Creación de un manual de procesos y procedimientos para la empresa MUVECOM C.L. aplicando el modelo BPM

Abstract

This study focuses on the creation of a Processes and Procedures Manual for MUVECOM C.L., a telecommunications service company. The initiative arises in response to the need to optimize operational efficiency and improve internal coordination. The main objective is to detail key operations such as installations, technical support, visit coordination, and incident management, using the Business Process Management (BPM) model to structure and standardize processes. To develop the manual, qualitative and quantitative analysis methodologies were applied, including the review of existing documentation. Additionally, tools such as SWOT, PESTEL, and Value Chain matrices were used to identify strengths, opportunities, weaknesses, and threats, as well as the external and internal context of the company. The main results reveal a lack of standardization in processes and the need for clearer definition of roles and responsibilities. The proposed manual offers clear and detailed workflows, facilitating interdepartmental coordination and agile response to customer needs. In conclusion, the implementation of the Manual will allow MUVECOM C.L., to improve its operational efficiency, reduce incidents, and increase customer satisfaction. It is recommended to create specific indicators for each process, beyond general departmental indicators, for precise performance measurement and timely identification of improvement areas.