Diseño del sistema de procesos para la Empresa TOTALHOME

Abstract

This research project called Design of the process system for the company TOTALHOME, aims to define and standardize its internal processes to improve administrative management and establish a basis for the creation of a franchise. The methodology used is based on conducting surveys applied to managers, employees and clients of this institution, in addition to an interview with the manager that allowed obtaining accurate information to prepare the SWOT matrix that helped define the current situation of the company. Through the application of individual interviews to the personnel working in the entity and the use of process and procedure files all existing processes and sub processes were lifted and subsequently the process map, the process flowcharts, process records and indicator sheets that detail all the information of each identified process were prepared. After completing the investigation, it was obtained as a result that since there is no process manual, the new employees who enter to work in the company establish their own procedures as they consider the most appropriate to carry out their activities. The proposal contains a process manual that will increase efficiency and effectiveness in the development of the day-to-day operations of the institution while optimizing the resources it uses. In conclusion, the process manual will improve internal processes and increase customer satisfaction in a way that improves the productivity and profitability of the organization. It is recommended to implement the process management model in the administration of the institution considering that the standardization of processes and procedures are the basis for franchising the company.