Abstract
This study analyzes the optimization of the general claims settlement process at ETAPA EP. It examines how technology management and process management impact operational efficiency, with the goal of proposing improvements aimed at reducing cycle times, minimizing errors, and decreasing reprocessing. A quantitative, cross-sectional, non-experimental approach was adopted, with an exploratory, descriptive, and correlational design. A Likert-type survey validated by expert judgment was administered to a convenience sample of 35 employees. The analysis included descriptive statistics and multiple linear regression. The results show that process management is the determining factor for optimization (p < 0.001), while technology management does not show a direct effect on the current state; the overall model is consistent, and the instrument is adequately reliable. Overall, the findings confirm that standardization, traceability, and flow control explain the improved performance. It is concluded that interventions should prioritize the governance of triage processes by complexity, checklists, WIP limits, and milestone indicators, in addition to incorporating specific automations as enablers. It is suggested that these actions be evaluated through pilots with pre-post measurement and the incorporation of objective metrics to strengthen external validity.
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