Aplicación de la metodología Lean Six Sigma para mejoramiento continúo en procesos de una empresa de servicio

Abstract

This article deals with the continuous improvement of the document custody process through the Lean Six Sigma methodology in a service delivery company, the work was done with the aim of reducing the current operating cost of the process. The development was done through the DMAIC roadmap methodology that allowed to identify, improve and control the critical independent variables that affected the current cost and define mechanisms that will maintain the solution over time. During the development, it was possible to identify the lack of governance and control during the entire flow of documents derived from the processes of linking and service provision, lack of standards in the document purification where we apply the concept of added value and absence of policies for the proper management of information of the associate since at the end of 2017 had a record of 244,422 active associates and 558,765 files of associates were found in physical custody. The final result was able to define different custody schemes by type of process according to the needs of internal and external clients.