Plan de Mejora para la Estandarización de los Procesos del Área de Inversiones en MAPFRE Colombia

Abstract

This improvement plan arises from the identification of operational shortcomings in the financial area of MAPFRE Colombia, specifically the absence of process standardization and limited documentation for ensuring proper process follow-up. During the academic internship process, it was observed that a large portion of activities are transmitted verbally among employees, generating dependence on empirical knowledge, difficulties in information transfer, delays, rework, and a high probability of administrative errors. The financial area, specifically the investments department, due to the technical nature of its functions, requires a standardized methodology capable of ensuring efficiency, operational continuity, and risk reduction throughout processes. However, the absence of consultation and reference tools hinders such rigor. In this context, the proposal suggests the creation of more than 30 tutorial videos aimed at clearly explaining the different processes carried out by the liquidity trader in the investment area. These videos seek to standardize knowledge, facilitate staff training, reduce dependence on verbal explanations, and strengthen operational efficiency through audiovisual materials that can be permanently accessed by anyone responsible for carrying out these processes.