Aplicación de la gestión por procesos en el departamento de operaciones en PCS Central América, para la mejora de la eficiencia operativa
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Date
2026-02-01
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Publisher
Universidad Tecnológica Centroamericana UNITEC
Abstract
La investigación se centró en la aplicación de la Gestión por Procesos de Negocio (BPM) en el Departamento de Operaciones de PCS Central América, ubicado en San Pedro Sula, una empresa logística NVOCC especializada en cargas consolidadas (LCL). Dada la falta de procesos documentados y estandarizados, el estudio tuvo como objetivo rediseñar los flujos de trabajo operativos mediante el enfoque BPM, buscando mejorar la eficiencia, trazabilidad y calidad del servicio. La metodología de este estudio se enmarca en un enfoque mixto (cualitativa y cuantitativa), que se orienta a comprender y mejorar la gestión operativa; en tal sentido, se aplicaron entrevistas semiestructuradas, análisis documental y revisión de procedimientos actuales, lo que permitió identificar las principales limitaciones y oportunidades de mejora. La investigación evidenció que la mejora operativa no dependía exclusivamente de tecnología costosa, sino de una adecuada gestión de procesos. Este trabajo ofreció una guía práctica para otras empresas logísticas de la región que deseen iniciar una transformación orientada a procesos, contribuyendo a una mayor competitividad y estandarización en sus operaciones.
This research focused on the application of Business Process Management (BPM) in the Operations Department of PCS Central America, located in San Pedro Sula, an NVOCC logistics company specialized in Less-than-Container Load (LCL) cargo. Due to the lack of documented and standardized processes, the study aimed to redesign operational workflows using the BPM approach, with the objective of improving efficiency, traceability, and service quality. The methodology of this study is framed within a mixed approach (qualitative and quantitative), aimed at understanding and improving operational management. In this regard, semi-structured interviews, documentary analysis, and a review of current procedures were applied, allowing the identification of the main limitations and opportunities for improvement. The findings revealed that operational improvement does not depend solely on costly technologies, but on proper process management. This work offers a practical guide for other logistics companies in the region seeking to initiate a process-oriented transformation, contributing to greater competitiveness and standardization in their operations.
This research focused on the application of Business Process Management (BPM) in the Operations Department of PCS Central America, located in San Pedro Sula, an NVOCC logistics company specialized in Less-than-Container Load (LCL) cargo. Due to the lack of documented and standardized processes, the study aimed to redesign operational workflows using the BPM approach, with the objective of improving efficiency, traceability, and service quality. The methodology of this study is framed within a mixed approach (qualitative and quantitative), aimed at understanding and improving operational management. In this regard, semi-structured interviews, documentary analysis, and a review of current procedures were applied, allowing the identification of the main limitations and opportunities for improvement. The findings revealed that operational improvement does not depend solely on costly technologies, but on proper process management. This work offers a practical guide for other logistics companies in the region seeking to initiate a process-oriented transformation, contributing to greater competitiveness and standardization in their operations.
Keywords
Eficiencia operativa, Gestión por procesos, Logística multimodal, NVOCC, Rediseño de procesos