REDISEÑO DEL PROCESO DE SOLICITUD DE SOPORTE TÉCNICO CON ENFOQUE DE ARQUITECTURA EMPRESARIAL EN LA FACULTAD DE INGENIERÍA INDUSTRIAL

Authors

  • Melissa Susana Ayala López Universidad Tecnológica de la Habana, Cujae, La Habana, Cuba
  • Alejandro López Rodríguez Universidad Tecnológica de la Habana, Cujae, La Habana, Cuba

DOI:

https://doi.org/10.5380/relainep.v12i23.97575

Abstract

To correct the deficiencies in the technical support request channels, a redesign of the process is proposed through the ODOO help desk module. An Enterprise Architecture approach is adopted, using the methodology TOGAF and “the method for redesigning processes based on ODOO reference functional flows” is used [1] Current practices and energy expenditure of face-to-face applications. Digitization of the request and partial management through ODOO solves the detected problem. The proposal improves the collection of information and the traceability of the process, provides greater ease of access to the user by providing updated information on their ticket and allowing it to be closed once satisfied with the service, in addition to streamlining the work of the support technician.

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Published

2024-11-30

How to Cite

López , M. S. A., & Rodríguez, A. L. (2024). REDISEÑO DEL PROCESO DE SOLICITUD DE SOPORTE TÉCNICO CON ENFOQUE DE ARQUITECTURA EMPRESARIAL EN LA FACULTAD DE INGENIERÍA INDUSTRIAL. LATIN AMERICAN JOURNAL OF INNOVATION AND PRODUCTION ENGINEERING, 12(23), 127–140. https://doi.org/10.5380/relainep.v12i23.97575

Issue

Vol. 12 No. 23 (2024): Edição especial CLEIN

Section

ARTICLE

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