TY - GEN
T1 - Optimizing the Help Desk Process in a Public Institution through a Disruptive Strategy using a New Integrative Methodology BPM-Six Sigma-Kaisen
AU - Chavez, Rolando
AU - Quispe, Lino
AU - Chauca, Mario
N1 - Publisher Copyright:
© IEOM Society International.
PY - 2021
Y1 - 2021
N2 - This research is based on two problematic situations: the poor performance of the Help Desk process in a public institution, and the absence of a methodology to improve processes appropriate to Peruvian reality and in particular to a public institution. Therefore, the objective of the research is to improve the Help Desk in a public institution, through a disruptive strategy using a new BPM-Six Sigma-Kaisen integrative methodology supported by ICT. This methodology comprises six phases: Business Modeling, Define, Measure, Analyze, and Improve with IT, Simulate and Control, in each of the six phases, business, quality and statistical techniques tools are used with correctly sampled, measured and analyzed data. It is concluded that the application of the new methodology allows: obtain a more efficient process, optimize the values of KPIs: registered incidents, resolved incidents, duration of attention and user satisfaction and thus ensure that tasks generate value for users.
AB - This research is based on two problematic situations: the poor performance of the Help Desk process in a public institution, and the absence of a methodology to improve processes appropriate to Peruvian reality and in particular to a public institution. Therefore, the objective of the research is to improve the Help Desk in a public institution, through a disruptive strategy using a new BPM-Six Sigma-Kaisen integrative methodology supported by ICT. This methodology comprises six phases: Business Modeling, Define, Measure, Analyze, and Improve with IT, Simulate and Control, in each of the six phases, business, quality and statistical techniques tools are used with correctly sampled, measured and analyzed data. It is concluded that the application of the new methodology allows: obtain a more efficient process, optimize the values of KPIs: registered incidents, resolved incidents, duration of attention and user satisfaction and thus ensure that tasks generate value for users.
KW - BPM
KW - Help Desk
KW - Methodology
KW - Six Sigma
KW - TIC
UR - https://www.scopus.com/pages/publications/85126245447
M3 - Contribución a la conferencia
AN - SCOPUS:85126245447
SN - 9781792361272
T3 - Proceedings of the International Conference on Industrial Engineering and Operations Management
SP - 1731
EP - 1744
BT - Proceedings - 4th European Rome Conference 2021
A2 - Fargnoli, Mario
A2 - Lombardi, Mara
A2 - Tronci, Massimo
A2 - Dallasega, Patrick
A2 - Savino, Matteo Mario
A2 - Costantino, Francesco
A2 - Di Gravio, Giulio
A2 - Patriarca, Riccardo
PB - IEOM Society
T2 - 4th European International Conference on Industrial Engineering and Operations Management, IEOM 2021
Y2 - 2 August 2021 through 5 August 2021
ER -