Definir una hoja de ruta para la transformación digital del proceso de gestión de incidencias de fybeca.com. Aplicando arquitectura empresarial y tecnologías en la nube.

Abstract

Abstract: The objective of this Curricular Integration Project is to develop a digital transformation model to optimize incident management at Fybeca.com, part of the company Femsa Salud S.A., applying enterprise architecture and cloud technologies. The research focuses on the implementation of an integrated system that improves the incident management process, reduces costs, and enhances customer service quality. The results show that the adoption of cloud technologies and the automation of processes are crucial for efficient and effective management. The conclusions highlight the need for a robust data architecture and systems integration to achieve these objectives. This digital transformation not only optimizes the company's resources but also strengthens its capacity to respond to the demands of the current environment. To achieve the stated objectives, the Architecture Development Method (ADM) is specifically used. This structured approach allows for a detailed analysis and the construction of a robust data and application architecture. Furthermore, qualitative and quantitative data collection techniques are applied to validate the proposed model. The research conducted has significant importance for Femsa Salud, S.A. and the pharmaceutical retail sector in general. The optimization of resources for incident management at Fybeca.com not only improves operational efficiency and reduces costs, but also guarantees a higher quality service to customers. This digital transformation model can serve as a reference for the different areas of the company, contributing to the development of a more efficient and sustainable system, with a positive impact on society in general.