Hoja de ruta para la transformación digital del área de servicio al cliente del sector panificador y productos relacionados en la ciudad de Quito

Abstract

Abstract: This Curricular Integration Work addresses the implementation of a roadmap for digital transformation in the bakery sector of Quito, with the purpose of improving customer service and optimizing business processes through digitalization. It begins with the analysis of the background and the identification of the problem, highlighting the importance of systematization for continuous improvement. The theoretical framework includes concepts, methods and technologies related to Enterprise Architecture (EA) and Digital Transformation (DT), complemented by previous studies that guarantee quality in service. In the development, the value chain and the customer service process are analyzed, applying TOGAF's ADM method to design the business, data, application and technology architectures. In addition, a non-functional prototype is presented that supports the To-Be architecture and highlights the technological gaps. Finally, the implementation and migration roadmap is established, along with conclusions and recommendations aimed at continuous improvement, aligned with the specific objectives of the study.