Journal of Business and entrepreneurial

July - September Vol. 8 - 3 - 2024

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Practical manual for the implementation of service

and process improvement methodologies, quality

models and tools

Manual práctico para la implantación de metodologías de

mejora de servicios y procesos, modelos y herramientas de

calidad

Daniel Mosquera Molina

Anisleydi Téllez Pérez

ABSTRACT

This study seeks to identify the common factors in

the methodologies, practices and management

models, as well as in the quality tools used by leading

national companies through a systematic review in

which the city of Guayaquil was taken as a sample

reference, investigating the achievement of

procedures in institutions that have adopted this

simplification model. It responds to a result of the

research project carried out by students and

teachers of the TES: Practical manual for the

implementation of methodologies for the

improvement of services and processes, models and

quality tools. The authors used instruments such as

interviews, SWOT analysis, Ishikawa diagrams,

among others, to collect qualitative and quantitative

data. The technique used was documentary review,

using record cards as an instrument. The results

obtained allow us to conclude that the authors'

analysis highlights the need to apply specific strategies

to improve organizational efficiency. They also seek

to reflect the impact that quality management has had

on the country's competitiveness. In addition, the

importance of adopting proactive approaches to

* Msc. Instituto Superior Tecnológico Universitario Espíritu Santo,

Guayaquil, Ecuador, dhmosquera2@tes.edu.ec

https://orcid.org/0000-0003-4648-2116

* Msc. Instituto Superior Tecnológico Universitario Espíritu Santo,

Guayaquil, Ecuador, atellez@tes.edu.ec

https://orcid.org/0000-0001-8581-4270

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address the challenges identified in other studies is

emphasized.

Keywords: Methodology, Improvement, Service,

Organizational, Manuals

RESUMEN

Este estudio busca identificar los factores comunes

en las metodologías, prácticas y modelos de gestión,

así como en las herramientas de calidad utilizadas por

empresas líderes a nivel nacional a través de una

revisión sistemática en la que se tomó como

referencia muestral la ciudad de Guayaquil,

indagando sobre la consecución de procedimientos

en instituciones que han adoptado este modelo de

simplificación. Responde a un resultado del proyecto

de investigación realizado por estudiantes y docentes

del TES: Manual práctico para la implantación de

metodologías de mejora de servicios y procesos,

modelos y herramientas de calidad. Los autores

utilizaron instrumentos como entrevistas, análisis

DAFO, diagramas de Ishikawa, entre otros, para la

recogida de datos cualitativos y cuantitativos. La

técnica utilizada fue la revisión documental, utilizando

como instrumento las fichas de registro. Los

resultados obtenidos permiten concluir que el

análisis de los autores destaca la necesidad de aplicar

estrategias específicas para mejorar la eficiencia

organizacional. También buscan reflejar el impacto

que la gestión de la calidad ha tenido en la

competitividad del país. Además, se destaca la

importancia de adoptar enfoques proactivos para

enfrentar los desafíos identificados en otros estudios.

Palabras clave: Metodología, Mejora, Servicio,

Organizacional, Manuales

INTRODUCTION

Within an organization, the implementation of a manual not only establishes clear

guidelines for improving processes and services, but also serves as a fundamental tool to

delineate the responsibilities and roles of each team member. This meticulously crafted

document seeks to standardize practices and procedures, providing a coherent structure

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to guide the effective performance of employees and to empower and improve

Ecuadorian companies.

In the Ecuadorian business context, the management of these roles and the manual itself

can become a subject of controversy. Factors such as resistance to change, lack of clarity

in internal communication and inconsistency in the application of policies can contribute

to this situation, generating additional challenges in the effective implementation of

established guidelines.

Domestic companies face operational efficiency issues such as production delays, high

costs and process inefficiencies. As these companies find themselves in a difficult

scenario, operational efficiency has become a primary concern. Production delays, high

costs and process inefficiencies are recurring problems that hinder their ability to

compete in an increasingly demanding and globalized market (Abril, C., et al., 2015).

These delays not only affect companies' ability to meet market demand in a timely

manner, but can also undermine their long-term profitability and sustainability.

Production delays and high costs are not only operational challenges, but also have a

direct impact on customer satisfaction and company reputation. Today's consumers

demand high-quality products and services, delivered quickly and efficiently. When a

company cannot meet these expectations because of problems in its operations, it risks

losing customers and damaging its brand image (Torres & Huidobro. 2024). In addition,

high costs can reduce profit margins and affect the company's competitiveness in the

marketplace, especially when it faces rivals that can offer lower prices due to greater

operational efficiency.

In a dynamic and highly competitive business environment, addressing operational

efficiency issues has become imperative for the survival and growth of domestic

companies. Organizations must identify the underlying causes of production delays, high

costs and process inefficiencies, and take effective measures to mitigate these challenges

(Urruchi., & Dextre, 2023). This could involve adopting advanced technologies,

overhauling work processes, improving supply chain management, and promoting an

organizational culture geared toward efficiency and innovation. Ultimately, addressing

these issues will not only benefit individual companies, but will also contribute to the

economic growth and competitiveness of the country as a whole.

The objective of this study is to conduct a comprehensive analysis to identify common

factors in management methodologies, practices and models, as well as in the quality

tools used by leading companies. To achieve this purpose, several case studies previously

conducted by other authors in this field will be examined in detail. These studies will

provide a solid base of data and analysis that will allow the identification of trends,

patterns and critical factors that influence the operational efficiency of national

companies. Through this comparative analysis, we will seek to gain a deeper

understanding of the challenges and opportunities faced by these companies in their

quest for process optimization and cost reduction.

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The development of this objective is relevant for several reasons. First, understanding

operations efficiency is critical to the success and competitiveness of any company,

especially in a dynamic and globalized business environment. By examining past case

studies, successful practices and areas for improvement in the application of

improvement methodologies and services can be identified, providing domestic

companies with a practical and applicable framework for optimizing their processes and

reducing costs.

The how of this objective lies in the analytical and comparative approach of the case

studies. The use of rigorous research methodologies allows us to extract relevant data

and critically evaluate the results obtained in each case. This in-depth analysis makes it

possible to identify common patterns as well as significant differences between the

companies studied, providing a global vision of the factors that influence the operational

efficiency of national companies.

The ultimate goal of developing this objective is to contribute to the successful

development and implementation of the Practical Manual for the Implementation of

Improvement Methodologies and Services in national companies. By better

understanding the dynamics of operational efficiency through the case studies, specific

and practical recommendations can be generated to effectively optimize business

processes and reduce costs (Barrera. Jr, J., 2020). This evidence-based approach ensures

that the resulting manual is relevant, applicable and adaptable to the specific needs and

realities of national companies, thus boosting their growth and competitiveness in the

marketplace.

The fundamental purpose of the manual is to ensure that company personnel perform

their activities efficiently and effectively (Del Peru, B., 2020). By providing clear guidelines

and detailed procedures, the manual seeks to optimize the performance of personnel by

guiding them in carrying out their tasks in an organized and systematic manner. In

addition, by setting quality standards and providing guidance on best practices, the

manual helps to ensure that activities are carried out consistently and with satisfactory

results. Practical manuals from national companies

Within these manuals, according to Pizarro, V., & Álvarez, J. (2021), the planning phase

involves defining objectives, strategies and methods for organizing and coordinating

activities. During this phase, it is essential to clearly establish the organization's mission

and vision, as well as to set concrete goals and develop processes to achieve them. In

addition, it is necessary to design activities that can be carried out within a defined period

of time.

According to González, S., et al. (2020), mentions that the implementation of the

continuous improvement methodology has resulted in an increase in the return on

investment through the application of various techniques. This increase is reflected in

higher profits for the organization, which guarantees the satisfaction of investors or

owners and contributes to the stability and success of the company in the long term.

Service methodologies for a company.

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The implementation of methodologies for design and the use of professional design

services translates into an important variety of innovations that support the growth and

continuity of companies in their respective territories (Barragán, L., & Sierra, M., 2021).

This, in turn, boosts the social and economic development of countries by reducing

trade gaps and balancing the trade balance. For years, foreign products have prevailed

over local products, but these methodologies seek to change that dynamic.

According to Armendáriz, K. (2023), the Scrum methodology organizes the activities to

be performed and the product requirements into a set of user stories. These stories

allow an efficient management of the requirements and also define the tasks necessary

to achieve the desired functionality. Each Sprint, in turn, represents a development stage

that culminates in the delivery of a functional product.

As an additional feature to this theoretical framework, it is essential to mention some

aspects of job performance, as cited by Paredes, P. (2021), he states that job

performance refers to the level of execution shown by an employee in carrying out the

responsibilities and tasks assigned in his job. This performance capacity not only

demonstrates the aptitude and ability of the individual, but also has a direct impact on

the team, contributing positively to the overall behavior of the organization.

According to Bustamante, R., et al (2022), it is crucial to consider that the work climate,

being a determinant component of performance in MSMEs in Ecuador, is influenced by

aspects such as communication, leadership, interpersonal relationships, motivation,

participation and performance evaluation, among other factors. These elements have a

direct impact on the configuration of the organizational climate within a company.

MATERIALS AND METHODS

The research process begins with the clear definition of the objective of the study, which

is to conduct a systematic review as a type of research (Villasís, M. et al., 2020), which

analyzes the practical manual for the implementation of improvement methodologies

and services of national companies. The city of Guayaquil will be taken as a sample

reference, investigating the achievement of procedures in institutions that have adopted

this simplification model.

The various improvement and service methodologies employed by national companies,

and some authors used tools such as staff interviews, SWOT matrix analysis and the

Ishikawa diagram to collect data, which were of great use for the detailed analysis of the

various national companies (Moya, E., 2021).

In order to carry out the systematic review, a qualitative and quantitative documentary

research technique is used (Monsalve, E. et al, 2021). An exhaustive compilation of the

selected theses is made, extracting relevant information related to the implementation

of improvement methodologies and services in national companies, as well as the aspects

dealt with in the respective practical manuals. During this process, documentary record

cards are used as an instrument to organize and systematize the information collected

from each of the theses reviewed.

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Once all the relevant information has been compiled, we proceed to a critical and

comparative analysis of the findings obtained. The methodologies used, the results

obtained and the conclusions of each study are examined, identifying similarities,

differences and emerging trends. This analysis allows obtaining a comprehensive and

well-founded vision on the implementation of improvement methodologies and services

in private companies, as well as the practices suggested in the respective practical

manuals, thus providing a significant contribution to the body of knowledge in the field

of business management.

RESULTS

In the research of Cueva, J. (2021), interviews, SWOT matrix analysis and the Ishikawa

diagram were used to address the question about the proposal of a strategy to improve

the performance and management of the company based on the area of work. The

results indicated that it is suggested to strengthen the search for new clients and to

develop a referral plan strategy among clients. In addition, the creation of learning and

development programs, the reorganization and reconstruction of the warehouse, as well

as the prioritization of customer requirements are proposed.

The results obtained from the study by Rudas, L., (2017), demonstrate with concrete

data how the introduction of a Risk Management Model in a company dedicated to the

execution of projects has a favorable effect, visible in palpable advantages such as cost

reduction, quality assurance and timeliness in the execution of projects according to

schedule.

The merger of management systems emerges as an outstanding tactic for any entity that

aspires to improve its profitability and reliability of results. An important finding lies in

the prevention of repetition of tasks, documentation and audits common to all three

systems, resulting in significant cost reduction and time savings (Irurita, J. 2012).

According to Muñoz, F. (2018), in their study, 67% of respondents reported difficulties

in collaborating with other areas, thus supporting the previously mentioned. On the

other hand, 33% indicated not experiencing this type of problems. In a functional

organizational structure such as the one currently adopted by the company, each

department is assigned specific responsibilities; however, it is crucial that these functions

operate in a joint and coordinated manner to achieve effective results, as advocated by

process-based business management. Interviews with executives also revealed

coordination challenges, particularly highlighting the lack of synchronization between the

execution and purchasing areas.

The results obtained from the study conducted by Manchay, N. (2015), indicate the

presence of superfluous activities in the production procedures, which results in the loss

of time and, consequently, in economic losses for the company. They also point out the

lack of training among team members regarding new products and the correct planning

of their work. In response to this, it is proposed to improve the quality of processes by

systematically identifying and subsequently eliminating problems and implementing

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continuous improvements in procedures. This strategy is aimed at improving employee

productivity and well-being, generating efficiency, effectiveness and productivity under

quality standards.

According to the study conducted by Perez, R. (2011) on the design of a behavioral

simulator for LEAN-based business management training, it points out that the

integration of such a simulator should be consistently adjusted to the user's professional

development plan, ensuring its relevance with respect to individual needs or the

company's strategic objectives. Furthermore, it is suggested that the same platform could

be adapted for use in various contexts simply by incorporating new projects and updating

the database, giving the Lean Simulator significant versatility and effectiveness.

One of the authors stresses the need to implement learning and development programs

for personnel, suggesting a focus on continuous growth and training as fundamental

pillars for organizational improvement. The proposal to reorganize and rebuild the

warehouse highlights the relevance of the physical infrastructure in the company's

operational and logistical performance. Finally, the prioritization of customer

requirements highlights the importance of focusing on customer needs and expectations

as a key element for business success.

The detailed analysis of the data presented by Rudas, L., (2017), reveals the significant

impact of implementing a Risk Management Model in an organization focused on project

development. These concrete data offer a clear view of the tangible benefits obtained,

which include a noticeable reduction in costs associated with projects, an increase in

quality assurance of deliverables and an improvement in the ability to meet established

deadlines.

These results not only support the effectiveness of the risk management model, but also

underscore its critical relevance in improving overall organizational performance. The

evidence provided reflects the importance of implementing proactive strategies to

identify, assess and mitigate risks associated with projects, which can translate directly

into greater success and operational efficiency in the development and execution of

business projects.

Irurita, J. (2012) highlights the importance of integrating management systems as a key

strategy to improve profitability and reliability of results in organizations. It highlights the

main benefit of avoiding duplication of activities, documentation and audits between

systems, which leads to significant cost reduction and time savings. This integration

allows for greater operational efficiency by optimizing processes and available resources,

which in turn contributes to improved competitiveness and overall organizational

performance. It also suggests that the integration of management systems can be

instrumental in achieving broader strategic objectives and fostering a more holistic

approach to business management.

The research by Muñoz, F. (2018), reveals an important problem of coordination

between areas within organizations. It is noted that 67% of respondents face difficulties

in working collaboratively with other departments, which underlines the relevance of

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interdepartmental coordination to achieve operational efficiency. This situation arises in

the context of a functional structure where each area has specific roles, but must

function in an integrated manner to achieve optimal results, according to the principles

of process management. This analysis highlights the need to address communication and

coordination barriers within organizations to improve their performance and achieve

their strategic objectives.

The findings of the research conducted by Manchay, N. (2015), which evidence several

challenges in the company's production processes. It highlights the existence of

redundant activities that consume time and resources, resulting in economic losses. In

addition, emphasis is placed on the lack of staff training in relation to new products and

effective planning of their tasks. To address these shortcomings, a strategy focused on

continuous process improvement is proposed, with a focus on the systematic

identification and elimination of problems. It is emphasized that this improvement not

only seeks to increase the company's productivity, but also to improve employee well-

being. Ultimately, it emphasizes the importance of achieving efficiency, effectiveness and

productivity within the organization, all under quality standards. This analysis suggests

the need to implement concrete measures to optimize processes and strengthen the

company's competitiveness in the market.

Perez, R. (2011) research on the design of a behavioral simulator for LEAN-based

business management training. It highlights the importance of integrating the use of the

simulator into the user's professional development plan, thus ensuring its relevance to

individual needs or the organization's strategic objectives. In addition, it highlights the

versatility of the simulator, which can be adapted for use in different contexts simply by

incorporating new projects and updating the database. This analysis highlights the

usefulness of the simulator as a flexible and powerful tool for business management

training, capable of adapting to various situations and training needs.

Following this discussion, the question arises as to the real impact of the implementation

of these methodologies on the improvement of the services offered by national

companies, as well as their influence on competitiveness and sustainability in the long

term. In addition, questions are raised about the challenges and obstacles that may arise

during the implementation process, as well as the most effective strategies to overcome

them. In this sense, new studies could investigate the perception and experience of

companies that have adopted these methodologies, as well as the comparative analysis

of companies that have successfully implemented them versus those that have faced

difficulties. Also, emerging trends in improvement methodologies and services, and their

adaptability to different industries and business contexts, could be explored in greater

depth.

CONCLUSIONS

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According to the results obtained from the analysis of the different authors, we can

conclude that both authors present research that highlights the importance of

implementing specific strategies to improve organizational performance and efficiency.

Others highlight the effectiveness of a Risk Management Model in the context of business

projects, showing significant reductions in costs, improvements in quality and compliance

with deadlines. On the other hand, the integration of management systems is also

emphasized as a key strategy to improve profitability and reliability of results, highlighting

operational efficiency and improved competitiveness as key results.

Other studies highlight the importance of implementing proactive approaches to address

the challenges identified. Risk management is proposed as an effective tool to identify

and mitigate potential problems in projects, which translates into greater success and

efficiency in their execution. On the other hand, the integration of management systems

is highlighted as a way to optimize processes and resources, which contributes to

improve the competitiveness and overall performance of the organization.

Both studies emphasize the importance of implementing specific strategies to address

the organizational challenges identified, whether in project management or process

optimization. These studies provide valuable insights to improve business performance

and highlight the need to tailor approaches according to the needs and characteristics of

each organization.

Finally, the exhaustive analysis of efficiency in the operations of national companies, with

a particular focus on aspects related to production and costs, represents a crucial

objective for evaluating and improving the competitiveness and sustainability of these

organizations in today's market. Through a detailed examination of production

processes, we seek to identify areas of opportunity to optimize resource utilization,

reduce waste and improve product quality. The effectiveness of this analysis depends

largely on the availability and quality of the data collected, as well as the ability of

companies to interpret and act on the findings. In many cases, national companies face

challenges in collecting accurate data and implementing effective corrective actions due

to resource and technical capacity constraints.

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