Procedure for process management: Methods and support tools

Abstract

The research proposes a procedure for process improvement that focuses its goal on achieving customer focus, strategic alignment and continuous improvement. The proposal is the result of the study and statistical analysis of more than 80 improvement procedures found in the literature, its partial application for more than 10 years in at least 40 manufacturing and service companies and the insertion of a set of statistical tools and criteria of decision that help to its scientific foundation, as well as to the reduction of the time of its application. On the other hand, the exhaustive representation of the processes that are achieved with its application contributes to the implementation and integration of the management systems associated with ISO standards.