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 crítico del sector público, con el objetivo de establecer un plan de acción de mejora del proceso.

Abstract

The curricular integration work focused on proposing improvements in a critical process in the Quality Undersecretariat of the Ministry of Production, Foreign Trade, Investment and Fishing (MPCEIP). The main objective was to optimize the process of Complaints for infringement or omission of the Organic Law of Consumer Defense through the application of tools of the Lean-Six Sigma (LSS) methodology. The DMAIC cycle was used as the basis for continuous improvement, which involved defining the problem, measuring the relevant variables, analyzing the process and the identified waste, and finally proposing an improvement plan. However, the implementation and control of the improvement plan are beyond the scope of this paper and will require additional focus and planning. The structure of the paper is divided into several chapters. It begins with a description of the context in which the study takes place, followed by the introduction that establishes the objectives, scope and theoretical framework. Next, the steps used in the study are described, including the research perspective, design, data collection, data processing and interpretation. The results are then presented, followed by the conclusions and recommendations derived from the analysis. The document finally includes the bibliography and annexes attached in the final pages of the paper, which complete the information presented throughout the work.