Propuesta de optimización de procesos de negocio aplicando metodología bpm y bpmn en área de ordenamiento territorial de GAD municipal

Abstract

The application of BPM in the business sector is crucial for efficient process management, contributing to sustainable development and improving citizen satisfaction. In the territorial planning area of the Autonomous Decentralized Government (GAD) Municipal, an urgent need has been identified to optimize its workflow to improve operational times and reduce resource usage. To address this issue, the implementation of the Business Process Management (BPM) methodology and Business Process Model and Notation (BPMN) is proposed, aiming to enhance efficiency and process automation. The research adopts a quasi-experimental approach and a methodological design that integrates process analysis and modeling techniques to identify and redesign critical operations. The Bizagi tool is used to create BPMN diagrams, facilitating the understanding of current processes and their desired state (AS-IS - TO-BE). Subsequently, the efficiency and acceptance of the proposed web application are evaluated through surveys conducted with experts and administrative staff. Finally, it is concluded that the process optimization proposal designed for the case study successfully met the stated objectives. The results include optimized workflows, an improved process model, and a methodological framework that the GAD Municipal can use as a basis for implementing continuous improvement strategies within the department. Additionally, the statistical hypothesis test confirmed that the proportion of highly satisfied users significantly exceeds 80%, validating the effectiveness of both the BPM methodology and the applied TO-BE model.