The master thesis deals with the relationship between client and provider of logistics services in the supply chain. The author focuses primarily on issues of communication and exchange of data / information between the clients and logistic provider. After the initial phase of the analysis of the current situation and the factors influencing this situation, there is a completely new process designed to exchange data / information and method of implementation this process. There are other threats to actual implementation mentioned together with the proposal. These threats along with possible alternative scenarios and technical implementations are then discussed in detail in the end.

The aim of the thesis is to map purchasing activities in specific company then analyze the processes and identify critical points. The last step is to create a list of ideas and recommendations for improvement. The theoretical part is focused on processes and process management, their definition, history, benefits and other aspects. First part also contains a chapter about process mapping using diagrams SIPOC, Swimlanes and Flowchart, process improvement methods such as Kaizen and DMAIC and methods useful for identifying problems, causes and suggestions for improvement. The practical part is focused on introduction of company processes with main focus on the process of purchasing. It is divided into four consecutive processes. Processes are individually mapped and analyzed with identification of points for improvement. Final part of work presents list of recommendations with a selection of main advice for implementation and steps which are implemented by the company based on the presented thesis.

The aim of this master thesis is the improvment of selected processes in the organization where a company can save considerable costs and speed up processes with customers, proposes metrics for measuring the performance of individual processes and overall improvement of the organization. First part of the tesis deals with the theoretical aspects and the transformation from functional to process control, modeling based on different methodologies and standards and measuring performance of individual processes. Second part presents the organization and its situation and position on a market and pointed the problematic aspects of processes and suggests how to develop the processes to be more efficient in all directions. Last but not least are the metrics used to monitor and evaluate the goals of the processes and their successful implementation. After the incorporation analyzed processes in the organization should be the company able to move significantly in the overall success of the operation on the market.

My diploma thesis is focused on processes of CS Cargo Company. Theoretical part is concentrated on Logistic, process management, process mapping and lean management. Practical part is based on knowledge contained in theoretical part. Primary goal of the thesis is innovation of current process map and description of processes. Subsequently selected process is necessary to analyze, modify and outline measurement's possibilities of its performance. Sophisticated management system requires precise identification of processes. Especially company's processes are the ones which have significant influence on overall quality of CS Cargo Company's products (services).

Submitted by Fabio Sobreira Campos da Costa (fabio.sobreira@ufpe.br) on 2017-07-12T13:04:46Z No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) Dissertacao_MarcosSoutoJr_CIN_UFPE_2016.pdf: 4183341 bytes, checksum: e7c3f911daf2d3d049848418d269b87a (MD5) / Made available in DSpace on 2017-07-12T13:04:46Z (GMT). No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) Dissertacao_MarcosSoutoJr_CIN_UFPE_2016.pdf: 4183341 bytes, checksum: e7c3f911daf2d3d049848418d269b87a (MD5) Previous issue date: 2016-02-23 / Este trabalho objetivou entender a adoção de abordagens ágeis em BPM através da utilização do método da revisão sistemática da literatura (RSL), coletando e selecionando estudos publicados em importantes meios científicos relacionados à área, que respondessem às questões de pesquisa definidas para este fim. Após a seleção dos trabalhos, uma primeira análise foi realizada, resultando na identificação e classificação destes estudos em seis tipos de abordagens entre os estudos primários da RSL, que facilitaram a coleta e a interpretação dos dados obtidos posteriormente durante a aplicação do protocolo de pesquisa. A aplicação do protocolo permitiu a síntese das respostas às questões de pesquisa, que formaram um panorama das abordagens ágeis em BPM, esclarecendo as motivações para a sua utilização, as etapas do ciclo BPM as quais são aplicáveis, a forma de implantação, as principais características, as ferramentas e arquiteturas de sistema que as apoiam, os seus benefícios e desafios. A pesquisa buscou colaborar com o desenvolvimento do gerenciamento de processos de negócio através da construção de um conhecimento que possa ser incorporado aos futuros projetos de implantação e propõe a realização de pesquisas aplicadas relacionadas ao tema para aprofundar o entendimento e consolidar a importância das abordagens ágeis no contexto de BPM. / This study aimed to understand the adoption of agile approaches in BPM by using a systematic review, collecting and selecting studies published in important scientific sources related to the area, to answer the research questions set for this purpose. After a first analysis, the studies were classified into six types of approaches, which facilitated the collection and interpretation of data subsequently obtained during the application of the research protocol. The application of the protocol enabled the synthesis of the answers to research questions, which formed an overview of agile approaches in BPM, explaining the reasons for their use, in which stages of the BPM life cycle they are applicable, how to implement them, the main features, tools and system architectures that support them, their benefits and challenges. The research sought to collaborate with the development of business process management by building a knowledge that can be incorporated into future project implementation and proposes new applied research related to the theme to consolidate the importance of agile approaches in BPM context.

Este trabajo presenta el problema del exceso de desperdicios de etiquetas que se genera en la impresión de estos mismos. El proceso de impresión es el proceso clave de la empresa, puesto que transforma los rollos de plástico juntamente con las tintas y un error en los procedimientos produce la pérdida del material ingresado y dinero. Esto impulsa a plantear soluciones mediante técnicas Lean en la producción de etiquetas. Por lo general, los estudios se basan en otras líneas del sector plástico, tales como las tuberías, bolsas, envases, entre otros. Para enfrentar este problema, se utilizará la metodologia Lean Manufacturing adaptado a un ciclo de mejora continua formando un modelo de propuesta de solución, con técnicas como 5s de soporte, la aplicación del Mantenimiento Autónomo, Kanban y Estandarización del Trabajo. En base a una prueba piloto realizada, se obtiene una reducción de desperdicios de 7.78% y una mejora en los indicadores que están implicados en la investigación. / This work presents the problem of excessive waste of labels that is generated in the printing of these. The printing process is the key process of the company, since it transforms the plastic rolls together with the inks and an error in the procedures causes the loss of the material entered and money. This drives to propose solutions through Lean techniques in the production of labels. In general, the studies are based on other lines in the plastic sector, such as pipes, bags, containers, among others. To address this problem, the Lean Manufacturing methodology adapted to a cycle of continuous improvement will be used, forming a solution proposal model, with techniques such as support 5s, the application of Autonomous Maintenance, Kanban and Standardization of Work. Based on a pilot test, a waste reduction of 7.78% and an improvement in the indicators that are involved in the investigation are obtained. / Trabajo de investigaciòn

Esta investigación aborda la mejora en la línea de producción de gres porcelánico en una empresa de cerámicos utilizando las herramientas de Lean Maintenance. En el primer capítulo, se muestra un marco teórico que permite conocer los orígenes de la metodología a empleada en este trabajo. En el segundo capítulo, se hace mención de la situación actual de la empresa y el problema principal que está asociado a las horas de intervención por mantenimiento no programado. En el tercer capítulo, se selecciona la metodología y las herramientas del Lean Maintenance para su implementación, los cuales registraron mejoras en la estandarización de los procedimientos operativos (SOP) en 33%, reducción del 20% en la secuencia de tareas y mejora en la reposición de inventario estándar en 42%. Por parte de la implementación del Mantenimiento Productivo Total (TPM) se pudo reducir los tiempos de limpieza e identificación de los equipos en 40% y 60% respectivamente, y por último se finaliza con la implementación del Mantenimiento Basado en la Confiabilidad (RCM) que permite aumentar el tiempo medio entre fallas (MTBF) en 25.81% y reducir el tiempo medio de reparación (MTTR) en 54%. Como resultados finales se logró un incremento de la disponibilidad en 13.26%, esto significa un aumento en la producción de 8,618 metros cuadrado al año. En el cuarto capítulo, se muestra la viabilidad técnica y económica del proyecto. Finalmente, se presentan las conclusiones y recomendaciones para su sostenimiento en la empresa. / This research addresses the improvement in the production line of porcelain stoneware in a ceramic company using the tools of Lean Maintenance. In the first chapter, a theoretical framework is shown that allows knowing the origins of the methodology used in this work. In the second chapter, mention is made of the current situation of the company and the main problem that is associated with the hours of intervention for unscheduled maintenance. In the third chapter, the methodology and the tools of the Lean Maintenance for its implementation are selected, which registered improvements in the standardization of the operative procedures (SOP) in 33%, reduction of 20% in the sequence of tasks and improvement in the replenishment of standard inventory at 42%. On the part of the implementation of the Total Productive Maintenance (TPM) it was possible to reduce the cleaning and identification times of the equipment by 40% and 60% respectively, and finally it ends with the implementation of Reliability Based Maintenance (RCM) that allows to increase the mean time between failures (MTBF) by 25.81% and reduce the average repair time (MTTR) by 54%. As final results an increase of the availability in 13.26% was achieved, this means an increase in the production of 8.618 square meters per year. In the fourth chapter, the technical and economic feasibility of the project is shown. Finally, the conclusions and recommendations for its sustainability in the company are presented. / Trabajo de investigaciòn

El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado. / In recent years, according to Osinergmin, the production of electrical energy has increased up to 2.4%. This sector represents 1.5% of GDP and encompasses more than 6.6 million users, so its consumption continues at a growth rate for the country's development. This growth depends on the response time that companies today provide users; many of them operate their logistics management manually and traditionally, which leads to delays in service and dissatisfaction of both the external and internal clients. Likewise, companies in the sector, by working traditionally, do not use technology as a point of competitiveness within the market, since 60% of companies use software for their operations. To do this, an agile logistics management model is proposed that will consist of reducing purchase order attention time by 50% and improving internal processes and procedures under the Lean Service methodology. It will start by identifying the main problem and the expected objectives, then the Lean Service, Business Process Management and Agile Logistics tools will be executed, which will help to reestablish new processes and procedures.

The aim of this diploma thesis is look at ways of optimising business processes in a specific company acting as an insurance intermediary. The thesis consists of a theoretical part which defines the basic concepts of the issue. The analytical part maps the current state of the business processes in the company, which serves as the foundation of a proposal for their optimization with the use of a CRM system.

This thesis solve a work quality of sales department. There are teoretic base for a solved problem in a teoretic part, which are used in another parts of this thesis. The emphasis is puted on proposal effective alternatives for unsatisfactory processes in the company to improve the quality of sales department