Framework based on BPM and Design thinking to optimize the monitoring and control process in the area of project quality

Carhuacusma C.A.C.; Ovalle C. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2023)

Resumen

Agility and adaptation to change through methodologies or frameworks have attracted the interest of companies and organizations, however, the role of process management has become key for a successful implementation, taking into consideration the stakeholders, either the client or the parties involved. Companies seek effectiveness and efficiency in the activities carried out to improve their activities or processes and what better way to meet these challenges with innovation. That is why we have designed a Framework that is the product of the integration between process management (BPM) and Design Thinking methodology that helps to discover insights and solve problems with innovation, this framework will optimize the process of monitoring and control in the area of project quality, helping to optimize the effectiveness of the same area and the personnel involved. In the results, improvements were obtained in the followup and control process, improving the participation and commitment of the client, there was an increase in the rate of appointments scheduled that rose to 72%, in addition to the increase in the NPS satisfaction index that reached 88% with an increase in promoters and also managed to significantly reduce complaints in the area of project quality.

Instituciones: Universidad Privada del Norte