Diseño de estrategias de mejora para la gestión en el proceso de asistencia técnica y reparación de componentes de la empresa Diésel CAT LTDA
In the business context there are many problems inherent to the processes. Currently, the literature presents tools that allow to determine the causes that generate such hostile situations for managers and the entire organizational context; likewise, there are methodologies to evaluate strategies to...
- Autores:
-
Collante Gómez, Adriana Patricia
- Tipo de recurso:
- Trabajo de grado de pregrado
- Fecha de publicación:
- 2021
- Institución:
- Corporación Universidad de la Costa
- Repositorio:
- REDICUC - Repositorio CUC
- Idioma:
- spa
- OAI Identifier:
- oai:repositorio.cuc.edu.co:11323/8763
- Acceso en línea:
- https://hdl.handle.net/11323/8763
https://repositorio.cuc.edu.co/
- Palabra clave:
- DEMATEL
QFD
Multi-criteria
Improvement
Quality
Processes
Projects
Multicriterio
Mejora
Calidad
Procesos
Proyectos
- Rights
- openAccess
- License
- Attribution-NonCommercial-ShareAlike 4.0 International
| Summary: | In the business context there are many problems inherent to the processes. Currently, the literature presents tools that allow to determine the causes that generate such hostile situations for managers and the entire organizational context; likewise, there are methodologies to evaluate strategies to mitigate such problems. However, today it is necessary in certain contexts, to link the causes of the problems in the processes of the organizations and the corresponding improvement strategies, in order to optimize the processes, achieving the implementation of the best practices of continuous improvement. In this project, the application of multi-criteria methodologies was carried out in order to determine a series of improvement strategies for the provision of service in the company Diesel CAT Ltda. Using tools such as DEMATEL analysis, QFD, Ishikawa Diagram, Brainstorming, with the support of a group of experts, through which it is possible to establish 6 macro strategies as a possible solution to the identified problem, a categorization of the relevance of each one over the others, and a stratification of these strategies on the causes related to the problem. This research project confirms the fact that these quality management tools are totally applicable to the development of the project, and regardless of the nature and size of the organizations, they can be useful in the process of continuousimprovement within the companies. |
|---|