Aplicación del modelo SCOR en la cadena de suministros para mejorar el nivel de servicio de la empresa Unimaq S.A, Trujillo, 2023”
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Date
2024-09
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Publisher
Universidad Nacional de Trujillo
Abstract
La investigación se centró en la aplicación del modelo SCOR en la cadena de suministros
para mejorar el nivel de servicio de Unimaq S.A. a lo largo del año 2023. La iniciativa
fue impulsada por la necesidad de optimizar la calidad de los servicios de reparación que
ofrecía la empresa. Para ello, se adoptó una metodología de diseño experimental de
categorización pre-experimental, incluyendo pruebas pre y post. La muestra seleccionada
incluyó los procesos de la cadena de suministros y los diez principales clientes que
recibieron servicios de reparación y mantenimiento por parte de Unimaq S.A en 2023. A
partir de esta selección, se realizó un diagnóstico del nivel de servicio y de los procesos
de la cadena de suministros mediante la aplicación del modelo SCOR y la evaluación de
la calidad del servicio. Este diagnóstico llevó a la propuesta de soluciones óptimas, que
incluyeron modelos de pronósticos avanzados, automatización de procesos, gestión
PHVA, el modelo SIPOC, el establecimiento de indicadores de control de calidad y la
capacitación del personal. Estas propuestas buscaron una mejora significativa en el
rendimiento de los procesos de la cadena de suministros, destacando mejoras en los
subprocesos de planeamiento de la cadena de suministros y alineamiento entre demanda
y abastecimiento, así como en la producción, distribución, el macroproceso de
devolución, la percepción de calidad y tiempo por parte de los clientes, y el servicio de
postventa. Trayendo consigo aumentos en la eficiencia en diversos subprocesos,
incluyendo planeamiento de la cadena de suministro y alineamiento entre demanda y
abastecimiento, con mejoras de 0,76 y 1,5 puntos respectivamente. La producción
también vio una mejora de 0,42 puntos; alcanzando un total de 2,56. En distribución, se
registró un avance de 0,51 puntos. El macroproceso de devolución experimentó una
mejora de 0,63 puntos. Al final del estudio, se concluyó que la aplicación del modelo
SCOR en la cadena de suministros efectivamente mejoró el nivel de servicio de la
empresa Unimaq S.A., evidenciándose un avance hacia una mejor categorización, con un
90% de los resultados alcanzando un nivel medio y un incremento del 10% al nivel alto
The research focused on the application of the SCOR model in the supply chain to improve the service level of the company Unimaq S.A. throughout the year 2023. The initiative was driven by the need to optimize the quality of repair services offered by the company. To achieve this, a pre-experimental categorization design methodology was adopted, including pre and post-tests. The selected sample included the supply chain processes and the ten main clients who received repair and maintenance services from Unimaq S.A. in 2023.Based on this selection, a diagnosis of the service level and supply chain processes was conducted through the application of the SCOR model and the evaluation of service quality. This diagnosis led to the proposal of optimal solutions, which included advanced forecasting models, process automation, PDCA management, the SIPOC model, the establishment of quality control indicators, and staff training. These proposals aimed for a significant improvement in the performance of the supply chain processes, highlighting improvements in the sub-processes of supply chain planning and alignment between demand and supply, as well as in production, distribution, the return macro-process, customer perception of quality and time, and after-sales service. The study showed increases in efficiency in various sub-processes, including supply chain planning and alignment between demand and supply, with improvements of 0,76 and 1,5 points respectively. Production also saw an improvement of 0,42 points; reaching a total of 2, 56. In distribution, an advance of 0,51 points was recorded. The return macroprocess experienced an improvement of 0,63 points. At the end of the study, it was concluded that the application of the SCOR model in the supply chain effectively improved the service level of the company Unimaq S.A., showing progress towards better categorization, with 90% of the results reaching a medium level and a 10% increase to a high level.
The research focused on the application of the SCOR model in the supply chain to improve the service level of the company Unimaq S.A. throughout the year 2023. The initiative was driven by the need to optimize the quality of repair services offered by the company. To achieve this, a pre-experimental categorization design methodology was adopted, including pre and post-tests. The selected sample included the supply chain processes and the ten main clients who received repair and maintenance services from Unimaq S.A. in 2023.Based on this selection, a diagnosis of the service level and supply chain processes was conducted through the application of the SCOR model and the evaluation of service quality. This diagnosis led to the proposal of optimal solutions, which included advanced forecasting models, process automation, PDCA management, the SIPOC model, the establishment of quality control indicators, and staff training. These proposals aimed for a significant improvement in the performance of the supply chain processes, highlighting improvements in the sub-processes of supply chain planning and alignment between demand and supply, as well as in production, distribution, the return macro-process, customer perception of quality and time, and after-sales service. The study showed increases in efficiency in various sub-processes, including supply chain planning and alignment between demand and supply, with improvements of 0,76 and 1,5 points respectively. Production also saw an improvement of 0,42 points; reaching a total of 2, 56. In distribution, an advance of 0,51 points was recorded. The return macroprocess experienced an improvement of 0,63 points. At the end of the study, it was concluded that the application of the SCOR model in the supply chain effectively improved the service level of the company Unimaq S.A., showing progress towards better categorization, with 90% of the results reaching a medium level and a 10% increase to a high level.
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TECHNOLOGY::Industrial engineering and economy