Creación e implementación de controles operacionales en la empresa Integral Services Ltda. Ubicada en la ciudad de Bogotá D.C. Utilizando como herramienta la cadena de valor de Porter y Lean logistics.

Abstract

The following project presents a descriptive investigation about a series of shortcomings presented by a company located in the city of Bogotá called Integral Services Ltda. Which provides cleaning services, reception, locative maintenance and facades to horizontal properties. After a conversation with the management of the company, the investigation, analysis and intervention of the company's processes was approved as a result of a survey made to the clients, which reflected the nonconformity in the service rendered to them. The objective of the project is to present a proposal for improvement and applications of certain minimum standards for the provision of the company's service to customers. It is intended that the company improve its image regarding the quality of its service and in the organization that is held internally in the company; which helps to improve the efficiency in which all the positions involved execute their work in benefit of providing the best possible service to current and future clients. It is intended that the company improve its image regarding the quality of its service and in the organization that is held internally in the company; which helps to improve the efficiency in which all the positions involved execute their work in benefit of providing the best possible service to current and future clients. The process that is the backbone of the company is the provision of the service headed by the operations coordinator, which does not have a clear procedure on how to perform all its tasks and how to act in certain situations in the clients; there are no tools that help to control and verify the fulfillment of the work of the workers in mission.