Aplicación de técnicas y herramientas de mejoramiento continuo de procesos en empresas de servicios tanto públicas como privadas, ubicadas en la ciudad de Quito : aplicación de técnicas y herramientas de Lean-Six Sigma en un proceso clave de una empresa privada del sector de servicios en Quito, con el objetivo de establecer un plan de acción para la mejora del proceso.

Abstract

The present work presents the development of a study aimed at optimizing the performance of a fundamental process in a commercial sector company based in Quito. The methodology employed is based on the application of Lean - Six Sigma techniques and tools. The company Pintulac was selected as the object of study, located in the city of Quito, and the focus was on the ""Master Article Creation"" process of the ""Terrestre L"" supply. This process, responsible for creating technical specifications for products, plays a critical role for fifteen departments within the organization and constitutes an essential component in the strategy for constructing a new automated distribution center. The analysis of the process revealed challenges regarding meeting deadlines in two out of the five activities, variability in operations, and non-conformities in the parametrization of weights and measures of the articles. The improvement plan is structured into seven specific actions aimed at strengthening the commitment of top management, reducing article creation times, standardizing processes, and decreasing the non-conformity rate in weights and measures. A noteworthy action among the proposed measures is the creation of a Quality Department, which would be responsible for implementing and overseeing the proposed improvement plan. This initiative would represent a strong commitment to quality and operational efficiency, positioning the organization favorably to address challenges and achieve continuous improvements in its operations.