1Universidad Cesar Vallejo, Peru. Email: dreyesbo@ucvvirtual.edu.pe. ORCID: https://orcid.org/0000-0003-0132-8465
2Universidad Cesar Vallejo, Peru. Email: rdavila@ucvvirtual.edu.pe. ORCID: https://orcid.org/0000-0001-9886-0452
The objective of the study was to demonstrate how Process Management (BPM) influences the improvement of service quality in an outsourcing firm located in Miraflores. This research was aligned with SDG 9, which focuses on fostering innovative and efficient processes. The study employed a quantitative approach, implementing a pre-experimental design to assess the impact of the independent variable (BPM) on service quality. The sample population comprised 25 clients, and data were collected through biweekly measurements prior to and following the intervention. In the preliminary phase, the quality of the service was evaluated at 64.18% in the pre-test phase, while in the post-test phase, the percentage increased to 79%. The percentage increased by 23.87%, reaching 50%. In dimensional terms, there was an increase of 3.92% in reliability, and a 19% increase in performance. The compliance rate was found to be 84%, while the noncompliance rate was 16.21% and perceived quality 21.09%. Furthermore, a considerable decline in service capacity was observed, resulting in a notable reduction in service times. This decline ranged from 40 minutes for each individual requirement, thereby enhancing the overall customer experience.
Keywords: Process Management, Productivity, Efficiency, Quality of Service.
How to cite this article: Borrero MDPR, Laguna RFD. Application of process management to improve the quality of service in an outsourcing company, Miraflores, 2025. Int J Drug Deliv Technol. 2026;16(16s): 120-133. DOI: 10.25258/ijddt.16.16s.13
Source of support: Nil.
Conflict of interest: None