Propuesta de mejora del plan de circulación para la línea 5 del Metro en base a la absorción de demanda y nivel de costos operativos
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Fecha
2011
Profesor/a Guía
Facultad/escuela
Idioma
es
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad Andrés Bello
Nombre de Curso
Licencia CC
Licencia CC
Resumen
En el estudio realizado se pudo obtener como resultado una
disminución de los índices de error de demanda, y un ahorro
significativo en lo que se refiere a costos de operación en el Proceso de
"Generación de Planes de Circulación". Los resultados se obtuvieron
mediante el análisis de herramientas que describen el funcionamiento
del proceso y sus relaciones, como lo son del "Mapa de Proceso" y el
"Flujo grama", además de la correlación de los datos extraídos de
diferentes Departamentos de la Empresa. En el análisis, se
identificaron errores de enfoques y forma, que afectan al proceso actual,
que hacen que el producto obtenido actualmente genere deficiencias en
el servicio final que presta Metro S.A. Estos errores fueron corregidos
reorientando el proceso a la satisfacción de la demanda, los costos
totales y los costos de pérdida de calidad. Se generó un nuevo Plan de
Circulación, en el cual se identificaron todos los proveedores y
potenciales clientes internos, se procuró el uso eficiente de los recursos
(trenes) en la operación durante periodos de menor demanda, y se logró
enlazar el proceso con el cliente externo, mediante una función que
correlaciona índices de error de demanda con los reclamos del cliente
final; lográndose así valorar monetariamente el "Costo de Pérdida de
Calidad" en el servicio final , que es generado por un proceso intermedio
deficiente. Por otra parte el plan propuesto cumple con casi la totalidad
de las metas impuestas por la empresa, sin la necesidad de recurrir a
inversiones de tipo monetario por parte de Metro S.A. con lo cual se
evalúa de manera satisfactoria el nuevo plan de circulación de trenes
para la línea 5 , basándonos en la absorción de demanda y sus costos
operativos.
In the study could be obtained as a result a decrease in error rates of demand, and significant savings in terms of operating costs in the process of "Generation Traffic Plan." The results were obtained by analyzing tools that describe how the process works and their relationships, such as the "Process Map" and "Flow chart" as well as the correlation of data from different departments of the Company. In the analysis, errors were identified approaches and form, affecting the current process, which makes the product obtained currently, make deficient in the final service provided by Metro SA. These errors were corrected by redirecting the process to the satisfaction of demand, total costs and costs of loss of quality. Generating a new Traffic Pla n, which identified all potential suppliers and interna! customers, sought the efficient use of resources (trains) in operation during periods of low demand, and managed to link the process with the customer externa! by a function that error rates correlate with the with the end customer complaints, thus achieving a valuation on the "Cost of Quality Loss" in the final service, which is generated by an intermedia te process deficient. Moreover, the proposed plan meets almost all goals set by the company, without the need for monetary-type investments by Metro SA, thus successfully evaluated the new Traffic Plan for line 5 , based on the absorption of application and its operating costs.
In the study could be obtained as a result a decrease in error rates of demand, and significant savings in terms of operating costs in the process of "Generation Traffic Plan." The results were obtained by analyzing tools that describe how the process works and their relationships, such as the "Process Map" and "Flow chart" as well as the correlation of data from different departments of the Company. In the analysis, errors were identified approaches and form, affecting the current process, which makes the product obtained currently, make deficient in the final service provided by Metro SA. These errors were corrected by redirecting the process to the satisfaction of demand, total costs and costs of loss of quality. Generating a new Traffic Pla n, which identified all potential suppliers and interna! customers, sought the efficient use of resources (trains) in operation during periods of low demand, and managed to link the process with the customer externa! by a function that error rates correlate with the with the end customer complaints, thus achieving a valuation on the "Cost of Quality Loss" in the final service, which is generated by an intermedia te process deficient. Moreover, the proposed plan meets almost all goals set by the company, without the need for monetary-type investments by Metro SA, thus successfully evaluated the new Traffic Plan for line 5 , based on the absorption of application and its operating costs.
Notas
Tesis (Ingeniero Industrial)
Palabras clave
Empresa de Transporte de Pasajeros Metro (Chile), Reingeniería, Planificación Estratégica