Rediseño de los procesos de preventa en una empresa de telecomunicaciones

Abstract

This paper aims to propose Business Process Management as a set of tools, techniques, methods, management disciplines and technologies which are based on the approach to business processes, a telecommunications company. This proposal is suggested as an option to design processes in the pre-sales area so as to facilitate the implementation of Core business activities optimally. This is because there are delays in the process which in the past year have impacted the processing of internal work orders, causing trouble in the customer's perception, in addition to many problems in the implementation and operation. To demonstrate which may have been the causes of these deviations, the author of the thesis made the description of internal and external analysis in the current environment in which it develops, and justify the strategies that the company raises, adding the appropriate proposal . It should be mentioned that a really important part in obtaining an accurate diagnosis to define the problem and the ideal choice as possible to minimize it, was the researcher's experience working in both professional and outside the company under study . The main research findings indicate the lack of depth in the strategies used today in the company under study, where little interest is given to the process despite the fact that the directors know it's weakness and lack of commitment by embedding the approach to process the same directors. Despite the hardships that exist in the organization is trying to prove at the discretion of the investigator the adoption of BPM to minimize delays in work orders and optimize core business activities. The really interesting thing in the adoption of BPM is the use of tools including information technology and automate where possible activities through systems that integrate them.