Optimización del desempeño operativo y eficiencia laboral en el Bufete Godoy y Asociados
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Date
2024-12-01
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Abstract
El presente trabajo expone un análisis integral sobre el desempeño operativo y la eficiencia
laboral en el Bufete Godoy y Asociados, una empresa dedicada a la recuperación de cartera judicial
y extrajudicial. Mediante un enfoque metodológico mixto, que incluyó entrevistas, encuestas y
observación directa, se identificaron deficiencias significativas en la estandarización de procesos,
la integración tecnológica y la supervisión interna. Estas limitaciones afectaron la productividad
organizacional, incrementaron los tiempos de respuesta y disminuyeron la satisfacción del cliente.
El diagnóstico inicial reveló que un 70% de la cartera gestionada estaba judicializada, y que la
ausencia de manuales de procedimiento y herramientas de análisis contribuyó a una gestión
inconsistente de los casos. En respuesta, se diseñó una estrategia integral de mejora operativa
basada en tres pilares fundamentales: la creación de un manual de procesos y procedimientos para
estandarizar actividades, el desarrollo de un plan de capacitación y supervisión enfocado en
fortalecer competencias del personal, y la implementación de soluciones de Business Intelligence
(BI) para analizar indicadores clave en tiempo real. La propuesta tuvo como objetivo transformar
los procesos internos del bufete, mejorar la eficiencia en la recuperación de cartera, elevar los
niveles de satisfacción de los clientes y posicionar a la firma como líder en el sector, garantizando
su sostenibilidad ante los retos del mercado.
This study presented a comprehensive analysis of operational performance and labor efficiency at Bufete Godoy y Asociados, a firm specializing in judicial and extrajudicial debt recovery. Using a mixed-methods approach, including interviews, surveys, and direct observation, significant deficiencies were identified in process standardization, technological integration, and internal supervision. These shortcomings negatively affected organizational productivity, increased response times, and reduced client satisfaction. The initial diagnosis revealed that 70% of the managed portfolio was judicialized and that the absence of procedural manuals and analytical tools contributed to inconsistent case management. In response, an Integrated Operational Improvement Strategy was designed, focusing on three key pillars: the creation of a procedures and processes manual to standardize activities, the development of a training and supervision plan to enhance staff competencies, and the implementation of Business Intelligence (BI) solutions to analyze key performance indicators in real time. The proposal aimed to transform internal processes, improve debt recovery efficiency, increase client satisfaction levels, and position the firm as a sector leader, ensuring its sustainability in the face of market challenges.
This study presented a comprehensive analysis of operational performance and labor efficiency at Bufete Godoy y Asociados, a firm specializing in judicial and extrajudicial debt recovery. Using a mixed-methods approach, including interviews, surveys, and direct observation, significant deficiencies were identified in process standardization, technological integration, and internal supervision. These shortcomings negatively affected organizational productivity, increased response times, and reduced client satisfaction. The initial diagnosis revealed that 70% of the managed portfolio was judicialized and that the absence of procedural manuals and analytical tools contributed to inconsistent case management. In response, an Integrated Operational Improvement Strategy was designed, focusing on three key pillars: the creation of a procedures and processes manual to standardize activities, the development of a training and supervision plan to enhance staff competencies, and the implementation of Business Intelligence (BI) solutions to analyze key performance indicators in real time. The proposal aimed to transform internal processes, improve debt recovery efficiency, increase client satisfaction levels, and position the firm as a sector leader, ensuring its sustainability in the face of market challenges.
Keywords
Business Intelligence, Eficiencia Operativa, Estandarización de Procesos, Gestión de Cartera, Supervisión