Management by Processes in the Competitiveness of a SME in the Gastronomic Sector

Castillo Fiestas K.P.; Bravo Huivin E.K.; Rivas Madrid F.P.; Florián Castillo O.R.; Deza Castillo J.M. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2021) · DOI: 10.18687/laccei2021.1.1.126

Resumen

The following article corresponds to the implementation of management by processes in the competitiveness of Charlie's Chicken in the city of Trujillo, Peru. To do this, a Pre-Experimental research approach was followed, where information gathering techniques such as survey and interview were manipulated. For the implementation of management by processes, a proposed methodology was used that had the following stages: Stage 1: Process inventory, Stage 2: Process map, Stage 3: Process file, Stage 4: Indicator sheets, Stage 5: Flowchart, Stage 6: Procedures Manual; in which it was concluded that the implementation of the model contributed to increase the quality of the management of the operational processes, which is evidenced in an improvement of 28.06% of the response capacity in the production process, efficiency in 22, 79% of the personnel in relation to the fulfillment of their tasks; and the increase in the level of customer satisfaction in relation to the product by 30.39%, while in relation to the service by 42.86%. This article is divided into introduction, state of the art, objectives, material and methods, methodology for the implementation of management by processes, results, discussions and conclusions.

Instituciones: Universidad Privada del Norte