The objective of this research is to apply the theory of restrictions (TOC) in the entire business value chain of a bank financial services company, from the highest level (strategy) to the primary activities of the company. To carry out the study, the process of developing products and services (online payments) is chosen in a first stage. Later, the study should be extended to other processes in the chain. For the analysis of payments online, a redesign of the application program interface (API) is carried out, through the application of TOC, to improve the quality of the information and communications technologies (ICT) that supports the payment of telephone services (critical process bottleneck). In this sense, the TOC model is proposed considering an analysis of the problem (design thinking), analysis related to the business processes of the payment line using lean-VSM (virtual stream mapping). Then we apply TOC’s Drum Buffer Rope (DBR) method to define time and capacity buffers on the pay line. Likewise, to conclude, we deigned a process to measure the total improved performance of the supply chain. As a future design, the paper recommends developing a new business model by designing a new reusable service based on the service obtained by applying TOC in the entire online payment process.
|Title of host publication||Techniques, tools and methodologies applied to quality assurance in manufacturing|
|Editors||Jorge Luis García Alcaraz, Cuauhtémoc Sánchez-Ramírez, Alfonso Jesús Gil López|
|Place of Publication||Cham|
|Number of pages||29|
|State||Published - 19 May 2021|