Propuesta de diseño de un prototipo para la gestión de PQRS con licencia Opensource, para la optimización del servicio del tránsito municipal de la Paz Cesar
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Fecha
2019
Autores
Aguilar Moreno, Camilo Andrés
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Ediciones Universidad Simón Bolívar
Facultad de Ingeniería
Facultad de Ingeniería
Resumen
El presente trabajo tuvo como propósito diseñar un prototipo web con licencia Opensource, para la empresa Tránsito Municipal de la Paz S.A.S., dirigido a apoyar los procesos de gestión de las peticiones, quejas, reclamos y sugerencias realizadas por los usuarios. El estudio se basa en la identificación de las falencias presentadas puesto que se realizan de forma manual, dificultando así el seguimiento, articulación de los procesos operativos, supervisión y la pronta respuesta y atención de las mismas.
El trabajo fue divido en varias fases, para la fase inicial se realiza una identificación de las características de las herramientas existentes en el mercado, y la comprensión del problema, en la fase de diseño se estipulan los requisitos funcionales y no funcionales, y la aplicación de conceptos de UML obteniendo así varios entregables requeridos para su diseño.
El diseño de la solución obtenido se adapta a las necesidades de la empresa en la gestión de las PQRS, así como podrá ser utilizado en otros entornos, al tener licencia Opensource, en donde se requiera una solución de este tipo con el fin de optimizar los procesos, seguimiento, validación y pronta respuesta de las solicitudes de los usuarios, que permitan mejorar el área operativa y organizacional en este aspecto.
The purpose of this work was to design a web prototype with an Opensource license, for the company Transit Municipal de la Paz S.A.S., aimed at supporting the processes for managing requests, complaints, claims and suggestions made by users. The study is based on the identification of the shortcomings presented since it is done manually, thus making it difficult to monitor, articulate the operational processes, supervision and prompt response and attention to them. The work was divided into several phases, for the initial phase an identification of the characteristics of the specific tools in the market is made, and the understanding of the problem, in the design phase the functional and non-functional requirements are stipulated, and the application of UML concepts thus obtaining several deliveries required for its design. The design of the solution obtained is adapted to the needs of the company in the management of the PQRS, as well as it can be used in other environments, by having an Opensource license, where such a solution is required in order to improve the processes, monitoring, validation and prompt response of user requests, which can improve the operational and organizational area in this regard
The purpose of this work was to design a web prototype with an Opensource license, for the company Transit Municipal de la Paz S.A.S., aimed at supporting the processes for managing requests, complaints, claims and suggestions made by users. The study is based on the identification of the shortcomings presented since it is done manually, thus making it difficult to monitor, articulate the operational processes, supervision and prompt response and attention to them. The work was divided into several phases, for the initial phase an identification of the characteristics of the specific tools in the market is made, and the understanding of the problem, in the design phase the functional and non-functional requirements are stipulated, and the application of UML concepts thus obtaining several deliveries required for its design. The design of the solution obtained is adapted to the needs of the company in the management of the PQRS, as well as it can be used in other environments, by having an Opensource license, where such a solution is required in order to improve the processes, monitoring, validation and prompt response of user requests, which can improve the operational and organizational area in this regard
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Palabras clave
Opensource, Requisitos, UM, Proceso unificado, Solicitud, Requirements, Unified process, Request