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Modelo estándar para evaluar la madurez de los procesos en pymes de servicios TI de Bogotá, con enfoque en Business Process Management (BPM)

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Acosta Ramírez, Jaime Elder
Rodríguez Ríos, Claudia Yadira
Cabra Ballesteros, Diana Carolina
Abstract (Spanish)
En este artículo se presenta un modelo estándar para evaluar la madurez de los procesos en pymes de servicios de TI de Bogotá, con enfoque en Business Process Management (BPM), el cual parte de una exhaustiva revisión bibliográfica de los modelos documentados en bases de datos y artículos científicos para determinar el marco referencial y teórico, que permite encontrar y evaluar los modelos existentes y así caracterizar el modelo propuesto. El modelo planteado presenta los siguientes atributos, que lo diferencian de otros encontrados en la bibliografía científica: 1) Define un instrumento de aplicación mediante factores, escenarios y niveles que facilitan a las pymes evaluar la madurez de los procesos; 2) Incluye elementos con enfoque en responsabilidad social empresarial; 3) Incluye recomendaciones para mejorar el nivel de madurez en cada factor a través de sus escenarios; 4) Presenta una descripción de las implicaciones de cada factor en los estados de pérdidas y ganancias (PyG) de las pymes, y 5) Permite establecer metas de madurez de procesos, con el objetivo de facilitar un fortalecimiento escalonado.
Abstract (English)
This article presents a standard model for assessing the maturity of processes in SMEs (Small and Medium-sized Enterprises) providing IT services in Bogotá, from a Business Process Management (BPM) approach. The model is built upon an exhaustive literature review of documented models in different databases and scientific articles to establish the referential and theoretical framework. This approach allows for identifying and evaluating existing models and, consequently, characterizing the proposed model. The proposed model introduces the following attributes that distinguish it from others found in scientific literature: 1) It defines an application instrument using factors, scenarios, and levels that facilitate SMEs in evaluating process maturity. 2) It incorporates elements focusing on corporate social responsibility. 3) It includes recommendations for improving the maturity level for each factor through its scenarios. 4) It presents a description of the implications of each factor on the profit and loss (P&L) statements of SMEs. 5) It enables the establishment of process maturity goals, aiming to facilitate a gradual strengthening process.
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17 páginas
URI: https://repositorio.escuelaing.edu.co/handle/001/3119
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AI - Centro de Investigación en Manufactura y Servicios – CIMSER
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