Transformación digital de procesos internos y auditoría técnica para prestadores de telecomunicaciones en Ecuador, mediante gestión de proyectos y metodologías ágiles para optimizar eficiencia y trazabilidad.

Abstract

This case study analyzes three aspects within a telecommunications company that provides fixed internet service to homes and SMEs. The first aspect corresponds to the development and execution of internal audit projects to search for opportunities in the company's own processes and to be able to face an external audit, whether from the telecommunications regulatory body or any other institution, entity, or agency. It should be added that this audit project uses a Kanban-based approach to focus on each of the activities involved in preparing and conducting an audit. The second refers to the problems encountered in the execution of the internet service cancellation process, such as the manual calculation of outstanding amounts, leading to possible unintentional errors, delays in the preparation and delivery of service cancellation documents due to workload or the handling of entirely physical documentation; and the use of agile methodologies to provide solutions through digital transformation; For example, SCRUM sprint cycles are used to develop automations within the process, which can be improved as the need arises; and finally, the expansion of the service cancellation process, both in its flow and in the development of a properly documented process, using process modeling tools.