La participación de los operadores logísticos en la economía peruana representan un papel importante, ya que brindan un significativo aporte al desarrollo de las diferentes empresas que requieren de este tipo de servicios con la finalidad de reducir sus costos. Sin embargo, este sector enfrenta diferentes problemas como la inseguridad ciudadana, la falta de interés en brindar un servicio de calidad, lo cual se ve reflejado en los índices internacionales de logística, ubicándose el Perú en el puesto más alto de la región. En adición, esto se debe a la deficiente infraestructura con la que se cuenta. Se toma como caso de estudio a la empresa Andes Express S.A.C, la cual presenta el problema de alto nivel de reprocesos en el patio de operaciones, ya que se realizan envíos de pedidos a destinos erróneos, incompletos o en mal estado. Esto se debe a la inadecuada distribución del patio de operaciones y a los procesos que no se encuentran estandarizados. Asimismo, el diseño de puesto actual influye en el desenvolvimiento de los operarios, lo cual aumenta el nivel de errores, accidentes e incidentes. Con la finalidad de solucionar el problema, se propone la aplicación de herramientas de ingeniería industrial como Systematic Layout Planning, Business Process Management y Diseño de Puesto. Con la aplicación de estas herramientas se espera reducir el alto nivel de reprocesos y aumentar las utilidades que se perciben actualmente. / The participation of logistics operators in the Peruvian economy play an important role, since they provide a significant contribution to the development of the different companies that require this type of service in order to reduce their costs. However, this sector faces different problems such as citizen insecurity, the lack of interest in providing quality service, this is reflected in the international logistics indexes, in which Peru occupies the highest position in the region. This is also due to the poor infrastructure available. The company Andes Express S.A.C is taken as a case study, which presents the problem of a high level of reprocessing in the yard of operations, since shipments of orders are made to erroneous, incomplete or in poor condition destinations. This is due to the inadequate distribution of the operations yard and the processes that are not standardized. Likewise, the current job design influences the development of the operators, which increases the level of errors, accidents and incidents. In order to solve the problem, the application of industrial engineering tools such as SLP, Business Process Management and job design is proposed. With which it is expected to reduce the high level of reprocessing and increase the profits that are currently perceived. / Trabajo de Suficiencia Profesional

Master of Science

abstract: The purpose of this study was to examine how positive impacts could be achieved on student’s ability to successfully navigate financial aid processes within the Maricopa Community College system and specifically at Chandler-Gilbert Community College (CGCC). By evaluating existing processes and implementing enhanced system protocols (ESP), this study aimed to see how much of a positive impact ESP would have on student’s ability to access financial aid funding and enroll in classes. The study also took a closer look at how financial aid staff could better understand the systems through ESPs. In order to effectively evaluate the implementation of ESPs at CGCC, there were two approaches used within the research methodology. The first was front-end ESPs designed to target protocols that were student facing. The second was back-end ESPs targeting the financial aid staff and operations at CGCC. With the help of established ESPs, when looked at as a whole, more students were able to successfully navigate the complexities of the financial aid process, and receive their financial aid award offers at CGC. One of the front-end ESPs that held the greatest significance, in terms of successfully influencing students, was text messaging campaigns. The available evidence suggested text messaging as the most impactful way to get student’s attention. Although all of the back-end process improvements were important, the online policy and procedure repository quantitative data analysis suggested staff were empowered to provide a higher level of service with confidence and accuracy. Each of the ESPs made a small impact to student’s success and when aggregated the combined ESP results demonstrated a large enough impact that other colleges should explore the options of implementing ESPs to help more of their students receive financial aid. / Dissertation/Thesis / Doctoral Dissertation Educational Leadership and Policy Studies 2020

The diploma thesis deals with the improvement of non-compliance management processes in the production company supplying the railway industry. The theoretical part explains the basic characteristics and principles of process control. In the practical part, the current state of non-compliance management processes is analyzed from many points of view and potentials for improvement ire identified. Based on identified potentials, specific measures are proposed to improve the current situation and also give the expected benefits to company after the proposed measures have been put in place.

La presente propuesta tiene como objetivo principal plantear una solución tecnológica para mejorar el proceso de expedición de licencias del Ministerio de Transportes y Comunicaciones (MTC) el manejo de la información dentro de sus sistemas, ofreciendo, como parte de la solución tecnológica, un portal web por el cual el ciudadano podrá realizar sus trámites, pagar en línea y reservar una cita para la expedición de su licencia de conducir. La primera parte de la propuesta consiste en un análisis del Ministerio de Transportes y Comunicaciones, a fin de conocer sus procesos de organización y objetivos estratégicos. Para ello, se ha utilizado el Framework Zachman para conocer el contexto de la institución y del proceso en estudio, con el objetivo de comprender la problemática y diseñar una solución para esta. La segunda parte está comprendida por el diseño de la arquitectura, con base en el análisis realizado. La propuesta inicia por elaborar el proceso TOBE y el modelo de negocio, con el propósito de conocer el contexto de la organización y la interacción de los actores que intervienen; luego, se plantean los casos de uso del sistema a lo analizado e identificado como parte de la solución. Finalmente, se debe identificar los drivers arquitectónicos y los estilos de diseño de arquitectura y diseñar el modelo 4C, con la finalidad de plantear un diseño de arquitectura que soporte y cubra las necesidades de la organización. / The main objective of this proposal is to propose a technological solution to improve the license issuance process of the Ministry of Transport and Communications (MTC), the management of information within its systems, offering as part of the technological solution a web portal through which the citizens will be able to carry out their procedures, pay online and book an appointment to issue their driver's license. The first part of the proposal consists of an analysis of the Ministry of Transport and Communications, in order to know its organizational processes and strategic objectives. For this, the Zachman Framework has been used to know the context of the institution and the process under study, with the aim of understanding the problem and designing a solution for it. The second part comprises the architecture design based on the analysis performed. The proposal begins by developing the TOBE process and the business model, with the purpose of knowing the context of the organization and the interaction of the actors involved. Then, the use cases of the system are presented based on what was analyzed and identified as part of the solution. Finally, the architectural drivers and architecture design styles must be identified and the 4C model designed, in order to propose an architecture design that supports and meets the needs of the organization. / Tesis

Most organizational change initiatives fail because managers lack effective change management strategies. The purpose of this single case study was to explore change management strategies that outpatient care facility managers used to positively affect process improvements. The population consisted of 6 managers who completed change initiatives at a military, outpatient medical facility in Texas and 6 of their team members. Data were collected using semistructured interviews and organization documents, then analyzed based on the conceptual framework of Lewin’s change theory. Rowley’s 4-step process for analysis—organizing; getting acquainted with; classifying; coding and interpreting; and presenting and writing up the data—was used to identify 4 major themes through data saturation. From the data analysis, the following strategy themes emerged: building effective teams, establishing the foundation for the change, communicating throughout the change process, and solidifying the change. Managers in the healthcare industry can use the findings of this study as a guide to improve the outcomes of their process improvement initiatives by implementing the strategies provided by the manager participants. Thus, the findings of this study may be used to affect positive social change to improve patients’ quality of healthcare and community healthcare outreach programs through increased efficiencies and reduced expenditures.

En el presente artículo se propone la aplicación de la metodología PVO y el uso de la herramienta AMEF para atacar las causas directas de las demoras en la entrega de su principal modelo de máquina plastificadora, basándose en el estudio de tiempos por muestreo, ubicando el área de mecanizado como foco de atención para el análisis. Por otro lado, se mencionarán las posibles soluciones que se pretenden para lograr el objetivo trazado: aumentar el nivel de servicio, siendo específicos en la planificación (utilizando conceptos de planificación agregada, planeación de requerimiento de materiales o MRP y plan maestro de producción o PMP), tanto de materia prima, como de piezas elaboradas por la misma empresa. / This article proposes the application of the methodology PVO and the use of the tool FMEA to attack the direct causes of delays in the delivery of its main model of laminating machine, based on the study of times per sampling, locating the machining area as a focus of attention for analysis. On the other hand, the possible solutions will be mentioned: the main objective is to increase the level of service, being specific in the planning (using concepts of aggregate planning, planning of requirement of materials or MRP and master plan of Production or PMP), both of raw material and of parts elaborated by the same company. / Trabajo de Suficiencia Profesional

El presente trabajo de investigación propone un plan de mejora de seguridad y salud ocupacional, luego de una evaluación de la gestión correspondiente en la empresa Meridian Proyectos, utilizando los lineamientos de la norma internacional correspondiente ISO 45001. La investigación realizada es de carácter descriptivo, transaccional y cuantitativo, a partir de la información obtenida en la empresa referida y siguiendo el procedimiento de auditorías para diagnosticar el cumplimiento de la norma. Para ello, de la revisión de literatura efectuada se determinó trabajar con la referida ISO, para evaluar la gestión de seguridad y salud en el trabajo en dicha empresa. Los resultados encontrados, la revisión de la literatura y los planteamientos en estudios similares sobre Seguridad y Salud en el trabajo sirvieron de base al desarrollo de un Plan de Mejora de Gestión de Seguridad y Salud ocupacional. En función de los resultados obtenidos, se presenta el Plan para mejorar los estándares de seguridad para beneficio de la empresa y sus trabajadores, en cumplimiento de la norma ISO 45001 y la Ley 29783. / The present research work seeks to propose an occupational health and safety improvement plan, after an evaluation of the corresponding management in the company “Meridian Proyectos". Using for this the guidelines of the corresponding international standard ISO 45001. The research carried out is descriptive, transactional and quantitative, based on the information obtained in the company “Meridian Proyectos” and following the audit procedure to diagnose compliance with the standard. For this, from the review of the literature carried out, it was determined to work with the aforementioned ISO, to evaluate the occupational health and safety management in the cited company. The results found, the review of the literature and the approaches in similar studies on Occupational Safety and Health served as the basis for the development of an Occupational Health and Safety Management Improvement Plan. Based on the results obtained, the Plan is presented to improve its safety standards for its own benefit, the one of its workers, as well as compliance with ISO 45001 and Law 29783. / Trabajo de investigación

This project involved the measurement and reduction of unscheduled equipment maintenance in the final stage of a nylon-6 bulk continuous filament process. The SINTEX operation was selected because the cost of poor quality (COPQ) was estimated to be higher here than elsewhere in the process. An accurate measure of the time lost was obtained by measuring the time spent on unscheduled maintenance for a typical machine for forty-eight days. Area personnel ranked potential causes for the most frequent baseline repairs in a Failure Modes and Effects Analysis (FMEA.) Using the causes listed in the FMEA, an experiment was designed with three treatments; cleaning the draw and separator rolls, checking and adjusting threadpath, and maintaining a vibration standard. Results from the experiment showed that the combination of adherence to a vibration standard and weekly inspection and repair of the threadpath reduced unscheduled maintenance by 69 percent over the baseline. Maintaining the denlonstrated gains would involve monitoring the amount of unscheduled maintenance downtime and require entering the data recorded at each of fourteen lines daily into a database. This would require hundreds of hours per year. Therefore, an automated maintenance reporting system is recommended to allow a timely response to the unscheduled maintenance system possible. / Master of Science

En el contexto actual, las pymes peruanas que pertenecen al sector plástico tienen un indicador de utilización de la capacidad instalada de alrededor del 71,45%. Este mide el grado de uso del potencial de producción, el cual se ve disminuido por problemas de eficiencia. En la empresa en estudio este indicador está por debajo del promedio del sector, con una baja eficiencia de 78%, la misma que es causada por averías, reprocesos y tiempos de setup generados en las máquinas extrusoras. En este sentido, el presente artículo propone un modelo para mejorar la eficiencia en el área de extrusión que consiste en la aplicación integrada de herramientas Lean Manufacturing: 5s, SMED y mantenimiento autónomo. La primera de ellas se utilizó como herramienta de apoyo para la ejecución de SMED y mantenimiento autónomo. La herramienta SMED se utilizó para reducir el tiempo setup mientras que el mantenimiento autónomo tuvo como finalidad reducir la cantidad de reprocesos y averías en el proceso de extrusión. Este modelo fue validado mediante la implementación de un piloto de la propuesta de solución. Los resultados obtenidos fueron el aumento de la disponibilidad en 3% y la calidad en 3%. Estos resultados en conjunto representan un incremento en la eficiencia de 78% a 83%. / In the current context, Peruvian SMEs that belong to the plastic sector have an indicator of installed capacity utilization of around 71.45%. This measures the degree of use of production potential, which is diminished by efficiency problems. In the company under study this indicator is below the sector average, with a low efficiency of 78%, which is caused by breakdowns, reprocesses and setup times generated in the extruder machines. In this sense, this article proposes a model to improve efficiency in the extrusion area consisting of the integrated application of Lean Manufacturing tools: 5s, SMED and autonomous maintenance. The first one is used as a support tool for the execution of SMED and autonomous maintenance. The SMED tool can reduce the configuration time while the autonomous maintenance had as a reduction the amount of reprocesses and breakdowns in the extrusion process. This model was validated by implementing a pilot of the solution proposal. The results obtained were the increase in availability in 3% and quality in 3%. These results together represent an increase in efficiency from 78% to 83%. / Trabajo de investigación