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Propuesta De Mejora De Procesos En La Atención De Aeronaves En Tránsito De La Flota Airbus De LAN Perú, Para Incrementar La Productividad En El Área De Mantenimiento

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Propuesta De Mejora De Procesos En La Atención De Aeronaves En Tránsito De La Flota Airbus De LAN Perú, Para Incrementar La Productividad En El Área De Mantenimiento Propuesta de mejora de procesos en la atención de aeronaves en tránsito de la flota Airbus de LAN Perú, para incrementar la productividad en el área de mantenimiento Item Type info:eu-repo/semantics/bachelorThesis Authors Gamarra Sánchez, Luis Andrés Citation [1] L. A. Gamarra Sánchez and J. C. Eyzaguirre Munarriz, “Propuesta de mejora de procesos en la atención de aeronaves en tránsito de la flota Airbus de LAN Perú, para incrementar la productividad en el área de mantenimiento,” Universidad Peruana de Ciencias Aplicadas (UPC), Lima, Perú, 2018. doi: http://doi.org/10.19083/tesis/624201 DOI 10.19083/tesis/624201 Publisher Universidad Peruana de Ciencias Aplicadas (UPC) Rights info:eu-repo/semantics/openAccess; Attribution- NonCommercial-ShareAlike 3.0 United States Download date 26/09/2021 08:13:46 Item License http://creativecommons.org/licenses/by-nc-sa/3.0/us/ Link to Item http://hdl.handle.net/10757/624201 UNIVERSIDAD PERUANA DE CIENCIAS APLICADAS FACULTAD DE INGENIERÍA CARRERA DE INGENIERÍA INDUSTRIAL Propuesta de mejora de procesos en la atención de aeronaves en tránsito de la flota Airbus de LAN Perú, para incrementar la productividad en el área de mantenimiento TESIS Para optar por el título profesional de: Ingeniero Industrial Autor Luis Andrés Gamarra Sánchez (0000-0003-0220-4317) ASESOR DE TESIS Juan Carlos Eyzaguirre Munarriz (0000-0003-4617-4412) Lima, 24 de Mayo de 2018 DEDICATORIA: Esta tesis se la dedico a mi hijo Mariano, quien es el motivo que me impulsa a salir cada día adelante, y a mi madre por todo el apoyo brindado. Página | 1 RESUMEN La presente tesis se basa en una propuesta de mejora de procesos en la atención de aeronaves en tránsito de la flota Airbus de una aerolínea comercial, cuyo objetivo es incrementar la productividad en el área de mantenimiento. En el capítulo 1, se desarrolló en el marco teórico las metodologías y herramientas para buscar dar solución al problema. En el capítulo 2, se describen los procesos y se analizó el problema, determinando que en el proceso de producción, donde se realizan trabajos de mantenimiento programados en el hangar, actualmente se cancelan en promedio el 30% de trabajos por falta de horas hombre, encontrándose por encima del 15% del límite establecido por la compañía, el cual trae como consecuencia asumir costos de hangar sin utilizarlo a su máxima capacidad. Por otro lado, en el proceso de línea, donde se realizan inspecciones y mantenimiento correctivo a las aeronaves en los gates del aeropuerto, se identificó que existen desperdicios de horas hombre por actividades que no agregan valor al proceso, generando una baja productividad en el área. En el capítulo 3, se propone alternativas de solución bajo la metodología PDCA de mejora continua y herramientas de Ingeniería de Métodos, donde se busca recuperar horas hombre del personal técnico del proceso de línea, para distribuirlas al proceso de producción, con el fin de reducir el porcentaje de trabajos cancelados, sustentado la viabilidad económica del proyecto en un análisis financiero. En el capítulo 4, se realizó la simulación del proceso mejorado, apoyado en el software Arena y @RISK con el fin de validar la propuesta. Finalmente, en el capítulo 5 se concluyó que con la mejora de procesos se lograra incrementar la productividad de 3.08 aviones/técnico a 5.88 aviones/técnico. Palabras clave: Mejora de procesos, productividad, ingeniería de métodos, PDCA. Página | 2 ABSTRACT This thesis is based on a proposal to improve processes in the attention of aircraft in transit of the Airbus fleet of a commercial airline, whose objective is to increase productivity in the maintenance area. In chapter 1, the methodologies and tools to find a solution to the problem were developed in the theoretical framework. In chapter 2, the processes were described and the problem was analyzed, determining that in the production process, where scheduled maintenance works are carried out in the hangar, an average of 30% of the works are currently canceled due to lack of man hours, being above 15% of the limit established by the company, which has the consequence of assuming the costs of the hangar without using it to its maximum capacity. On the other hand, in the line process, where inspections and corrective maintenance are carried out on the aircraft at the airport gates, it was identified that there is waste of man hours for activities that do not add value to the process, generating low productivity in the area. In chapter 3, alternative solutions are proposed under the PDCA methodology of continuous improvement and tools of Methods Engineering, where it is sought to recover man-hours of the technical personnel of the line process, to distribute them to the production process, in order to reduce the percentage of jobs canceled, supporting the economic viability of the project in a financial analysis. In Chapter 4, the simulation of the improved process was carried out, supported by the Arena and @RISK software to validate the proposal. Finally, in chapter 5 it was concluded that with the processes improvement it will be possible to increase the productivity of 3.08 aircraft / technicians to 5.88 aircraft / technicians. Keywords: Process improvement, productivity, method engineering, PDCA. Página | 3 Tabla de contenido CAPITULO I: MARCO TEORICO ........................................................................................................... 12 1.1 PROCESOS: DEFINICIÓN DE PROCESOS .......................................................................... 12 1.1.1 CARACTERISTICAS DE LOS PROCESOS ........................................................................ 13 1.2 GESTION DE PROCESOS ...................................................................................................... 16 1.2.1 PRINCIPIOS DE LA GESTIÓN DE PROCESOS ................................................................ 18 1.2.2 OBJETIVOS DE LA GESTIÓN POR PROCESOS .............................................................. 19 1.2.3 TIPOS DE PROCESO ........................................................................................................... 19 1.2.4 VENTAJAS DE UN SISTEMA DE GESTIÓN POR PROCESOS ....................................... 21 1.2.5 BENEFICIOS DEL ENFOQUE DE PROCESOS ................................................................. 22 1.2.6 ETAPAS DE LA GESTIÓN DE PROCESOS ...................................................................... 23 1.2.7 SEGMENTACION DE PROCESOS ..................................................................................... 26 1.2. 8 Mecanismos para apoyar la implementación del enfoque de procesos ................................. 28 1.3 Metodologías para gestionar procesos....................................................................................... 29 1.4 MODELAMIENTO VISUAL DE PROCESOS ....................................................................... 30 1.4.1 Mapa de procesos ................................................................................................................... 31 1.5 Flujograma de información ....................................................................................................... 32 1.6 Lista de tareas por cada actividad .............................................................................................. 34 1.7 Fases de la gestión de procesos ................................................................................................. 34 1.8 Identificación de interrelaciones y principales diferencias entre la gestión por procesos y la gestión integrada por procesos. ....................................................................................................... 38 1.9 Mejora continua de procesos ..................................................................................................... 39 1.9.1 Características de la mejora continua de procesos ................................................................. 40 1.10 Aportes desde la gestión de la calidad ..................................................................................... 40 1.11 Indicadores Clave de desempeño ............................................................................................ 42 1.11.1 Importancia de los Indicadores de Procesos ......................................................................... 43 1.11.2 La Clave del Proceso de Selección de KPIs ......................................................................... 43 1.11.3 Clasificación de Indicadores ................................................................................................ 44 ............................................................................................................................................................ 45 ............................................................................................................................................................ 45 1.11.4 Sistema de Indicadores. ........................................................................................................ 46 1.12 DIAGRAMA DE ISHIKAWA ............................................................................................... 47 1.13 Clasificación ABC................................................................................................................... 50 1.14 Pronósticos. ............................................................................................................................. 51 1.15 CENTRO DE MANTENIMIENTO AERONÁUTICO. ........................................................
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