Mejora de la efectividad en las operaciones del servicio de sistema de alarma, basada en la gestión por procesos aplicada en una empresa de seguridad integral en el Perú

This research focused on the challenges faced by a comprehensive security company based in Lima, which reported low levels of effectiveness (81.08%), productivity (82.45%), and repeatability (77.07%). Additionally, the company experienced high rates of early-life failures (10.25%) and long installation times (4.39 hours). The main objective of this study was to implement a process management tool to quantify improvements in the effectiveness of the alarm system service. To achieve this, the study applied the five phases of process management outlined by Medina et al. (2019) in their DiANA model: organization, identification of processes for improvement, process representation, process improvement, and monitoring and control. Newly introduced management tools included the SIEBEL system and the TOA system. Following the application of process management, measurable indicators showed significant improvements: effectiveness rose to 86.13% (+5.04%), productivity increased to 92.19% (+9.74%), repeatability improved to 80.99% (+3.92%), early-life failures decreased to 9.07% (−1.18%), and installation time was reduced to 3.13 hours (−28.62%). All these improvements resulted in economic benefits for the company, as annual savings amounting to S/ 725 989.84 were achieved. A medium-term evaluation further indicated that this application is entirely profitable for the comprehensive security company (NPV = S/.174 196.61; IRR = 46.41%; payback = 1.75 years; benefit-cost ratio = 1.60).