Plan de proyecto para la estandarización de procesos internos de la empresa Universo Creaciones S.A.S., según el marco de trabajo de PMBOK 6, enfocado en eficiencia operativa y satisfacción del cliente

Abstract

This project aims to formulate an integrated proposal for the standardization of administrative and production processes at Universo Creaciones S.A.S., following the best project management practices established in the PMBOK®, Sixth Edition. The study responds to the need to strengthen operational efficiency and service quality, ensuring that processes become more controlled, measurable, and focused on customer satisfaction. The methodological development was structured in three phases. In the first phase, a comprehensive diagnosis of the company’s current state was carried out using qualitative and quantitative tools such as semi-structured interviews, questionnaires, the PCI matrix, Porter’s Five Forces analysis, and the Ishikawa diagram, which helped identify the root causes of non-standardization, critical inefficiencies, and communication gaps. In the second phase, a comparative analysis of continuous improvement methodologies was conducted, evaluating the applicability of the PDCA Cycle (PHVA), Lean Management, and Business Process Management (BPM) in the company’s operational context. This analysis made it possible to select the most suitable tools to optimize workflows, eliminate waste, and promote a culture of continuous improvement. Finally, the third phase involved developing an integrated process restructuring plan based on the PMBOK 6 framework, consolidating the management plans for scope, schedule, cost, quality, resources, communications, stakeholders, and risks. This plan defines the guidelines, responsibilities, and timelines for implementing the proposal, creating a strategic roadmap that guides the organization toward efficiency, traceability, and operational sustainability.