Resumen

It is very frequent in Colombia that complaints and disagreements are presented by users of institutions, especially in the Emergency area, since it is the area in charge of providing care services immediately, which, since they are not provided in an agile manner. and timely causes health risks and affects the physical integrity of users. The State Social Enterprise Hospital José María Hernández de Mocoa, receives a high demand from local patients and from the municipalities near Mocoa in the Department of Putumayo. The project arose from the need to identify critical improvement factors and evaluate simple alternatives to apply that contribute to optimizing the design of the system, in order to meet the needs of the community. To carry out this project, a diagnosis of the current situation of the emergency department was initially made, for this it was necessary to make constant visits to the facilities, carry out surveys, interviews and apply tools such as, time study, flow diagram, diagram of Ishikawa, SWOT parent. Subsequently, improvement strategies were proposed where the tools and techniques used in the implementation of improvement strategies for the Emergency Room were specified. The results obtained allowed us to verify that the processes carried out in the Emergency area are susceptible to improvement through the application of engineering tools, which allow us to put together proposals that work for the improvement of the performance indicators of said area. of service.