Evaluación integral de los procesos críticos de una estación de servicio automotriz

Colombian filling stations are experiencing economic difficulties due to increased supply, high maintenance costs, significant decrease in sales and profit margin, the emergence of large economic groups and unfair competition by their fuel suppliers; to respond to these external threats it was proposed to improve their operation and become more competitive through the standardization and improvement of their critical processes, through a sample of Colombian filling stations it was evident that currently they do not have established what are the processes that exist for the retail marketing of liquid fuels derived from petroleum. With the selected sample, an information survey was made to inventory and classify the processes defining their objective, with all the processes listed were selected those ones that are considered critical based on criteria such as customer impact, feasibility and ease of making changes, impact on strategic objectives and current status. Critical processes were standardized by applying Harrington’s proposed tools to develop flowcharts (TO-BE) and datasheets to detail all components, activities and variables that processes have and how they should be measured based on ISO 9001 and BPM quality standards. The application of these politics showed a positive change in perception in customers and through the development of applications created for filling stations based on hard engineering tools such as Queue Theory and Inventory Models, simulated policies that would mean decrease costs and improve their image in front of customers.

• Autores: Camargo Pinzón, Sergio; Fernández Triana, Juan Camilo
• Tipo de recurso: Trabajo de grado de pregrado
• Fecha de publicación: 2020
• Institución: Pontificia Universidad Javeriana
• Repositorio: Repositorio Universidad Javeriana
• Idioma: spa
• OAI Identifier: oai:repository.javeriana.edu.co:10554/53214
• Acceso en línea: http://hdl.handle.net/10554/53214
• Palabra clave: Critical processes; Filling stations; Standardization; Inventories; Queue theory; Ingeniería industrial - Tesis y disertaciones académicas; Gestión empresarial; Servicio al cliente; Administración de la producción; Logística empresarial
• Rights: openAccess
• License: Atribución-NoComercial-SinDerivadas 4.0 Internacional