Universidad Tecnológica de Querétaro
Firmado digitalmente por Universidad Tecnológica de Querétaro Nombre de reconocimiento (DN): cn=Universidad Tecnológica de Querétaro, o=Universidad Tecnológica de Querétaro, ou,
[email protected],
[email protected] du.mx, c=MX Fecha: 2012.09.14 08:43:59 -05'00'
UNIVERSIDAD TECNOLÓGICA DE QUERÉTARO
Nombre del Proyecto: “ELABORACIÓN “ELABORACIÓN DE MAPEO M APEO DE FLUJO DE VALOR DE LA L A EMPRESA ESAL”
Empresa: EQUIPOS Y SUMINISTROS AGUA LIMPIA S.A DE C.V C .V
Memoria que como parte de los requisitos para obtener el título tí tulo de: INGENIERO EN PROCESOS Y OPERACIONES INDUSTRIALES
Presenta: SOSA CAPUCHINO AMELIA EUNICE
Asesor UTEQ DR. IGNACIO ROJAS R.
Asesor Empresa ING. ANTONIO VERDUZCO S.
Santiago de Querétaro, Querétaro, Qro. Septiembre del 2012
1
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RESUMEN Actualmente las organizaciones sufren de diversos desperfectos en el flujo de la información de los departamentos, en este caso en la empresa ESAL se le proporciono el apoyo de una herramienta útil que es requerida para llevar a cabo un servicio de manera eficaz al cliente. Value Stream Mapping (VSM) como es conocida, es una herramienta que se desarrolló a lo largo de este proyecto con el fin de mejorar el flujo de información de la organización. Su aplicación se expendio desde la identificación del producto, hasta el destino (cliente), en el cual se visualizó el mapa del flujo actual, mostrando los pasos actuales, las demoras y los flujos de información necesarios para entregar los servicios finales. Considerando un estándar de símbolos para representar la entidades de la cadena de suministro. Evaluando el estado de flujo de valor actual mediante la eliminación de los residuos e identificando las fuentes de desperdicio y cuellos de botella que restringían el proceso, y a partir de ahí se realizo un mapa del estado futuro esperado; en la implementaciónlos resultados más notorios se percataran en un lapso de tiempo de 4 a 6 meses debido que intervienen variantes como la adaptación del personal y los nuevos formatos que se proporcionan para ser más eficiente el departamento de compras, que es el principal afectado.
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ABSTRACT Organizations currently suffer from various defects in the information flow of the departments, in this case the company ESAL support was provided a useful tool which is required to perform effectively service the client. Value Steam Mapping (VSM) as is known, is a tool that was developed during this project to improve the flow of organizational information. Its application is retailing from product identification to the destination (client), which was visualized in the current flow map showing the current steps, delays, and information flows required to deliver the final services. Whereas a standard symbol to represent the entities of the supply chain. Assessing the state of current value stream by eliminating waste and identifying sources of waste and bottlenecks restricting the process, and from there took place a map of the expected future state, in implementing the most notorious is watching in a span of 4 to 6 months because of variations involved the adaptation of staff and new formats that are provided to streamline the purchasing department, which is the most affected.
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ÍNDICE Página Resumen
2
Abstract
3
Índice
4
I.
INTRODUCCIÓN
7
II.
ANTECEDENTES
8
III.
JUSTIFICACIÓN
8
IV.
OBJETIVOS
8
V.
ALCANCES
8
VI.
FUNDAMENTACIÓN TEORICA
9
VI.I
Mapeo del Flujo de Valor (Materiales e Información)
9
VI. II Guía paso a paso para hacer un mapa de flujo de valor
9
VI.II.I Paso 1: Identificar Identificar la familia de producto
9
VI.II.II Paso 2: Identificar el diagrama SIPOC
10
VI.II.III Paso 3: Diagrama del Estado Actual
11
VI.II.IV Paso 4: Elaboración del diagrama del estado futuro
13
VI.II.V Paso 5:Plan de implementación
13
VII.
15
PLAN DE ACTIVIDADES
VII.I Etapa 1: Recorrido por la empresa y conocimiento de las
16
instalaciones VII.II Etapa 2: Asignación del proyecto
16
VII.III Etapa 3: Guía paso a paso para la elaboración
16
VII.IV Etapa 4: Primer paso: Identificar la familia del producto
16
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VII.VII Etapa 7: Cuarto paso: Elaboración del diagrama del estado futuro
16
VII.VIII Etapa 8: Quinto paso: Plan de implementación
17
VII.IX Etapa 9: Elaboración de la presentación en Power Point
17
VII.X Etapa 10: Elaboración de resultados y conclusiones
17
VIII.
RECURSOS MATERIALES Y HUMANOS
17
IX.
DESARROLLO DEL PROYECTO
18
IX.I Etapa 1: Recorrido por la empresa y conocimiento de las
18
instalaciones IX.II Etapa 2: Asignación del proyecto
18
IX.III Etapa 3: Guía paso a paso para la elaboración
18
IX.IV Etapa 4: Primer paso: Identificar la la familia familia del servicio
19
IX.V Etapa 5: Segundo Paso: Mapa SIPOC
22
IX.V.I Segundo Paso: Mapa SIPOC
23
IX.VI Etapa 6: Tercer paso: Elaboración del diagrama del estado actual
23
IX.VII Etapa 7: Cuarto paso: Elaboración del diagrama del estado futuro
24
IX.VII.I Sugerencias para mejorar el proceso
26
IX.VIII Etapa 8: Quinto paso: Plan de implementación
28
IX.IX Etapa 9: Realización de la presentación en Power Point
31
X.
RESULTADOS OBTENIDOS
31
XI.
ANALISIS DE RIESGOS
34
XII.
CONCLUSIONES
35
XIII.
RECOMENDACIONES
36
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Figura 6.1
10
Figura 9.2
19
Figura 9.3
23
Figura 9.4
24
Figura 9.5
27
Figura 9.6
29
Figura 9.7
30
Figura 10.8
30
Figura 10.9
31
ÍNDICE DE TABLAS
6
Tabla 6.1
12
Tabla 6.2
13
Tabla 7.3
14
Tabla 9.4
20
Tabla 13.5
33
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I. INTRODUCCIÓN El presente proyecto trata sobre el desarrollo de una metodología para mejorar el flujo de información de la empresa ESAL con el fin de determinar planes de acción que ayuden a identificar los principales problemas de cada departamento y darle solución para hacer más eficiente el flujo de información de la organización. Para lograr un mapeo de flujo de información de la empresa, se realizó y se siguieron los siguientes pasos: 1) Identificación de la familia del servicio. 2) Identificación del Diagrama Diagrama SIPOC. 3) Elaboración del diagrama del estado actual. 4) Elaboración del diagrama del estado futuro. 5) Plan de implementación. De los cuales, los primeros tres pasos, sirvieron de guía para visualizar y encontrar la fuente de las demoras que ocasionaba las fallas en la organización. Con el apoyo y colaboración que proporcionaba el personal encargado de cada departamento posteriormente se realizó el estado actual de la empresa es aquí donde se identificó los principales tipos de desperdicios, una vez que estos fueron identificados se priorizaron y de esta manera se determinó qué técnicas son necesariaspara lograr eliminarlos, la elección de la
técnica más apropiada se la realizóde manera conjunta con los
representantes de la empresa para así lograr establecer la mejor opción que ayudará a resolver los problemas que actualmente están presentes. Cabe mencionar que el plan de implementación se obtendrá resultados a largo
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II. ANTECEDENTES Previamente en la la empresa ESAL ESAL contaba con una deficiente gestión en sus departamentos lo cual ocasionaba demoras en la entrega final de su servicio. La falta de integración y conocimiento de la secuencia de actividades ocasionaba un despilfarro que le agrega valor al Servicio final de la la organización lo cual no permitía visualizar y ayudar a identificar fuentes de ventaja competitiva, competitiva, esta es la razón del porque se optó para elaborar un mapeo de flujo de valor es para la visualización visualización completa del servicio que realiza ESAL. Además de que se establecerá un plan de acciones de mejoraymostrará la interacción entre el flujo de información y el flujo del material el cual contendrá un lenguaje común de referencia que se mostrara en cada uno de las actividades; ayudando a la detección de las demoras y la fuente del mismo flujo de valor que a su vez permitirá un aumentando de los márgenes de ganancia.
II. JUSTIFICACIÓN Se optó por la elaboración de un mapeo de flujo de valor ya que no se había hecho anteriormente y porque hay deficiencias en la comunicación de un departamento a otro, falta de control y flujo de información ocasionado demoras en la entrega eficaz del servicio. Por lo que se decidió realizar un estudio para la elaboración de un mapeo de flujo de valor para la empresa ESAL
IV.OBJETIVO Elaboración de mapeo de flujo de valor de la empresa ESAL para una mejor
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VI. FUNDAMENTACIÓN TEÓRICA VI.I Mapeo del Flujo de Valor (Materiales e Información) Mapeo de Flujo de Valor (VSM por sus siglas en inglés ValueStreamMapping), es una herramienta que permite ver y entender el flujo de información, permitiendo detectar fuentes de ventaja competitiva, ayudando a establecer un lenguaje común entre todos los usuarios del mismo y comunicando ideas de mejora enfocado al uso de un plan priorizando los esfuerzos de mejoramiento. Un flujo de valor muestra la secuencia y el movimiento de lo que el cliente le interesa y compra. Es la técnica de dibujar un “mapa” o diagrama de flujo, muestra como la información fluyen de “puerta a puerta” desde el proveedor hasta el cliente buscando
reducir y eliminar desperdicios, pudiendo ser útil para la planeación estratégica y la gestión del cambio.
VI. IV GUÍAPASO A PASO PARA HACER UN MAPA DE FLUJO DE VALOR VI. I Paso 1: Identificar la familia de producto a) Selección de un grupo de 3 a 5 personas que conozcan el proceso que se va va a mapear. Se debe recorrer el sistema buscando captar todos los detalles. Personas con una actitud positiva al cambio y mente abierta. Seleccionar el líder que coordinara las actividades y que tenga la capacidad de mantener al equipo enfocado en lograr resultados. b) Después de que el equipo seleccionado conoce el procedimiento a seguir deberá
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VI.II Paso 2: Identificar el diagramaSIPOC (Supplier-Input-Process-Output-Customer (Supplier-Input-Process-Output -Customer o mejor dicho en español Mapa del Proveedor-Entradas-Proceso-Salidas-Cliente) SIPOC es un diagrama cuyo nombre proviene de las siglas en inglés, que en español se traducen como: Proveedores que intervienen en el servicio, Entradas al servicio, Proceso que se quiere mejorar, Salidas del proceso y Clientes que reciben el producto terminado. La función de esta herramienta es identificar todos los elementosrelevantes dentro la mejora antes de que el trabajo comience. Ayuda a simplificar procesos complejos ya que los presenta de una manera gráfica. En la figura 6.1 se muestra un ejemplo de un diagrama SIPOC que se representa de manera generalindicando las entradas- proveedor, el proceso
en este este caso el flujo de de
información y las salidas- cliente. Proveedor
Entrada
Proceso
Salida
Cliente
Figura 6.1 Diagrama SIPOC
Para preparar este diagrama deben seguirse los siguientes pasos: 1. Dividir el proceso en las fases del proceso que se consideren relevantes. 2. Establecer los materiales o servicios externos que se reciben en cada fase. Se indican en la columna “Entradas”.
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VI.III Paso 3:Diagrama del Estado Actual Este diagrama indica cual es la secuencia de trabajo mostrando los sistemas de trabajo como actualmente existen. Esto es vital para entender las necesidades para el cambio y para entender donde se encuentran las oportunidades de mejora. El grupo seleccionado en la 1° Paso deberá enfocarse particularmente en sus observaciones e información que los miembros del grupo que brinden información real, debiéndose apegar en sus funciones de lo que se hace actualmente y no a lo que se debería estar haciendo en base a su criterio. Teniendo toda la información y anotaciones recopiladas de cada uno de los departamentos se elabora el flujo de información de entrada y salidas, para un enfoque visual se recurrirá a situar cada una de las actividades, funciones en el mapeo de flujo de valor; el cual se manejaran los siguientes iconos que se muestra en la Tabla 6.1 para establecer un mejor entendimiento de cada una de las actividades que desempeña cada departamento.Aquí se muestra la simbología que se utiliza en el mapeo de flujo de valor, en la cual cual se muestran el símbolo y su descripción siendo estándares únicos o generalizados representan las actividades actividades desarrolladas en la empresa ESAL. Tabla 6.1 Simbología utilizada en el mapeo de flujo de valor.
Icono
Descripción Este icono representa al cliente situado en la parte superior
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Estas flechas representan el movimiento del material de los proveedores Envíos Esta flecha rallada representa el “push” o empuje de material de un proceso a otro. El modo de trabajar “push” significa que un proceso
Transporte
produce una cantidaddeterminada sin preocuparse de las necesidades del proceso siguiente.
Flujo de Información Manual
Flujo de Información
Una flecha delgada y recta representa el flujo de información general como informes, planes de producción, reportes y demás que son enviados vía manual a través de las personas.
Esta flecha delgada en forma de zig-zag representa el flujo de información electrónica vía Internet.
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VI.IV Paso 4:Elaboración del diagrama del estado futuro El Mapeo del Estado Futuro del flujo de valor ayuda a desarrollar la estrategia de mejora. Para llegar al estado deseado se analiza la prioridad de las oportunidades de mejora, el flujo de la información además de apoya en una herramienta de mejora ECRS (Eliminar, Combinar, Re arreglar y Simplificar) que se muestra en la Tabla 6.2. Es una herramienta que se emplea para identificar todas y cada una de las actividades que ocasionan demoras y a su vez se evalúa de tal manera que brindan una solución rápida y confiable a trabes de los cuatro cuestionamientos, se pueden eliminar, combinar, rearreglar o simplificar. Tabla 6.2 Tipos de ECRS, más comúnmente aplicados.
Eliminar
¿Puede ser posible eliminar el paso o proceso?
Combinar
¿Puede ser posible combinar el proceso con otro paso?
Re arreglar
¿Puede ser posible arreglar la actividad con otra?
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Se pueden circular estos segmentos en el mapa de estado futuro, para ayudarte a ver el flujo en los segmentos que forman la cadena de valor. Estos segmentos permiten dividir la implementación en partes más manejables.
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VII.PLAN DE ACTIVIDADES Para cumplir con la elaboración y desarrollo de cada una de las etapas del proyecto se planificó, programo y establecían un orden en el cual se muestra en la tabla 7.3 el plan de las actividades a desempeñar en un transcurso de 4 meses. Tabla 7.3 Plan de actividades en donde se se muestra el avance programado programado y el avance real siendo. MAYO
ACTIVIDAD 1
Recorrido por la empresa y conocimiento de las instalaciones
2
Asignación del proyecto proyecto
3
Guía paso a paso para la elaboración
4
Primer paso: Identificar la familia del producto
5
Segundo paso: Identificar Diagrama SIPOC
6 7 8 9 10
Tercer paso: Elaboración del diagrama del estado actual Cuarto paso: Elaboración del diagrama del estado futuro Quinto paso: Plan de implementación Realización de la presentación en Power Point Elaboración de resultados y conclusiones P= Avance programado
07-11
P R P R P R P R P R P R P R P R P R P R
14-18
21-25
JUNIO 28-01
04-08
11-15
18-22
JULIO 25-29
02-06
09-13
16-20
AGOSTO 23-27
30-03
06-10
13-17
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VII.I Etapa 1: Recorrido por la empresa y conocimiento de las instalaciones La primera etapa del proyecto consistiráen tomar una inducción para conocer la empresa, y sus diferentes instalaciones. Se efectuará un recorrido en toda la empresa para conocer la manera en que trabajan departamento a otro.
VII.II Etapa 2: Asignación del proyecto Identificar y analizar las deficiencias de la empresa dándole prioridad a la que ocasiona desperfectos continuos en la organización.
VII.III Etapa 3: Guía paso a paso para la elaboración Se preparará una guía que orientará la serie de etapas que que estará constituido el proyecto.
VII.IV Etapa 4: Primer paso: Identificar la familia del producto Seleccionar aun integrante de cada departamento que se conforma la empresa, posteriormente proceder una serie de preguntas, con el fin de conocer el
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VII.VIII Etapa 8: Quinto paso: Plan de implementación Aquí se describirá descr ibirá como se planea llevar a cabo la implementación de las mejoras realizadas en el mapeo de flujo de valor.
VII.IX Etapa 9: Elaboración de la presentación en Power Point Se recopilaráun conjunto de información en Power Point para la presentación ante el personal de ESAL, para dar a conocer el análisis y desarrollo del proyecto.
VII.X Etapa 10: Elaboración de resultados y conclusiones Llevar a cabo el concentrado de resultados y conclusiones del proyecto.
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IX. DESARROLLO DEL PROYECTO IX.I Etapa 1: Recorrido por la empresa y conocimiento de las instalaciones La primera etapa del proyecto consistió en el recorrido de inducción para conocer sus diferentes instalaciones. Identificando cada uno de los departamentos de ingeniería, administración, contabilidad y compras, con el fin de familiarizarse y conocer la función que realiza cada área.
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detectar, controlar y mejorar el flujo de información de la organización con el fin de trabajar eficaz y eficientemente.
IX.III Etapa 3: Guía paso a paso para la elaboración Para ejecutar un proyecto eficaz, se realizó una amplia investigación para la elaboración de un VSM (Mapeo de Flujo de Valor).De manera simplificada se elaboro una guía paso a paso en donde se muestra de manera ordenada cada uno de las actividades que se llevaran a cabo como lo muestra la figura 9.2.
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IX. IV. I. Primer paso: Identificar Identificar la familia familia del servicio Primeramente seintegrará una persona de cada departamento y con el apoyo del cuestionario que se representan la Tabla 9.4 Se les interrogo a cada uno de los empleados, en donde se dio a conocer cómo es que trabajan en la organización, los pasos que llevan a cabo para la elaboración de cada determinada actividad, de manera general se da a conocer la documentación e información que se maneja en ESAL y a su vez sirviendo como una herramienta eficaz para la elaboración del mapeo de flujo de valor.
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Cantidad, funciones, características
¿Quién
lo
realiza?
Todos
los
departamentosinvolucrados.
¿Qué realiza? Actividades y documentación con referente a la documentación requerida en cada proyecto.
¿Cuándo lo realiza?Desde que se asignan los los proyectos toda la organización se les delega las actividades correspondientes.
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IX.V Etapa 5 Previamente antes de realizar el primer paso para la elaborar del VSM seidentificolo siguiente en el flujo de información de la empresa ESAL:
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IX.V.I Segundo Paso: Mapa SIPOC (Supplier-Input-Process-Output-Customer) (Proveedor-Entradas-Proceso-Salidas-Cliente)
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Lo que ocasiona la ejecución de trabajo innecesario (no solicitado).
Espera del siguiente proceso: finanzas esta a la espera de que el departamento de compras libere la orden de compra.
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IX.VII.I Sugerencias para mejorar el proceso: Restablecer y delegar las actividades que despeña el departamento de
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