offered by Banco Popular de Ahorro are governed by a Manual of Instructions and Procedures, which describes the steps or activities that make up each process. An analysis of this manual has revealed that there are problems related to its reading and understanding, especially in processes with many activities and levels of decision. Another problem detected has to do with the optimization of activities within a process. They can be mentioned: redundant activities, excessive time of activities and execution of unnecessary activities, among others. Taking into account this problem, in this thesis a proposal is made to redesign the processes of Account opening and Financing, through the procedure of the seven steps, so as to minimize the problems detected and to improve substantially customer service. The proposal also includes graphical modeling of these processes, with the aim of improving their readability and contributing to the understanding of the activities using SDL graphic notation.
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Palabras clave
Banco Popular de Ahorro, Villa Clara, Gestión de Procesos, Procesos de Negocio, Sistema Bancario