Diseño de manual de ventas con COSO, BPM y RPA para optimizar la gestión comercial

Abstract

This project is developed in response to the need to improve the sales management of a micro-enterprise providing electrical and occupational health and safety services. The company's sales processes currently suffer from poor traceability, weak controls, and a lack of standardization. The objective is to design a sales manual based on the COVA methodology, which integrates COSO, BPM, and RPA, to streamline the sales cycle and improve the department's performance. The proposal is justified because the company requires rules to organize pre-sales, sales, and after-sales service, with formal guidelines that reduce operational variability and allow for more efficient and measurable management. The study employed observation techniques, document review, and staff interviews. The current process was mapped using AS-IS BPM flowcharts, the TO-BE flow was defined, risks and controls were assessed, and repetitive tasks with automation potential were identified. The results revealed coordination problems, management dependency, and rework that negatively impacted both timelines and information quality. The manual organizes activities, defines roles, formalizes controls, and provides input for future automation, thus serving as a foundation for strengthening the sales area's decision-making. Keywords: Sales manual, internal control, business processes, robotic process automation.