Abstract

The project “Proposal of a Methodology for Supplying of Services by the GoTouch Program to organizations” has as its objective to document the processes required to provide training and consulting services to external customers, as part of a research program of the Technological Institute of Costa Rica (TEC).

Throughout performance of this methodology, the research program seeks to generate revenue that will be invested in development and growth, and in purchasing of equipment and assets that are necessary for the research being conducted.

The proposed methodology consists of a detailed description and a modeling of the processes through which services are to be provided by two foundations, FUNDATEC and FUNCENAT, which are responsible for the administrative and financial management of the projects, allowing teachers and consultants to focus on academic and research-extension activities.

By application of Business Process Management (BPM) procedures, processes were analyzed and integrated in a structure, in order to optimize them, that is to achieve higher levels of productivity, efficiency and effectiveness.

In terms of methodology the first was to identify the context of the implementation and the steps needed. Then the current process was detailed; the diagram in Business Process Management Notation (BPMN) was made, and the opportunities for improvement in each one of the activities were identified through a method that consists of questioning activity the existence of it, the place, the execution time, and the used method.

Later, the process for implementation of the identified improvements was diagramed, including details about how it should be and recommendations to cover deficiencies in the current process.

The implementation of the identified improvements is still pending, so as the use of indicators to evaluate the execution of optimized processes.

Keywords: Business processes management; process redesign; process optimization; services supplying; consulting services; training