Propuesta de mejoramiento de los tiempos de respuesta del proceso de inscripción y admisión de la Pontificia Universidad Javeriana Cali aplicando la metodología DMAIC de seis SIGMA

Abstract

The main objective of this work of degree is to elaborate a proposal of improvement of the inscription and admission process of the Pontificia Universidad Javeriana Cali applying the methodology of improvement DMAIC of Six Sigma. To develop this work, an investigation was made on the Six Sigma methodology and the scope of the degree work was established. This methodology is composed of five stages: Define, Measure, Analyze, Improve and finally Control. In the Define stage, unstructured interviews were realized to identify the variables or attributes of quality that are important for applicants in the registration and admission process, with this information the CPC tree of the process was constructed. In addition, the process was characterized using the SIPOC (Suppliers Inputs, Process, Outputs and Customers). In the Measure stage, a data collection plan was established in order to measure the performance of the process based on the perception of the aspirants. The results obtained are graphically presented, and the performance level for each of the CPC tree variables was calculated. Additionally, the performance of the process times that were identified in each of the stages of the process was measured. In the Analyzing stage, a relationship was made between the performance of each one of the variables with the degree of importance established by the aspirants and it was possible to identify the critical variables in the perception of the aspirants. Additionally, a relationship between the critical variables identified through the aspirant's perception and the times of the process was determined, finally determining the root causes associated with the low performances. At the Improvement stage, improvement proposals were formulated in a short or medium term. Finally, in the Control stage, mechanisms are determined that help to maintain the improvements over time and ensure the sustained success of the implemented proposals. In general it is concluded that the application of the Six Sigma methodology is used to identify what is important and critical for the user and also allows to evaluate the performance of what the user is perceiving, thus improving user satisfaction by implementing plans of improvement in the attributes that are critical for the users.