La reingeniería de procesos: el caso de los equipos de aire acondicionado en España

Résumé

The air conditioning bursting arrived in Spain in the 50�s by Italian importers. Since its appearance, this market has suffered different transformations since its beginning from a specialized market addressed to great companies, to a masses market with a high number of competitors. At the present time, the air conditioning industry in Spain is facing two important crises: The first crises, of internal character, is due to a situation of a mature market, where the competition is very high, the products are practically a comfort and the technological innovations are copied very fast, if not obsolete, in a brief period of time. A second crises, of global character, that has caused a contraction in the demand which has affected directly to the air conditioning industry, due to its strengthen relation with the construction sector and domestic economies. On this situation, in order to keep obtaining benefits, the companies must direct their strategies and look for customer�s satisfaction, facing up the previous strategy which was only focused on the product as a survival factor. To achieve this new business approach, it�s necessary to modify the actual management processes handled by the companies, since the present ones are turn out inappropriate to manage the new challenges. We display a processes engineering model that allows the company to focus towards the market, through the value chain, allowing them to define the company�s channels in order to focus them to the customer�s necessities. Once this quality system is introduced, the model will allow us to define the metrics that will indicate the way to follow through the SCF (Critical Success Factors) based on their strategy and relating them to the KPI (Key Performance Indicator) giving the opportunity to the management to compare and consider how the process is being developed based on the pre-selected objectives, as well as introduce the solutions in case of a deviation.