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Ante la necesidad de incorporar la eficiencia en los procesos operativos en las empresas por sus beneficios, ventajas competitivas como organizacionales, la presente investigación trazo como principal objetivo general mejorar la eficiencia de los procesos operativos de la empresa Super Cross Ltda de Bucaramanga mediante la metodología Kaizen con el fin de mejorar la productividad de la empresa ya que la misma cuenta con potencialidades en el mercado. La presente investigación buscó alcanzar este importante objetivo general a partir de la identificación de la eficiencia de los procesos operativos de la empresa Super Cross Ltda de Bucaramanga mediante un diagnóstico inicial con el fin de evidenciar las necesidades a mejorar, posteriormente mediante este diagnóstico se logró diseñar una propuesta de mejora para estos procesos desde las cualidades de Kaizen y que a mediano plazo impactará en la productividad. Posteriormente, se propuesto un plan de acción para una futura implementación de mejora de acuerdo al contexto y necesidades de la organización. Por otro lado, la investigación tomó como ruta metodológica el enfoque cuantitativo dentro de un tipo de investigación descriptivo y que también aplicó una serie de instrumentos en pro del alcance de los objetivos. Desde el análisis de los resultados se concluye que, la metodología Kaizen permite el fortalecimiento de los procesos operativos internos con una mira en la optimización, productividad, mejora continua, reducción de desperdicios y aprovechamiento del recurso humano. Así las cosas, se espera que la empresa pueda adoptar acciones propuestas para su éxito y mejora continua. Given the need to incorporate efficiency in the operating processes in companies for their benefits, competitive and organizational advantages, this research outlined as the main general objective to improve the efficiency of the operating processes of the company Super Cross Ltda de Bucaramanga through the Kaizen methodology. in order to improve the productivity of the company since it has potential in the market. The present investigation sought to achieve this important general objective from the identification of the efficiency of the operating processes of the company Super Cross Ltda de Bucaramanga through an initial diagnosis in order to demonstrate the needs to improve, later through this diagnosis, design will be perfected. an improvement proposal for these processes from the qualities of Kaizen and that in the medium term will impact productivity. Subsequently, an action plan was proposed for a future improvement implementation according to the context and needs of the organization. On the other hand, the research taken as a methodological route the quantitative approach within a type of descriptive research and that also applied a series of instruments in favor of the achievement of the objectives. From the analysis of the results, it is concluded that the Kaizen methodology allows the strengthening of internal operating processes with a view to optimization, productivity, continuous improvement, waste reduction and use of human resources. Thus, it is expected that the company can adopt actions for its success and continuous improvement. Ingeniero Industrial http://www.ustabuca.edu.co/ustabmanga/presentacion Pregrado

Resumen La simulaci��n es una herramienta de an��lisis y de toma de decisiones ampliamente utilizada en la actualidad y constituye uno de los pilares de los gemelos digitales. El gemelo digital es un elemento esencial para Industria 4.0, que permite modelar e integrar informaci��n relevante sobre el comportamiento de los sistemas productivos. Esta investigaci��n se centra en la obtenci��n de un modelo de simulaci��n de uno de los procesos que se desarrollan en la Empresa de Mensajer��a y Cambio Internacional, para demostrar la utilidad del mismo y sentar las bases para la futura implementaci��n de un gemelo digital. Para el desarrollo del modelo de simulaci��n se sigui�� una metodolog��a de siete fases que abarca: planteamiento del problema, recogida de datos, desarrollo del modelo de simulaci��n, verificaci��n y validaci��n, explotaci��n del modelo, an��lisis de los problemas detectados y propuesta de mejoras. El modelo fue obtenido en el software Arena, con los datos resultantes del cronometraje de las actividades del proceso y la informaci��n brindada por la empresa. Del an��lisis del modelo se extraen para la toma de decisiones en el proceso como el tiempo que toma procesar un env��o y la utilizaci��n de los recursos de la empresa. Abstract Simulation is an analysis and decision-making tool widely used today and constitutes one of the pillars of the Digital Twins. The digital twin is an essential element for Industry 4.0, which facilitates, among other elements, the acquisition and exchange of data. This research focuses on obtaining a simulation model of one of the processes that is developed in the International Change and International Change Company, to demonstrate its usefulness and lay the foundations for the future implementation of a digital twin. To carry out the work, a four-phase methodology was followed that includes: Determination of the problem, Obtaining the simulation model, Exploitation of the model and analysis of the detected problems and Recommendations for the implementation of a digital twin.The model was obtained in the Arena software, with the data resulting from the timing of the process activities and the information provided by the company. From the analysis of the model, weighty elements were obtained for decision-making in the process, such as the time it takes for processing and the use of the company's resources. In correspondence with the current situation of the entity, several recommendations were established for the implementation of a digital twin., Los autores declaran no presentar conflictos de intereses

La evolución del producto a la experiencia, la constante demanda de productos y servicios de calidad y el acceso fácil y rápido a la información que tienen los consumidores, han obligado a las organizaciones financieras a establecer estrategias de mejoramiento continuo, a implementar sistemas agiles de transformación y a adaptar sus procesos para generar un valor diferencial frente a los competidores. Así, entonces, un producto de calidad solo será percibido de esta forma, si está acompañado de un servicio de excelencia que sea valorado por los clientes y usuarios. En consecuencia, para las entidades financieras, surge la necesidad de identificar y analizar los procesos que se deben optimizar y su correcto calce con el resto de los procesos de la organización, así como el impacto que estos deberán tener en la experiencia de servicio al cliente. Dicho de otra forma, toda optimización de procesos operativos que se hace en entidades financieras debe tener al cliente como eje fundamental, para beneficiar una holística experiencia de servicio. The evolution from product to experience, the constant demand for quality products and services, and easy and fast access to information that consumers have, have forced financial organizations to establish continuous improvement strategies, to implement agile transformation systems and to adapt its processes to generate differential value compared to competitors. Thus, then, a quality product will only be perceived in this way, if it is accompanied by an excellent service that is valued by customers and users. Consequently, for financial entities, the need arises to identify and analyze the processes that must be optimized and their correct fit with the rest of the organization's processes, as well as the impact that these must have on the customer service experience. In other words, all optimization of operational processes carried out in financial institutions must have the client as a fundamental axis, for benefit a holistic service experience. Especialización

Retail trade occupies an important place in the economy of Ukraine, ensuring the sale of manufactured goods to end consumers. For retailers, it is important to achieve timeliness and reliability of services to meet customer needs, which can be achieved through the formation of operational strategy. The purpose of the article is to form a methodological approach to the development of operational strategy of retail enterprises, which is based on the requirements of corporate strategy, selected in accordance with the stage of the life cycle of the industry. The development of this methodological approach was carried out on the basis of Hill's model and system approach. As a result, a logical scheme of the process of developing an operational strategy is presented, which is specified by the list of input and output information. In order to determine the stage of the life cycle of the market of retail services in Ukraine, the eponymous concept of Porter was applied and the analysis was carried out according to the criteria: consumers and their behaviour, sales costs, changes in services, the nature of competition, profitability and found that the retail services market is growing. The method of observation, comparative and analytical method was used for the analysis, the Herfindahl-Hirschman index (HHI) was calculated on the basis of the data of the largest retail trade enterprises of Ukraine. As a result, it was found that the market of retail services in Ukraine is growing. With this in mind, an operational strategy for Ukrainian retailers has been proposed, which should aim to ensure the flexibility and variability of the operating system. The defined general direction of the operational strategy will allow to establish the content of decisions on the choice of operational processes, as well as the infrastructure to support them.

In many operational processes, a suitable combination of participating elements has a huge impact throughout the entire process. In the real environment, however, many combinations show less than expected results in the initial stage. In consideration of the many subjective and objective factors such as equipment, time, capital, materials, and so forth, it seems that the aforementioned combinations cannot be used to re-configure. It is important that these initial unsatisfactory combinations can gradually approach some equilibrium states or results through some rolling adjustment processes. In order to improve the above problem, this study attempts to use a game-theoretic dynamic procedure to establish a mechanism that can be dynamically modified under relative symmetry at any time during operational processes. Under such a dynamic procedure, an undesirable combination of participating elements can gradually approach a useful combination.

Documento sobre la implementación de los procesos operacionales con base en el marco de referencia ITIL V3 en un NOC de telecomunicaciones, tomando como objeto de estudio a la empresa Tellza communications para la cual se propone la estrategia de mejora continua. Document on the implementation of operational processes based on the ITIL V3 reference framework in a telecommunications NOC, taking the Tellza communications company as the object of study for which the continuous improvement strategy is proposed. Ingeniero de Telecomunicaciones http://unidadinvestigacion.usta.edu.co Pregrado

В статье освещаются вопросы оценки клиентского опыта в контексте управления операционными процессами и инфокоммуникационным ландшафтом отечественного оператора связи. Актуальность исследования обусловлена потребностью субъектов управления в системе поддержки принятия решений, которая позволит, с одной стороны, оценивать зависимость клиентского опыта от эффективности операционных процессов компании, а, с другой стороны, моделировать оптимальные сценарии управления клиентским опытом на сети оператора связи. Задачей исследования является разработка когнитивной модели оценки клиентского опыта, которая станет основой для системы, ориентированной на поддержку принятия управленческих решений (СППР), направленных на улучшение опыта клиентов оператора связи. Для решения обозначенной задачи автором последовательно проводятся анализ предметной области и разработка когнитивной модели оценки опыта клиентов в структуре операционных процессов отечественного оператора связи. В рамках исследования предметной области автор проводит анализ совокупности факторов, формирующих клиентский опыт, а также подходов к его оценке в телекоммуникационной отрасли. В контексте разработки когнитивной модели автором предлагается функциональная модель оценки клиентского опыта, а также ее математическая основа на базе аппарата нечетких когнитивных карт., Modern telecommunication market is highly competitive and, as a result, there is a high cost of attracting new customers. In addition, players in the telecommunications market have leveled off in terms of provided services and prices. That is why, telecom operators are looking for new development scenarios and sources of income. Customer Experience Management (CEM) is one of the promising development direction that can provide a competitive advantage for a telecom operator in today’s telecommunications market. The CEM concept focuses on the customerand its (CEM) goals are to build long-term relationships with the customer. Such relationships are based on formation positive customer experience and impressions from interaction with a company. In other words, the CEM concept focuses on working with loyalty and customer retention. The implementation of the CEM concept assumes that all operational processes of the company should be built taking into account the total customer experience. In other words, all functional blocks of the company (even blocks, which does not work directly with the customer) should focus on the experience and impressions of the company’s customers. Such a customer-centric model of managing business of a telecom operator is impossible without measuring customer experience in the context of the main operational processes and business functions. In other words, a telecom operator must understand how certain operational processes (and their KQI/KPI) affect the total customer experience. To solve the above problems, it is required to develop a decision support system (DSS), which aimed on improving quality of management decision related to customer experience. Such system should be based on a cognitive model for assessing customer experience. The cognitive model should provide an opportunity, on the one hand, to assess the dependence of customer experience from the efficiency of the company’s operational processes, and, on the other hand, to simulate optimal scenarios for managing customer experience on the telecom operator’s network. The main task of the study is development of a cognitive model for assessing customer experience in the context of managing operational processes and the infocommunication landscape of a domestic telecom operator. To solve this problem, the author sequentially analyzes the subject area and develops a cognitive model for assessing customer experience in the structure of the operational processes of a domestic telecom operator. In the first part of the work, the author investigates existing research and approaches in the Customer Experience domain. Special attention is paid to the research of TM Forum. In particular, the thesaurus and the basic concepts that TM Forum uses when working on the topic of Customer Experience are examined. In addition, TM Forum functional model for assessing the integral customer experience is considered — this model can provide an unified measure of CX for the telecommunications industry. The second part of the work highlights the development of a model for assessing the integral customer experience based on fuzzy cognitive maps in the specifics of a domestic telecom operator. First of all, a functional representation of the model is formulated value of the integral customer experience should be formed as a result of aggregation of metrics that affect the customer experience in the context of various dimensions of the company. Further, the issues of the mathematical basis of the model are highlighted, in particular, the basic calculations, which are required for solving research problem. For example, it is highlighted: calculation of integral customer experience in the context of the stages of the customer’s lifecycle (based on the metrics of customer experience); calculation of integral customer experience for the entire customer lifecycle; calculation of the force of mutual influence between different factors of the model. In the final part of the work, the author determines the practical value of the developed model (in particular, static and dynamic analysis of the model) for the tasks of managing the experience of the telecom operator’s clients.

The performance of ‘internal layout and process driven ships’ is dominated by its operational processes. These operational processes are of a logistical nature. Therefore these processes have a significant impact on the arrangement of these ships. Early stage design efforts are aimed to understand the interaction between the layout and the operational processes aboard these ships to gain timely design insights to inform the decision-making process. Therefore, sufficiently detailed concept designs are to be generated by naval architects and analysed to de-risk requirements. While various tools have been developed to support naval architects in generating layouts with an increasing level of detail, the detailed evaluation of operational performance is typically postponed to the stage that only little change to the design is possible. Hence, the naval architect’s expertise is currently crucial to develop concept designs with acceptable operational performance. However, this limits the amount of explicit insight in layout performance available to decision makers. Therefore there is a need for an operational evaluation method that supports layout development in early stage ship design. To address this mismatch between layout generation and evaluation, this paper proposes an integrated method that allows naval architects to concurrently generate and evaluate sufficiently detailed layouts. A test case is presented in which the proposed method is used to generate a detailed layout for a Landing Platform Dock (LPD) and evaluate this layout based on operational processes. The test case shows that the method can indeed be used to generate and evaluate detailed layouts of internal layout and process driven ships. However, the implementation of tooling for this method proved to be challenging and thus requires further attention. Nonetheless, the test case indicates that the proposed method will improve early stage ship design by helping naval architects to better understand the complex interrelation between layout and operational processes.

[ES] En el presente Trabajo Fin de Máster se expone el desarrollo de un proyecto para el traslado del almacén de una empresa de distribución de fásteners de unión. Con este documento se pretende diseñar tanto la distribución en planta como los procesos de manutención de materiales en el nuevo almacén. Con el traslado se pretende aumentar la capacidad y aumentar la eficiencia de las operaciones. Para ello se analiza la situación del almacén actual y las necesidades de la empresa. En la primera etapa del documento se realiza una descripción de la situación actual y una explicación de los conceptos teóricos que son de aplicación en el proyecto. A continuación, se plantean problemas en el almacén y los procesos logísticos, llevando a cabo una identificación de las causas. En el siguiente paso se plantean propuestas de mejoras para evitar que los problemas actuales se repitan en el nuevo almacén. En la segunda parte del proyecto se sigue una metodología para el diseño de la distribución y procesos de manutención del almacén. En primer lugar, se analizan los datos relevantes para el diseño, y se plantean varias alternativas de distribución. Seguidamente, se selecciona una de las alternativas teniendo en cuenta una serie de criterios con el objetivo de cumplir los objetivos planteados. Por último, se diseñan los procesos de manutención de materiales para adaptarlos a la distribución planteada. Para concluir se propone un plan de acción para la implementación del proyecto y se obtienen una serie de conclusiones., [EN] Abstract The present Master's Thesis expose the development a project for transfer the warehouse of a company dedicated to the distribution of fasteners of union. This document is intended to design both the layout and the operation processes in the new warehouse. The new warehouse is intended to increase capacity and the efficiency of the operations. In the first stage of the document, a description of the current situation of the company and an explanation of the theoretical concepts that are applicable in the project is made. The current situation is analyzed below, raising problems in the warehouse and operational processes. In the next point, proposals for improvements are presented to avoid that the current problems are repeated in the new warehouse. In the second stage of the project, a methodology is followed for the design of the layout and operational processes of the warehouse. First, the requirements and limitations are raised and relevant data for the design are analyzed. Next, several distribution alternatives are proposed in the plant with the appropriate operating processes for each distribution. Finally, the different alternatives are evaluated and the one that is to be implemented is selected. To conclude, an action plan for the implementation of the project is proposed and a series of conclusions are obtained., [CA] En el present Treball Fi de Màster s'exposa el desenvolupament d'un projecte per al trasllat del magatzem d'una empresa de distribució de fasteners d'unió. Amb aquest document es pretén dissenyar tant la distribució en planta com els processos de manutenció de materials en el nou magatzem. Amb el trasllat es pretén augmentar la capacitat i augmentar l'eficiència de les operacions. Per això s'analitza la situació del magatzem actual i les necessitats de l'empresa. A la primera etapa del document es realitza una descripció de la situació actual i una explicació dels conceptes teòrics que són d'aplicació en el projecte. A continuació, es plantegen problemes en el magatzem i els processos logístics, duent a terme una identificació de les causes. En el següent pas es plantegen propostes de millores per evitar que els problemes actuals es repeteixin en el nou magatzem. A la segona part del projecte es segueix una metodologia per al disseny de la distribució i processos de manutenció del magatzem. En primer lloc, s'analitzen les dades rellevants per al disseny, i es plantegen diverses alternatives de distribució. Seguidament, es selecciona una de les alternatives tenint en compte una sèrie de criteris amb l'objectiu de complir els objectius plantejats. Finalment, es dissenyen els processos de manutenció de materials per a adaptar-los a la distribució plantejada. Per concloure es proposa un pla d'acció per a la implementació del projecte i s'obtenen una sèrie de conclusions.

Purpose. The article is aimed to improve the automated systems operation of the railway technical system parks and switch D.C. electric motors (EMs), taking into account all uncertainties. Methodology. Solution of the problem was obtained through the development of the model and the method for optimal planning for the EMs set operation. The method is based on the information technology with the possibility to assess the parameters of the current and the predicted state of EMs based on their individual models. The models are built both for individual EMs and for the specified groups. The factors of non-determinism in the model are calculated based on the Hurst index. The task of planning is solved as calculating the optimal sequence of the EM facilities services, which provides a minimum of the total expected operating costs. Findings. The analysis of the main known models, the automated technologies and the systems of EM (ASEM) park operation on the basis of the remote monitoring was done in the research. Based on the practice of the EM park maintenance the new category of the analysis objects was proposed – the service group (SG). The new procedure for the processes classification was developed based on using the Hurst index to improve the reliability of EM and SG individual models forecasting. The technological and the economic model for planning the EM parks operation was created. The article presents the results of the developed automated data management system based on the improved model for the operation planning of the D.C. EM parks. The optimal planning model ensures the minimization of the expected operating costs for the EMs operation, due to the selection of the EM groups service queue. The specialized procedure is used to classify non-deterministic EM remote monitoring data during planning, which allows increasing the accuracy of forecasting the object state parameters. Origilnality . The article describes development of the mathematical model and the information technology for the remote monitoring of the railway technical systems park operation, the railway switch EMs based on the formation of EM and SG individual models, as well as on the evaluation of their current and predicted states, taking into account random factors. The proposed model of the optimal planning as the possibility to choose the SG service queue differs by the group maintenance of the EM facilities, as well as application of the specialized procedure for classifying EM monitoring data. Practical value . The practical value of the results is determined by the provision of the new opportunities for the group optimal planning of the EM service based on the criterion of the minimum expected costs. The procedure for the monitoring data classification of the operational processes makes it possible to increase the reliability of the forecasting antipersistent time sequences results. It also provides an interpretation of the observational data classification results based on the need for practical usage.

The paper refers to relationships between the innovativeness of an organization and its selected determinants such as strategy, corporate culture, structure and operational processes. Research was conducted among 200 managers at the top, middle and operational levels of management (200 companies operating in Poland implementing innovations - innovative companies). Conditions leading to innovations are described as the combination of processes, which result from the internal and external dynamics of a given entity. The analysis assumed that the assessment of company innovativeness would be based on an assessment of whether the company is a leader in the industry in terms of new products (the higher the rating, the more innovative the company is considered to be). The relationship between the dimensions of the company's functioning and the degree of its innovativeness was rated on the basis of two measures: the Spearman's rank correlation coefficient and the chi-square coefficient. It was assumed that the most innovative companies have structures similar to organic ones, with a weak influence of the elements of mechanistic structures. This assumption was proven in relation to features of organizations considered important for innovativeness.

Background This paper provides insights into design and implementation of a Conditional Cash Transfer (CCT) pilot programme under the Subsidy Reinvestment and Empowerment Programme on Maternal and Child Health (SURE-P MCH) in Nigeria. The CCT day to day operations were independently assessed, from design to enrollment and pay out, in order to inform future CCT designs and implementation. Methods This study combined a desk review of SURE-P MCH CCT operational documents and retrospective, descriptive cross-sectional survey of 314 primary beneficiaries of the CCT scheme from 29 SURE-P MCH CCT designated health facilities between June – July 2015. The programme implementation manual (PIM) and several CCT monthly reports and articles obtained from the project implementation unit (PIU) were reviewed while structured questionnaire of (16) questions was used for face-to-face interviews with (30–33) CCT beneficiaries drawn from each of eight (8) participating states of Anambra, Bauchi, Bayelsa, Ebonyi, Kaduna, Niger, Ogun, and Zamfara and the Federal Capital Territory (FCT)-Abuja. Findings were analyzed and reported using R* statistical package (version 3.1.2). Subsequently a strengths, weaknesses, opportunities and threats (SWOT) analysis was conducted to identify key challenges and possible recommendations. Results The SWOT analysis indicated a robust design for the CCT programme, which would have enhanced operational effectiveness if implemented as designed. However, the programme faced several implementation challenges. For instance, though 65% of beneficiaries perceived CCT pay-out events to be orderly and well-organized, in some of the pilot states the events were marred with inconsistencies resulting in large crowds and increased waiting time for some beneficiaries. Similarly, only 40% of beneficiaries received the complete N5,000 (USD30) cash incentive, 28% received N1,000 (USD6) while others received either N2000 (USD12), N3000 (USD18) or N4000 (USD24). Conclusion The CCT pilot had a robust design as a result of a successful proof of concept which preceded the pilot roll-out. However, its implementation was marred with several challenges ranging from untimely release of funds, limited monitoring and evaluation and other operational challenges. Future CCT programmes should understudy the SWOT analysis presented in this paper to improve the design and implementation of CCT programmes in Nigeria and other settings.

El agua embotellada es uno de los productos de mayor consumo en la actualidad, esto se debe que las principales ciudades capitales del país, se dispone de agua potable que no cumple con los parámetros técnicos y normativos, aptos para el consumo humano lo cual puede llegar a generar enfermedades o alteraciones en la salud. La importancia de un control de calidad en los procesos operacionales de las empresas de cualquier índole, es de gran importancia para el monitoreo de su ejecución y saber el nivel de satisfacción de los clientes en cuanto a los productos o servicios ofrecidos. Las empresas embotelladoras de agua, son creadas con el objetivo de ofrecer un producto que cumpla con los parámetros físico-químicos establecidos en la normatividad colombiana, que ayude a refrescar y saciar la sed de los consumidores, ya que el agua es el elemento indispensable para todo ser vivo. En nuestro caso el monitoreo de la calidad de los productos Montana SAS, se llevó a cabo por medio de un control estadístico de procesos, el cual nos permitió identificar falencias operacionales y sus causas, para su optimización y mejorar la satisfacción de los clientes. Bottled water is one of the most widely consumed products at present, this is due to the fact that the main capital cities of the country have potable water that does not comply with the technical and normative parameters, suitable for human consumption which can reach to generate diseases or alterations in health. The importance of quality control in the operational processes of companies of any kind is of great importance for monitoring their execution and knowing the level of customer satisfaction in terms of the products or services offered. Water bottling companies are created with the aim of offering a product that meets the physical-chemical parameters established in Colombian regulations, which helps to refresh and quench the thirst of consumers, since water is the essential element for all alive In our case, the monitoring of Montana SAS product quality was carried out through statistical process control, which allowed us to identify operational failures and their causes, for optimization and to improve customer satisfaction. Ingeniero Industrial Pregrado

El presente proyecto se ha desarrollado con el fin de brindar una propuesta de mejora al proceso de cargue y descargue de mercancía en la plataforma de fríos, inicialmente en la planta de Fontibón en Bogotá D.C., Colombia, de la empresa Ransa Colombia SAS, uno de los operadores logísticos pioneros a nivel internacional. La metodología que se utilizará es inductiva y de análisis, ya que se requiere conocer los procesos operativos, analizando una problemática actual, contemplando variables, causas y entorno, con el fin de proponer una estrategia de control y dar solución al problema que se detecta, una de las herramientas a utilizar es la toma de tiempos y movimientos para lograr una estrategia de optimización, así mismo el análisis de actividades por procesos, entre otras variables que pueden interceder en la investigación, que ayudarán a diagnosticar el estado actual y atacar las falencias detectadas, principalmente las que generan altos costos de personal. Tabla de Contenido Introducción 8 1 Título 11 2 Problema de investigación 11 Descripción del problema 11 Formulación del problema 13 Sistematización 13 3 Objetivos 15 Objetivo General 15 Objetivos Específicos 15 4 Justificación y delimitación 16 Justificación 16 Delimitación 18 Limitaciones 19 5 Marco Conceptual 20 Estado del arte 20 5.1.1 Estado del arte Internacional 20 5.1.2 Estado del arte nacional 22 5.1.3 Estado del arte local 25 Marco Teórico 28 5.2.1 Cargue y descargue de mercancía 28 5.2.2 Arrume negro 29 5.2.3 Picking 29 5.2.4 Sistema de gestión de almacenes (WMS) 29 5.2.5 Logística Lean o Lean Logistic 30 5.2.5.1 Diagrama de Pareto 31 5.2.5.2 Value Stream Mapping (VSM) 33 5.2.5.3 Jidoka 33 5.2.5.4 Andon 34 5.2.5.5 5S´s 34 5.2.5.6 Just in time 35 5.2.5.7 Mantenimiento Productivo Total (TPM) 37 5 5.2.5.8 Heijunka 37 5.2.5.9 Single minute Exchange of die (SMED) 38 5.2.5.10 Poka Yoke 38 5.2.5.11 Key Performance Indicator (KPI´s) 39 5.2.5.12 Kanban 40 5.2.5.13 Análisis de cuellos de botella 41 5.2.5.14 Diagrama de Ishikawa o Causa – Efecto 42 5.2.5.15 Gestión de la Calidad Total (Total Quality Management o TQM) 43 Marco legal 45 Marco Histórico 48 6 Marco metodológico 49 Recolección de la información 49 6.1.1 Tipo de investigación 49 6.1.2 Fuentes de información 50 6.1.2.1 Fuentes primarias 50 6.1.2.2 Fuentes Secundarias 50 6.1.3 Herramientas 51 6.1.4 Metodología 51 6.1.5 Información recopilada 52 6.1.5.1 Diagrama de análisis de procesos 52 6.1.5.2 Diagrama de recorrido 53 6.1.5.3 Diagrama Hombre-Maquina 55 6.1.6 Análisis de la información 56 6.1.6.1 Diagrama de Pareto 56 6.1.6.2 Diagrama Hombre-Maquina 59 6.1.6.3 VSM (Value Stream mapping) 60 Propuestas de solución 62 6.2.1 Aparcamiento del camión 62 6.2.2 Proceso de descargue 64 6.2.3 Proceso de inspección 65 6.2.4 Proceso de vinipelar 65 6.2.5 Diagrama de procesos Propuesto 68 6.2.6 Kanban 68 6 6.2.7 KPI´s 69 7 Resultados esperados 69 8 Análisis financiero 71 8.1 Análisis de los costos 71 8.2 Costos De Insumos 71 8.3 Análisis Costo Beneficio 72 9 Conclusiones y recomendaciones 73 9.1 Conclusiones 73 9.2 Recomendaciones 75 10 Bibliografía Especialización Especialista en Producción y Logística Internacional Especialización en Producción y Logística Internacional

The increasing market competition makes companies seek better results, through partnerships with suppliers, and it isnecessary to analyze and adapt to the requirements of customers and market. Thus, for the realization of this article, it is based on concepts of Logistics according to supply chain, intending to analyze operational processes and suggest improvements in results and competitive gains for collaboration in the chain of trade in pieces of industrial equipment company in the Greater São Paulo region. Therefore, we conducted literature searches through books and articles, as well as a case study, which in general, revealed that the supply chain of the studied company has great potential for improvement it once has modest integration actions compared to a model with a strategic focus and some deviations compared to the academic literature. Research results have shown issues such as ignorance of the subject proposed by the employees as well as the need to create alternatives to maximize the interaction between the sectors within the organization contributing more competitive solutions in addition to providing agility in the process as a whole. To carry out further research, it is recommended further study regarding the implementation of management information systems to improve some processes and, consequently, the outcome of that organization.

Purpose. The article is aimed to improve the automated systems operation of the railway technical system parks and switch D.C. electric motors (EMs), taking into account all uncertainties. Methodology. Solution of the problem was obtained through the development of the model and the method for optimal planning for the EMs set operation. The method is based on the information technology with the possibility to assess the parameters of the current and the predicted state of EMs based on their individual models. The models are built both for individual EMs and for the specified groups. The factors of non-determinism in the model are calculated based on the Hurst index. The task of planning is solved as calculating the optimal sequence of the EM facilities services, which provides a minimum of the total expected operating costs. Findings. The analysis of the main known models, the automated technologies and the systems of EM (ASEM) park operation on the basis of the remote monitoring was done in the research. Based on the practice of the EM park maintenance the new category of the analysis objects was proposed – the service group (SG). The new procedure for the processes classification was developed based on using the Hurst index to improve the reliability of EM and SG individual models forecasting. The technological and the economic model for planning the EM parks operation was created. The article presents the results of the developed automated data management system based on the improved model for the operation planning of the D.C. EM parks. The optimal planning model ensures the minimization of the expected operating costs for the EMs operation, due to the selection of the EM groups service queue. The specialized procedure is used to classify non-deterministic EM remote monitoring data during planning, which allows increasing the accuracy of forecasting the object state parameters. Origilnality. The article describes development of the mathematical model and the information technology for the remote monitoring of the railway technical systems park operation, the railway switch EMs based on the formation of EM and SG individual models, as well as on the evaluation of their current and predicted states, taking into account random factors. The proposed model of the optimal planning as the possibility to choose the SG service queue differs by the group maintenance of the EM facilities, as well as application of the specialized procedure for classifying EM monitoring data. Practical value. The practical value of the results is determined by the provision of the new opportunities for the group optimal planning of the EM service based on the criterion of the minimum expected costs. The procedure for the monitoring data classification of the operational processes makes it possible to increase the reliability of the forecasting antipersistent time sequences results. It also provides an interpretation of the observational data classification results based on the need for practical usage., Цель. Основной целью статьи является совершенствование автоматизированных систем эксплуатации парков железнодорожных технических систем – электродвигателей (ЭД) постоянного тока стрелочных переводов, с учетом факторов неопределенности. Методика. Решение задачи получено за счет развития модели и метода оптимального планирования процессов эксплуатации множества ЭД. Метод использует информационную технологию по оценке параметров текущих и прогнозируемых состояния ЭД на основе их индивидуальных моделей. Модели формируют как для отдельных ЭД, так и для заданных групп. В модели факторы недетерминированности учитывают на основе показателя Херста. Задача планирования сводится к расчету оптимальной последовательности обслуживания объектов парка ЭД, которая обеспечивает минимум общих ожидаемых эксплуатационных затрат. Результаты. В работе был выполнен анализ основных известных моделей, автоматизированных технологий и систем эксплуатации парков ЭД (АСЭД) на основе дистанционного мониторинга. Исходя из практики обслуживания парков ЭД, была предложена новая категория объектов анализа – группа обслуживания (ГЭД). Для повышения достоверности прогнозирования по индивидуальным моделям ЭД и ГЭД разработана процедура классификации процессов, использующая показатель Херста. Сформулирована технолого-экономическая модель по планированию процессов эксплуатации парков ЭД. Выполнено развитие автоматизированной системы управления парков ЭД (АСУЭД) на основе усовершенствованной модели планирования процессов эксплуатации парков стрелочных ЭД постоянного тока. Модель оптимального планирования обеспечивает минимизацию ожидаемых эксплуатационных затрат на эксплуатацию парка ЭД за счет выбора очередности обслуживания групп ЭД. При планировании используют специализированную процедуру классификации недетерминированных данных дистанционного мониторинга ЭД, которая позволяет повысить точность прогнозирования параметров состояний объектов. Научная новизна. В статье получили развитие математические модели и информационные технологии дистанционного мониторинга процессов эксплуатации парков железнодорожных технических систем, стрелочных ЭД, основанные на формировании индивидуальных моделей ЭД и ГЭД, на оценке их текущих и прогнозированных состояний, с учетом случайных факторов. Предложенная модель оптимального планирования, как выбора последовательности обслуживания ГЭД, отличается групповым обслуживанием объектов парка ЭД, а также применением специализированной процедуры классификации данных мониторинга ЭД. Практическая значимость полученных результатов определяется обеспечением новых возможностей группового оптимального планирования обслуживания парка ЭД по критерию минимума ожидаемых затрат. Процедура классификации данных мониторинга процессов эксплуатации позволяет повысить достоверность результатов прогнозирования антиперсистентных временных последовательностей, а также обеспечивает получение интерпретации результатов классификации данных наблюдений, исходя из потребности практического применения., Мета. Основною метою статті є удосконалення автоматизованих систем експлуатації парків залізничних технічних систем – електродвигунів (ЕД) постійного струму стрілочних переводів, із урахуванням факторів невизначеності. Методика. Вирішення задачі отримано за рахунок розвитку моделі та методу оптимального планування процесів експлуатації множини ЕД. Метод використовує інформаційну технологію за оцінкою параметрів поточних і прогнозованих станів ЕД на основі їх індивідуальних моделей. Моделі формуються як для окремих ЕД, так і для заданих груп. У моделі чинники недетермінованості враховуються на основі показника Херста. Завдання планування зводиться до розрахунку оптимальної послідовності обслуговування об’єктів парку ЕД, яка забезпечує мінімум загальних очікуваних експлуатаційних витрат. Результати. У роботі був виконаний аналіз основних відомих моделей, автоматизованих технологій і систем експлуатації парків ЕД (АСЕД) на основі дистанційного моніторингу. Виходячи з практики обслуговування парків ЕД, була запропонована нова категорія об’єктів аналізу – група обслуговування (ГЕД). Для підвищення достовірності прогнозування за індивідуальними моделями ЕД і ГЕД розроблена процедура класифікації процесів, яка використовує показник Херста. Сформульована технолого-економічна модель із планування процесів експлуатації парків ЕД. Виконано розвиток автоматизованої системи управління парків ЕД (АСУЕД) на основі удосконаленої моделі планування процесів експлуатації парків стрілочних ЕД постійного струму. Модель оптимального планування забезпечує мінімізацію очікуваних експлуатаційних витрат на експлуатацію парку ЕД за рахунок вибору послідовності обслуговування ГЕД. Під час планування використовують спеціалізовану процедуру класифікації недетермінованих даних дистанційного моніторингу ЕД, яка дозволяє підвищити точність прогнозування параметрів станів об’єктів. Наукова новизна. У статті отримали розвиток математичні моделі та інформаційні технології дистанційного моніторингу процесів експлуатації парків залізничних технічних систем, стрілочних ЕД, заснованих на формуванні індивідуальних моделей ЕД і ГЕД, на оцінці їх поточних і прогнозованих станів, із урахуванням випадкових чинників. Запропонована модель оптимального планування, як вибору послідовності обслуговування ГЕД, відрізняється груповим обслуговуванням об’єктів парку ЕД, а також застосуванням спеціалізованої процедури класифікації даних моніторингу ЕД. Практична значимість отриманих результатів визначається забезпеченням нових можливостей групового оптимального планування обслуговування парку ЕД за критерієм мінімуму очікуваних витрат. Процедура класифікації даних моніторингу процесів експлуатації дозволяє підвищити достовірність результатів прогнозування антиперсистентних часових рядів, дозволяє отримати інтерпретацію класифікації, виходячи з потреби практичного застосування.