Publication: Análisis de situación y propuestas de mejora para el departamento de Service Delivery
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Publication date
2016-10-06
Defense date
2014-09-21
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Abstract
Este trabajo de fin de grado se ha podido realizar gracias a una beca que empezó hace 10 meses y que me ha permitido conocer y analizar el funcionamiento del departamento de servicios de una empresa dedicada al sector sanitario.
En una primera instancia se hará una introducción previa al cuerpo del proyecto, en dicho capitulo introductorio se presentará la empresa desde la globalidad del conglomerado de la compañía hasta llegar al departamento de Service Delivery. Acto seguido se definirán los objetivos que se persiguen en este proyecto, qué planificación y desarrollo se ha definido para el mismo y cómo se ha estructurado el documento para presentar dicho proyecto.
Una vez que planteado el proyecto empieza su desarrollo, dividido en tres grandes partes. En la primera de ellas se evaluarán algunas de las necesidades detectadas o surgidas durante la beca en el departamento de Service Delivery, el proceso de evaluación consistirá primero en situar dentro de contexto la necesidad mediante la explicación del entorno donde surge la misma; acto seguido se expondrá cuál es el proceso que se está siguiendo en la actualidad en el ámbito en que surge la necesidad, se definirá un nuevo proceso que mejore el anterior y se analizará el impacto económico que tendría dicha propuesta.
Después de haber plasmado las propuestas de mejora se procederá a desarrollarlas, en líneas generales, en base a las directrices que marca la Guía del PMBOK. Antes de empezar con el desarrollo se hará una breve introducción a dicha guía para después explicar sus diferentes procesos y cómo sería su aplicación para proyectos de la empresa. No obstante, para cada una de las propuestas transformadas en proyecto se desarrollarán más en profundidad los subprocesos clave para la gestión y dirección de proyectos.
La última línea base del proyecto consistirá en el análisis y diseño de uno de los proyectos previamente mencionados, en este apartado se llevará a cabo un desarrollo más técnico del proyecto.
Para finalizar se terminará con la conclusión del desarrollo de los proyectos y con las posibles mejoras que se podrían incluir en los mismos, así como las mejoras que podría sufrir este documento en sí debido al resto de líneas de desarrollo y gestión de proyectos pendientes de documentar.
This Final Year Project has been possible thanks to an internship that began 10 months ago and which has let me understand and analyze how the Service Delivery department of a healthcare company works. First of all, before we start with the body of the project it’s necessary to introduce it. The introduction chapter will have a brief introduction of the whole company and of the Service Delivery department. After that, the goals aimed in this project and its planning and development will be define to finally show how this document has been structured in order to make this project happen. Once the project has been outlined we can begin its development, it has been divided in three majors parts. In the first of them some of the needs detected or that has come up during the internship will be evaluated, this evaluation process will consist of placing in context the detected need by means of the explanation of the environment from which the need came up, defining the current process and a new one which can improve it, and finally analyzing the economic impact that this new design will have. After the new designs have been defined, we will proceed to develop each of them in general terms based on the guideline of the PMBOK guide. First of all, we will make a brief introduction to the guide so then we can start to explain its different processes and how they will be applied in the department projects. Despite this, for each one of the projects some of the key subprocesses for the management and direction of projects will be defined and developed. The last part of this project will consist of the analysis and design of one the previously mentioned projects; in this chapter a more technical development of the project will be done. Finally, we will end with the conclusions of the projects development and its possible improvements for the product itself and for its documentation, that is, the improvement of this whole project.
This Final Year Project has been possible thanks to an internship that began 10 months ago and which has let me understand and analyze how the Service Delivery department of a healthcare company works. First of all, before we start with the body of the project it’s necessary to introduce it. The introduction chapter will have a brief introduction of the whole company and of the Service Delivery department. After that, the goals aimed in this project and its planning and development will be define to finally show how this document has been structured in order to make this project happen. Once the project has been outlined we can begin its development, it has been divided in three majors parts. In the first of them some of the needs detected or that has come up during the internship will be evaluated, this evaluation process will consist of placing in context the detected need by means of the explanation of the environment from which the need came up, defining the current process and a new one which can improve it, and finally analyzing the economic impact that this new design will have. After the new designs have been defined, we will proceed to develop each of them in general terms based on the guideline of the PMBOK guide. First of all, we will make a brief introduction to the guide so then we can start to explain its different processes and how they will be applied in the department projects. Despite this, for each one of the projects some of the key subprocesses for the management and direction of projects will be defined and developed. The last part of this project will consist of the analysis and design of one the previously mentioned projects; in this chapter a more technical development of the project will be done. Finally, we will end with the conclusions of the projects development and its possible improvements for the product itself and for its documentation, that is, the improvement of this whole project.
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Keywords
Informática de gestión, Dirección de empresas, Empresas de servicios, Sanidad