The topic of this diploma thesis is Process innovation for a national branch of se-lected multinational IS/ICT company. The aim of the thesis is to improve corporate process based on the process analysis methodologies and evaluate the effectiveness of the proposed change. The theoretical part is devoted to the basic terms such as process management, modeling and process improvement. The practical part is de-voted to the description of the original process, its analysis and proposed process improvement. The process is analyzed by DMAIC method in conjunction with model SIPOC. The proposed solution is to implement a system of interactive voice re-sponse, which has a positive effect on the productivity of the team during the pro-cess of providing credit limit. The remaining part of the thesis is devoted to evalua-tion of the effectiveness of the proposed change and the possibility of its implemen-tation also to other branches with similar business goals.

Software development is constantly growing in complexity and several newtools have been created with the aim to manage this. However, even with thisever evolving range of tools and methodology, organizations often struggle withhow to implement a new development-process, especially when implementingagile methods. The most common reason for this is because teams implementagile tools in an ad-hoc manner, without fully considering the effects this cancause. This leads to teams trying to correct their choice of methodologysomewhere during the post-planning phase, which can be devastating for aproject as it adds further complexity to the project by introducing new problemsduring the transition process. Moreover, with an existing range of tools aimedat managing this process transition, none of them have been thoroughlyevaluated, which in turn forms the problem that this thesis is centred around.This thesis explores a method transition scenario and evaluates a SoftwareProcess Improvement method oriented around the problems that theimprovement process is aiming to solve. The goal with this is to establish ifproblem oriented Software Process Improvement is viable as well as to providefurther data for the extensive research that is being done in this field. We wishto prove that the overall productivity of a software development team can beincreased even during a project by carefully managing the transition to newmethods using a problem driven approach.The research method used is of qualitative and inductive character. Data iscollected by performing a case study, via action research, and literature studies.The case study consists of iteratively managing a transition over to newmethods, at an organization in the middle of a project, using a problem drivenapproach to Software Process Improvement. Three iterations of methodimprovement are applied on the project and each iteration acts as an evaluationon how well Problem Driven Software Process Improvement works.By using the evaluation model created for this degree project, the researchershave found that problem driven Software Process Improvement is an effectivetool for managing and improving the processes of a development team.Productivity has increased with focus on tasks with highest priority beingfinished first. Transparency has increased with both development team andcompany having a clearer idea of work in progress and what is planned.Communication has grown with developers talking more freely about userstories and tasks during planning and stand-up meetings. The researchersacknowledge that the results of the study are of a limited scope and alsorecognize that further evaluation in form of more iterations are needed for acomplete evaluation.

El presente trabajo tiene como finalidad presentar una propuesta de mejora al proceso Administrar asesorías de una Entidad Financiera, mediante el diseño de una Arquitectura de software para un sistema web, la cual permita optimizar la planificación, solicitud y ejecución de las asesorías. El capítulo 1, presenta la información de la organización objeto de estudio, así como la definición del problema, objetivos del proyecto e indicadores de éxito. El capítulo 2, describe los logros de los student outcomes planteados por la universidad como objetivos que deben alcanzarse en el presente trabajo. El capítulo 3, presenta el desarrollo del marco teórico en donde se describe los conceptos fundamentales de frameworks y métodos utilizados para el desarrollo del trabajo. El capítulo 4, presenta la propuesta de mejora al proceso Administrar asesorías, para lo cual se realiza un análisis del negocio y del proceso involucrado a través de los frameworks de Zachman y TOGAF, lo que decanta en los modelos AS-IS y TO-BE del proceso haciendo uso de la notación BPMN. Luego se identifican los requerimientos funcionales y no funcionales que permiten definir los conceptos, estilos y tácticas de arquitectura que se emplearán en el Modelo C4. El capítulo 5, presenta todas las herramientas utilizadas en la gestión del proyecto, que permitan cumplir con las restricciones de alcance, costo y tiempo. / The purpose of this work is to present an improvement proposal for managing consultancies of a Financial Institution, by designing a Software Architecture for a web system, which allows optimizing the planning, request and execution of consultancies. Chapter 1 presents the information of the organization under study as well as the definition of the problem, project objectives and indicators of success. Chapter 2 describes the achievements of the student outcomes set by the university as objectives to be achieved in this assignment. Chapter 3 presents the development of the theoretical framework where the fundamental concepts of frameworks and methods used for the development of the assignment are described. Chapter 4 presents the improvement proposal for the process of managing consultancies, for which an analysis of the business and process involved is carried out through the Zachman frameworks and TOGAF, choosing the AS-IS and TO-BE models of the process using the BPMN notation. Then, the functional and non-functional requirements are identified that allow defining the concepts, styles and tactics of architecture that will be used in the C4 Model. Chapter 5 presents all the tools used in the project management, which allow compliance with the scope, cost and time restrictions. / Tesis

Background: Continues improvements in production are essential in order to compete on the market. However, to be an active competitor on the market, companies need to know their strengths and weaknesses, and improve and develop their production continually. Today process industries generate enormous volumes of data and data are considered a valuable source for companies to find new ways to boost their operations' productivity and profitability. Data Mining (DM) is the process of discovering useful patterns and trends in large data sets. Several authors have pointed out data mining as a good data analysis process for manufacturing due to the large amount of data generated and collected from production processes. In manufacturing, DM has two primary goals, descriptive with the focus on discovering patterns to describe the data and predictive where a model is used to determine future values of important variables. Objectives: The objective of this study was to get a deeper understanding of how collected data from production can lead to insights regarding potential production economic improvementsby following the CRISP-DM methodology. In particular to the chosen production line if there were any differences in replenishment durations when it comes to different procedures. Duration in this study is the time the line is halted during a material replenishment. The procedures in question are single-replenishment versus double-replenishment. Further investigated was if there were any differences in the replenishment duration when it comes to which shift team and at what shift time the replenishment procedures were made. Methods: In this study the CRISP-DM methodology was used for structuring the collected data from the case company. The data was primarily historical data from a continues production process. To verify the objective of the study, three hypotheses derived from the objective was tested by using a t test and Bonferroni test.  Results: The result showed that the duration of a double-replenishment is lower compared to two single-replenishments. Further results showed that there is a significant difference in the single-replenishment duration between the different shift times and different working teams. The interpretation of the result is that in the short term there is a possibility that implementingdouble replenishments can reduce the throughput time and possibility also the lead time.  Conclusions: This study could contribute with knowledge for others who seek a way to use data to detect information or deeper knowledge about a continuous production process. The findings in this study could be specifically interesting for cable manufacturers and, in general, for continuous process manufacturers. Further conclusions are that time-based competition is one way for increasing the competitive advantage in the market. By using manufacturing generated data, it is possible to analyse and find valuable information that can contribute to continuous process improvements and increase the competitive advantage.

Background. Agile software development has seen increased use in large-scale projects in recent times. Many larger corporations transition from using a traditional plan-driven approach for developing software to applying the Agile methodology within its processes. Large-scale Agile projects are inherently difficult to implement as there are many challenges associated with it. Many Agile frameworks have been developed to make it easier to apply the Agile methodology on a large-scale. The Agile principle of reflecting and adjusting at regular intervals can be used for developing these frameworks and allows practitioners to find ways to mitigate the challenges that large-scale Agile projects face. Objectives. This thesis aims to explore how a large-scale Agile project applies the Agile principle of reflecting and adjusting its work process, both at the overall and team level. The objectives of the thesis are to find out how the case organization regularly reflects on its work process and how it enables adjustments through the distribution of roles that can enforce changes. An additional objective is to find out what the perceived challenges are that are associated with performing regular reflections and adjustments in a large-scale Agile context. Methods. A field study is conducted at a large-scale Agile project. The field study includes direct observations of day-to-day work and scheduled meetings, interviewing project participants, and reading company documentation. The collected data is thematically analyzed to identify how the case organization reflects and adjust its work process and what the perceived challenges are. Results. Three different events are identified at the case organization to apply the Agile principle of reflecting and adjusting: reference groups to reflect on larger matters affecting much of the project, retrospective meetings to some extent to reflect within the different teams, and day-to-day reflections. All the identified roles can influence change for most parts of the process, but can only enforce change on their part of the process. Six themes are identified as perceived challenges associated with the Agile principle of reflecting and adjusting: Deadlines and time limits, multiple tasks within the teams, disinterest or misunderstanding the Agile principles, different levels of Agile, and established process and complacency. Conclusions. The case organization applies several different reflective events that address some of the challenges that are associated with large-scale Agile projects. The case organization has many other challenges relating to these events and they are all associated with other challenges previously discovered in related works. / Bakgrund. Agil mjukvaruutveckling har sett en ökad användning i storskaliga projekt under den senaste tiden. Många större företag övergår från att använda en traditionell plandriven strategi för att utveckla programvara till att tillämpa den Agila metodiken i sina processer. Det finns många utmaningar när man använder den Agila metodiken i ett storskaligt projekt. Agila projekt på stor skala är svårt att genomföra, och många Agila ramverk har utvecklats för att göra det lättare att tillämpa den Agila metodiken på stor skala. Den Agila principen att reflektera och justera med jämna mellanrum kan användas för att utveckla dessa ramverk och gör det möjligt för utövare att hitta sätt att tackla de utmaningar som storskaliga Agila projekt står inför. Syfte. Denna avhandling undersöker hur ett storskaligt Agilt projekt tillämpar den Agila principen att reflektera och justera sin arbetsprocess, både på en övergripande nivå och teamnivå. Målet med avhandlingen är att ta reda på hur organisationen regelbundet reflekterar över sin arbetsprocess och hur den möjliggör justeringar genom fördelning av roller som kan verkställa förändringarna. Ett ytterligare mål är att ta reda på vilka upplevda utmaningar som är förknippade med att utföra regelbundna reflektioner och justeringar i ett storskaligt Agilt sammanhang. Metod. En fältstudie genomförs på ett storskaligt Agilt projekt. Fältstudien inkluderar direkta observationer av det dagliga arbetet och schemalagda möten, intervjuer med projektdeltagare, och läsa företagetsdokumentation. Den insamlade datan analyseras tematiskt för att identifiera hur organisationen reflekterar och justerar sin arbetsprocess och de upplevda utmaningarna som relaterar till det. Resultat. Organisationen använder sig av tre olika sätt för att tillämpa den Agila principen för reflektion och justering: referensgrupper för att reflektera över större frågor som påverkar stora delar av projektet, retrospektiva möten i viss mån för att reflektera i de olika teamen, och dagliga reflektioner. Alla identifierade roller kan influera förändring på processen, men kan bara verkställa förändringar på sin del av processen. Sex teman identifieras som upplevda utmaningar förknippade med den Agila principen att reflektera och justera: Tidsfrister och tidsgränser, flera uppgifter inom teamen, ointresse eller missförståelse av de Agila principerna, olika nivåer av Agile, och etablerad process och självgodhet. Slutsatser. Organisationen tillämpar flera olika funktioner för reflektion som hanterar några av de utmaningar som är förknippade med storskaliga Agila projekt. Organisationen har många andra utmaningar relaterade till dessa funktioner och de är alla förknippade med andra utmaningar som tidigare upptäckts i relaterade arbeten.

Tanha Design es una empresa dedicada a la elaboración y comercialización de productos a base de parafina. Actualmente, la empresa tiene 2 líneas de productos (velas y fanales) y una amplia variedad de modelos y diseños en ambas categorías. Esta empresa se encuentra en constante crecimiento y comercializa sus productos tanto en venta directa como en venta de sus productos para eventos sociales y corporativos. Actualmente, los eventos corporativos son los que representan mayor parte de sus ventas. Las entregas de productos para los eventos tienen una fecha limite; lo cual conlleva a una problemática para la capacidad de la línea de producción provocando que en ocasiones se rechacen ventas. En el presente proyecto se analiza la línea de producción de fanales de parafina debido a que estos productos representan mayor ingreso para la empresa. Asimismo, la capacidad de esta línea de producción no puede satisfacer la demanda actual y para ello requiere de personal adicional y horas extras. Dentro del análisis preliminar realizado se identificó que las causas de la disminución de la productividad son la falta de estandarización en el proceso, una deficiencia en el flujo productivo y desorden en las áreas de trabajo. Con la finalidad de solucionar esta problemática se implementó las 5”S” y el estudio de métodos, y con ello poder mejorar la productividad de la línea de elaboración de fanales con el objetivo de incrementar la capacidad productiva y disminuir las ventas perdidas. / Tanha Design is a company dedicated to the elaboration and commercialization of paraffin-based products. Currently, the company has 2 product lines (candles and lanterns) and a wide variety of models and designs in both categories. This company is constantly growing and markets its products both in direct sales and sale of its products for social and corporate events. Currently, corporate events are the ones that represent most of their sales. Product deliveries for events have a deadline; This leads to a problem for the capacity of the production line, causing that sales are sometimes rejected. This project analyzes the production line of paraffin lanterns because these products represent higher income for the company. In addition, the capacity of this production line cannot meet the current demand and requires additional staff and overtime. In the preliminary analysis, it was identified that the causes of the decrease in productivity are the lack of standardisation in the process, a deficiency in the productive flow and disorder in the areas of work. In order to solve this problem was implemented the 5 "S" and the study of methods, and thus be able to improve the productivity of the line of elaboration of lanterns with the aim of increasing the productive capacity and decrease the lost sales. / Tesis

El pensamiento Lean ha limitado históricamente su aplicación a la mejora de procesos manufactureros, con el fin de lograr eficiencias a través de la reducción de desperdicios. Sin embargo, los avances en la aplicación de dicho pensamiento en diferentes entornos han sido escasos, dejando este campo de investigación como una oportunidad de extender la literatura de la filosofía Lean. El propósito de este proyecto, es mejorar procesos administrativos empleando la variante de la filosofía lean conocida como Lean Office. En el desarrollo, se analizó los principales procesos administrativos de una empresa del rubro de servicios financieros, a fin de entender cuáles son los desperdicios del proceso, qué actividades que agregan valor y cómo funciona el flujo de la información. En la propuesta, se ha desarrollado un modelo basado en Lean Office Kaizen, teniendo como objetivo la eliminación continua de desechos y actividades que no generan valor para lograr un proceso más esbelto, ganando mayor competitividad y reduciendo costos. / Lean thinking has historically been applied in the improvement of manufacturing processes, in order to achieve efficiencies through the reduction of waste. However, progress in the application of such thinking in other environments has been limited, leaving this field of research as an opportunity to expand the literature of Lean philosophy. The purpose of this research project is to improve administrative processes using the variant of the Lean philosophy known as Lean Office. In the development, the main administrative processes of a company in the financial services sector were analyzed, in order to understand what the processes wastes are, the activities that add value and the flow of information. In the proposal, a model based on Lean Office Kaizen has been developed, aiming at the continuous elimination of waste and activities that do not generate value to achieve a leaner process, gaining greater competitiveness and reducing costs. / Trabajo de investigación

El estudio de investigación tiene como finalidad determinar que procesos de la empresa Nicacio Ingeniería y Construcción SAC, se tendría que mejorar, debido a los bajos resultados netos que arrojaron los ejercicios económicos 2017 y 2018, se analizó los KPIs, Cadena de valor, modelo de negocio, diagrama de procesos, flujo de procesos, que permitió identificar en el proceso de mantenimiento de equipos un punto crítico en el ingreso a almacén de repuestos de volquetes adquiridos, verificando los mantenimientos de los equipos encontramos paralizaciones por averías imprevistas en operaciones, el diagrama de Ishikawa nos muestra 11 causas posibles del problema, se determinó la frecuencia de ocurrencia, se realizó la matriz de enfrentamiento que determinó 03 causas raíces del problema con impacto alto, medio y bajo, la CR1. No se desarrolla programa de mantenimientos, la de mayor impacto, CR8. Personal de mantenimiento carente de capacitación, la de impacto medio y la CR3. Repuestos ingresan después de 144 horas a almacén la de impacto bajo. Analizando la CR1, se determinó la eficiencia y eficacia con 85% y 93 % en las actividades. Debido a paralizaciones de los volquetes por averías, arrojando una pérdida de S/. 364,020.56, se hará la propuesta de mejora en desarrollar el mantenimiento predictivo, realizar plan básico de mantenimiento, comprar equipos con tecnología para reducir el impacto negativo. Para la CR8, se propone la mejora en capacitar al personal de mantenimiento y desarrollar el plan de mantenimiento predictivo y el uso y manejo de los equipos a adquirir. / The purpose of the research study is to determine which processes of the company Nicacio Ingeniería y Construcción SAC, would have to be improved, due to the low net results of the financial years 2017 and 2018, the KPIs, Value Chain, business model, process diagram, process flow, which allowed to identify in the equipment maintenance process a critical point in the entrance to the warehouse of spare parts for dumpers purchased, verifying the maintenance of the equipment we found stoppages due to unforeseen breakdowns in operations, the diagram from Ishikawa shows us 11 possible causes of the problem, the frequency of occurrence was determined, the confrontation matrix was carried out, which determined 03 root causes of the problem with high, medium and low impact, CR1. No maintenance program is developed, the one with the greatest impact, CR8. Maintenance personnel lacking training, medium impact and CR3. Spare parts enter the low impact warehouse after 144 hours. Analyzing the CR1, the efficiency and effectiveness with 85% and 93% in the activities were determined. Due to stoppages of the tippers due to breakdowns, resulting in a loss of S /. 364,020.56, the improvement proposal will be based on developing the predictive maintenance plan and an efficient system of equipment and technology purchases to reduce the negative impact. For CR8, the improvement in training maintenance personnel and developing the predictive maintenance plan and the use and management of the equipment to be purchased are proposed. / Tesis

El presente trabajo muestra los pasos para mejorar la calidad de la atención brindada en uno de los principales clientes en un Contact Center de la ciudad de Lima, Perú. El documento desarrolla en su marco teórico la evolución de los servicios, el concepto de tercerización y la normativa legal en el Perú, el negocio de los Contact Center, y las metodologías y herramientas para la mejora de procesos. La investigación continúa, analizando la situación del sector y de la empresa donde se desarrolla la investigación, para luego presentar la problemática, delimitar el ámbito de estudio y conocer el impacto económico que genera el problema. Con la problemática definida y la evaluación de varias metodologías que ayudan en la mejora de procesos, se decide implementar un PDCA para mitigar el problema. Para ello, se eligen diversas acciones en función de las causas raíz encontradas, que van a generar un mayor impacto de acuerdo al presupuesto y tiempo que dispone la empresa. Antes de desplegar las acciones a toda la operación, se implementa un piloto de prueba para validar el impacto del grupo de acciones seleccionadas. Terminado el piloto y con las mediciones realizadas durante el mismo, se hace la comparación con el proceso anterior donde se evidencian, las diferencias a nivel proceso. Finalmente, se muestra el beneficio económico de la implementación de las acciones a toda la operación, se hacen las sugerencias para la continuidad del proyecto y se alerta sobre otros posibles desvíos que no son parte de la investigación. / This work shows the steps to improve the quality of the attention provided in one of the main clients in a Contact Center in Lima, Peru. In the first chapter, the document develops the evolution of services, the concept of outsourcing and Peruvian´s regulations, the business of the Contact Centers, and methodologies and tools for process improvement. In the second chapter, the research continues, analyzing the situation of the industry and the company where the research is carried out. After that, the problem is presented, the scope of study defined and the economic impact generated by the problema is calculated. With the problem defined and the evaluation of several methodologies that help in the improvement of processes, it is decided to implement a PDCA to reduced the problem. In order to achive that, some actions are chosen based on the root causes founded, which will generate a positive impact according to the cost and time that the company has. Before deploying the actions to the entire operation, a test pilot is implemented to prove the impact of the group of chosen actions. Once the pilot is finished and with the measurements made during the pilot, the comparison is made between the previous process ans the new one, where the differences at the process level are evidenced. Finally, the economic benefit of the implementation of the actions to the entire operation is shown, suggestions are made for the continuity of the project and alerts about other possible deviations that are not part of the investigation. / Trabajo de Suficiencia Profesional

The Canadian health care system is a complex system under pressure due to an aging population. The annual health care budget has decreased, posing challenges for health care administrators. The purpose of this qualitative study, which was grounded in Deming's total quality management system framework, was to explore strategies 6 health care managers used to implement Lean initiatives to reduce health care costs in the province of Ontario, Canada. Data were collected through semistructured interviews and analyzed in accordance with Yin's approach, which includes compiling data, disassembling, reassembling, and interpreting data, and drawing conclusions. Four themes emerged from data analysis: the review of operational processes can reduce health care costs, specific management skills can reduce health care costs, employee engagement can have a positive impact on health care costs, and alignment can have a positive impact on health care costs. Findings from this study may contribute to positive social change by providing health care managers with successful strategies to improve operational processes and reduce health care costs, increase patient safety, and reduce negative patient outcomes. The results further contribute to positive social change by highlighting the importance of having employees participate in process improvement, which may improve employee and patient satisfaction in the community.