Publication:
Diseño de un modelo de balanceo de cargas de trabajo, para un proceso estocástico, multi-objetivo y complejo, bajo el enfoque BPM. Estudio de caso: proceso de otorgamiento de créditos comerciales en una entidad bancaria.

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Morales Bastidas, Ingrid Catalina
Abstract (Spanish)
Este trabajo de grado presenta un caso aplicado para resolver un problema de balanceo de cargas de trabajo en una importante entidad colombiana del sector bancario, denominada Banco ABC, para un proceso de Otorgamiento de crédito el cual tiene origen estocástico, con varios indicadores de desempeño relevantes para la organización lo cual hace que sea multi - objetivo, y además complejo dada la cantidad de variables y elementos que intervienen en el proceso. En el estudio realizado se implementó una metodología que abarca pautas recomendadas por otros autores que han investigado teoría de colas, bajo el enfoque BPM y aplicando herramientas de control de producción y análisis de operaciones tales como diagramas de red, caracterización de redes de Jackson, y simulación de procesos, la cual se definió como la forma idónea de representar el modelo actual y propuesto, pues al investigar los métodos heurísticos y de programación lineal, se concluyó que no aplican para un proceso de esta complejidad. Se realizaron análisis de entrada y estadísticos de las diferentes variables del sistema, para lo cual se utilizó el programa computacional Minitab 21.2® y el software de simulación de eventos discretos SIMIO® para modelar la situación actual del sistema en pro de evidenciar las causas de la problemática, así como algunos escenarios propuestos para la solución de misma, logrando un impacto positivo para los resultados de los indicadores de gestión del área, principalmente el tiempo de respuesta. Este estudio consta de: 1. Planteamiento del problema, en donde expone el contexto en el que se desarrolla el estudio, y se explica el nivel de complejidad del proceso a abordar; 2. Objetivos, en los cuales se define el alcance del presente estudio; 3. Marco teórico y revisión de la literatura, la cual brinda las diferentes teorías y métodos con los cuales se puede abordar la problemática, así como estudios similares que denotan la relevancia del desarrollo del modelo; 4. Metodología, mediante la cual de manera estructurada se explican los pasos a seguir para la construcción del modelo; 5. Modelo, el cual es la representación del proceso en la herramienta de simulación junto con los análisis estadísticos de las variables de entrada; 6. Resultados, muestran el comportamiento del proceso actual y propuesto; 7. Validación del modelo, que abarca la prueba estadística para asegurar bajo un nivel de confianza la validez del modelo, y finalmente 8. Las conclusiones y trabajos futuros. Entre los hallazgos de mayor relevancia del presente estudio se tiene que luego de plantear diferentes escenarios buscando una solución adecuada para los diferentes objetivos del modelo, se puede mencionar que al buscar el máximo desempeño del indicador de uso de capacidad instalada se observó un deterioro en las otras métricas como el tiempo de ciclo y el WIP, por lo tanto se buscó un escenario que no necesariamente fuera el óptimo pero que en balance para todos los indicadores tuviera un resultado aceptable con relación a las métricas de desempeño esperadas, con un plus adicional y es un requerimiento menor de analistas para el proceso, pasando de 21 a 12. Por lo tanto, el valor que aporta este trabajo en el ámbito de la Ingeniería Industrial es de alta relevancia para las entidades del sector de servicios financieros, pues se logran mejoras significativas en los indicadores clave de desempeño de un proceso complejo por sus variables de entrada, donde los servidores son recursos humanos, y la experiencia del cliente se percibe desde que la solicitud ingresa al sistema, mediante herramientas de simulación, enfoque BPM y de análisis de operaciones.
Abstract (English)
This master's thesis presents a workload balancing problem in a credit issue process within an important financial company in Colombia (ABC company in the document). This process has stochastic nature and impacts several key performance indicators of the organization. For this reason, it is a multi-goal problem. In addition, this is a complex problem considering the number of variables and elements that impact the process. Our methodology considers the guidelines of previous studies regarding queuing theory under the BPM approach and applying production control and operations analysis tools such as network diagrams, Jackson’s network characterization, and process simulation. The last one was selected as the most convenient way to represent the current and proposed model, given that other methods such as heuristic processes or linear programming did not apply given the complexity level of the problem. Minitab 21.2® was used to carry out statistical analysis of the input variables. SIMIO® was used to model and simulate the actual process in order to understand the origins of the problem as well as to simulate some proposed scenarios to solve the situation. Throughout the simulation, a positive impact was achieved as reported by the management indicators of the area, mainly, response time had a significative improvement. This study consists of: 1. Statement of the problem, where the context in which the study is developed is exposed, and the level of complexity of the process to be addressed is explained; 2. Objectives, in which the scope of this study is defined; 3. Theoretical framework and review of the literature, which provides the different theories and methods with which the problem can be addressed, as well as similar studies that denote the relevance of the development of the model; 4. Methodology, through which the steps to follow to build the model are explained in a structured manner; 5. Model, which is the representation of the process in the simulation tool together with the statistical analysis of the input variables; 6. Results, show the behavior of the current and proposed process; 7. Model validation, which includes the statistical test to ensure the validity of the model at a low level of confidence, and finally 8. Conclusions and future work. Among the most relevant findings of this study, we found that when we tried to maximize the install capacity indicator, the other metrics such as the cycle time and WIP suffered losses; therefore, the decision to look for a balance scenario even if this indicator was not maximized was taken. Through this, an acceptable performance on all metrics was achieved and an additional improvement was that the workforce was reduced from 21 to 12 analysts.
Director

Advisors/Directors

Rodríguez Ríos, Claudia Yadira (dir)
Sepúlveda-Rojas, Juan Pedro
Extent
102 páginas
URI: https://repositorio.escuelaing.edu.co/handle/001/2319
Collections

Collections

GD - Trabajos de Grado Maestría en Ingeniería Industrial
References

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