Manual de procesos en la Gasolinera San Antonio Cia. Ltda, mediante la metodología BPM.

Abstract

This degree project aims to design a process manual for the San Antonio Cía. Ltda. Gas Station using the Business Process Management (BPM) methodology. This work seeks to optimize and standardize the company's operations, thus improving its efficiency and competitiveness in the market. The research was developed under a qualitative approach, with a descriptive and applied level. An exhaustive analysis of the current situation of the gas station was developed, identifying crucial areas for operational improvements. The study population included all company employees, covering roles such as administrator, drivers, and dispatchers. Techniques such as open interviews and unstructured field observation were used for data collection. These tools allowed us to obtain a detailed view of current processes, identify inefficiencies, and collect suggestions for improvement directly from those involved in daily operations. As a result, a detailed process manual was designed and formalized based on the principles of BPM. This manual not only describes the current processes but also proposes practical improvements to optimize operational efficiency and increase customer satisfaction. This project contributes significantly to the standardization and improvement of the processes at the San Antonio Cía. Ltda. Gas Station, laying the foundations for more efficient management and better adaptation to market demands. Keywords: process manual, business process management, operational efficiency, optimization.