Optimizing the Help Desk Process in a Public Institution through a Disruptive Strategy using a New Integrative Methodology BPM-Six Sigma-Kaisen

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.