Lo que significaría una reingeniería en el Cuerpo de Bomberos

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El término “reingeniería” que el Premier ha usado hace un par de semanas se hizo popular en la década de los 90’s y en el transcurso de los años ha ido acumulando varias definiciones en el mundo académico y profesional, aunque todas ellas apuntan en la misma dirección, que puede resumirse como la aplicación del conocimiento adquirido para rediseñar un sistema o proceso productivo en forma radical, en vez de hacer pequeñas mejoras continuas.

Además de ese impacto en las mejoras existen otras diferencias entre reingeniería y mejoramiento continuo, como por ejemplo las fuerzas motoras del cambio o la inversión requerida para dicho cambio: Los procesos de mejoramiento continuo van generalmente asociados a la parte operativa de una organización, mientras que los cambios radicales son usualmente una decisión ejecutiva; y en cuanto a inversión requerida, una reingeniería conlleva una elevada inversión buscando una mejora significativa en los indicadores de costos y/o ingresos; o una mejora significativa en los indicadores de calidad (que luego repercutirán en los indicadores de costos/ ingresos), mientras que las pequeñas mejoras por su parte buscan su significancia en el volumen de las operaciones en las que están involucradas.

En palabras simples, un 2% extra de productividad es una mejora, un 70% extra de productividad es una reingeniería. Y el premier ha hablado la semana pasada de “reingeniería” en el Cuerpo de Bomberos, ¡Qué maravillosa noticia! Asumiré, aunque el riesgo de luego desengañarme sea grande, asumiré que el Premier es consciente de lo que dice y tiene voluntad política para hacer los cambios que sus palabras implican.

Una reingeniería en el servicio de bomberos entonces implica entonces, evaluar el sistema completo empezando por su cobertura de mercado, su visión y su compromiso con la sociedad ¿Cómo? ¿No hay estándares de servicio ? El problema es serio pero tiene solución, por ahora, tomemos prestados los estándares de servicio internacionales. Empecemos con algunos indicadores simples ¿Hay disponibilidad de personal (capacitado y operativo) a tiempo completo, 24 horas al día, 7 días a la semana? ¡No lo hay! ¿Y si hacemos ingresar más personal? Un momento... ¿No es esa la misma solución que se viene aplicando año tras año? ¿No se rebajan las exigencias, graduando a quienes no pasan todos los exámenes, solamente para intentar elevar la disponibilidad de personal? ¿Está funcionando? ¡No! ¿No es verdad que hay muchos aspirantes que juran y rejuran que participarán activamente en el servicio, y una vez graduados se van a trabajar a alguna mina, para aparecerse por sus compañías una vez al mes y tratar de seguir registrados como “en actividad”? Es hora de abrir los ojos, no es así como se van a mejorar los indicadores, no es así como se hace una reingeniería.

Otro indicador, el porcentaje de operaciones estandarizadas. Con operaciones estandarizadas es más fácil encontrar las desviaciones de calidad, las irregulariades en el proceso, paso fundamental para luego mejorarlas. ¿No tienes operaciones estándarizadas? ¿Entonces como sabes si estás mejorando? “No se puede estandarizar la respuesta a operaciones de emergencia” ¿No? El que dice que no, no ha leído y no quiere leer, y si no quiere leer, está lejos de ser un verdadero técnico y de hacer reingeniería. Otro indicador, los ingresos. ¿No son suficientes? ¿Y cual es la respuesta actual? ¿Salir a “pedir colaboración” para comprarse unas botas? Me dirán que no es ninguna vergüenza y que están orgullosos de decirle a la gente que son voluntarios, pero... ¿No les molesta que ustedes pidan una colaboración en la esquina mientras otros roban en carretilla? Yo entendería que se pida una colaboracíón para un motivo de verdad excepcional, digamos, un compañero accidentado y que la cobertura de seguro sea insuficiente, pero... ¿pedir colaboración para cosas tan básicas como un par de borceguíes? ¿No hay nadie que diga que eso no es correcto? Eso es más de lo mismo y así no se hace reingeniería. Y dejemos para una posterior nota el análisis de la transparencia en la gestión. Pero no me tomen por pesimista, confío en que el Cuerpo de Bomberos del Perú puede aspirar a una reingenieria, pero antes tiene que haber reformas.

Y la principal reforma será, primero eliminar el sistema basado administrativa y operativamente en el voluntariado. Y luego, descentralizar la administración a los Gobiernos Regionales.

Una vez tomada la decisión de desintegrar el Cuerpo General de Bomberos Voluntarios del Perú, con la ayuda de expertos internacionales, se puede crear una comisión técnica que se encargue entre otras funciones de: A) determinar los criterios administrativos, organizacionales y operativos para evaluar a las compañías de bomberos y al personal bomberil. Contando desde la formación de la comisión, ésta debe tener un plazo determinado para elaborar y aprobar esas bases de evaluación, digamos 90 días. B) Invitar a las compañías de bomberos que deseen mantenerse dentro de un sistema de voluntariado a presentar su expediente de independización administrativa, teniendo libertad para acogerse al modelo de voluntariado que ellos escojan, incluyendo cooperación con entidades privadas, pero siempre dentro de los criterios de evaluación propuestos por la comisión técnica. Y todavía más, para mantener el sistema de administración por voluntarios deberían demostrar que pueden mantenerse operativos sin NINGUN financiamiento del Estado. Caso contrario deberán optar por un modelo mixto y pasar a la administración pública. Digamos que se necesite 90 días más para la elaboración de dichos expedientes. C) Evaluar a las compañías de bomberos que hayan presentado su expediente de independización administrativa, pudiendo aprobar, presentar observaciones o denegar dicha solicitud.

Las administración de las compañías que no hayan solicitado mantenerse en exclusividad como voluntariado o que no hayan aprobado la evaluación de la Comisión Técnica, pasaría a ser competencia de los Gobiernos Regionales. Posteriormente, una vez que se han determinado las compañías aptas para administrarse independientemente, la Comisión Técnica se descentralizaría en Comisiones Técnicas Regionales, que se encargarían de evaluar el desempeño de las compañías de bomberos de su jurisdicción, tanto las de modelo voluntario como las que estén en un modelo rentado, bajo la administración de los gobiernos regionales. ¿Implicaría eso una mayor inversión y/o un mayor gasto de lo que significa el modelo actual? Eso habría que probarlo. Y si lo fuera, volvemos al inicio, “Reingeniería” va de la mano de inversión. No se puede hablar de mejorar los indicadores de servicio sin mejorar las condiciones de operación, a eso se le llama maquillaje.

Casi al concluir estas notas estoy conversando con un amigo sobre la necesidad de pasar el modelo voluntario a segundo plano, él me pregunta si no he considerado el riesgo que luego los bomberos rentados se sindicalizen y todo el modelo se trastoque para peor. Un servicio de bomberos no es una fábrica, hay vidas humanas en juego, las huelgas en los hospitales no descuidan (no deberían descuidar) los servicios de cuidados intensivos y de emergencia, las pocas huelgas policiales que el siglo pasado nos dejó, sirvieron de escarmiento tanto a ciudadanos como a policias, para no repetirlas. Un sindicato no debería ser un riesgo si es que los gobiernos regionales y la ciudadanía hacen su parte.

En lo particular creo que un buen modelo mixto (rentado, voluntario y ¿por qué no?, también militar) puede ofrecer la confianza de tener indicadores satisfactorios en calidad de servicio, un presupuesto balanceado, transparencia en la administración y con todo eso alcanzar lo más importante, una ciudad más segura.

Pero no creo que eso es lo que tenga en mente el Premier cuando habla de “Reingeniería”.

Múnich, 26 de marzo de 2012

* Bombero de la Salvadora Trujillo Nro. 26. Ingeniero Industrial de la Universidad Nacional de Trujillo y MBA de la Universidad de Ciencias Aplicadas Bremen (Alemania). Especialista en Sistemas Integrados de Gestión. En la actualidad Martín León Li trabaja en una consultoría en Múnich en el sector automotriz, es colaborador de Desastres.org y Moderador del Foro de Emergencias y Desastres .

Comments  

 
+4 #4 Giancarlo 2012-04-03 10:52
Ya nos vamos por los 2 meses de la deuncia hecha en el programa Sin MEdias Tintas y aún no pasa nada. No creo que pase nada, los bomberos corruptos se han aliado con los políticos y por eso están blindado. No se hagan ilusiones, no les van a tocar ni un pelo. Que les queda a los decentes? Puede dejar de asistir a esa institución honorable pero que hoy está llena de [censurado]. Asi de simple.
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+4 #3 podridos___ 2012-03-31 10:52
Porquería, bomberos basura, menos mal ya estan viejos y cualquier momento ya van a descansar en paz, o quien sabe no, ladrones, la verdad desanima ser bombero en este pais, siempre cuando se ve una luz de esperanza, todo se desmorona, mal nacidos, corruptos, no tienen moral, les deseo lo peor, de verdad.
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+5 #2 Carlos Perez 2012-03-30 10:22
Sr. Musse:
de que reingieneria hablamos, la van a hacer los mismos que han robado o estan coludidos con los malos manejos en la institucion, la reingieneria que habla el premier, es una manera del gobierno de dezligarse del problema, en la reunion el premier hablo de que se deben de sentarse y conversar los denunciados y denunciantes e indico que si los denunciantes no arreglaban tenian las maneras de expulsarlos de la institucion.
osea se premia al corrupto, hoy dia a las 7pm se van a ren¿unir todos los oficiales superiores (ambas partes) a fin de solucionar los problemas, tras bambalinas estan haciendo las movidas para expulsar a lostaunau y su gente, viñas se presta para eso, la verdad son mentiras de esta reingieneria.
zavala sigue y el no trajo a casareto, menchola, viñas, guija y a todos los que son corruptos en que quedo eso, expulsaron a stoll, piperis siendo sentenciados por robo a la institucion.
Sr. Premier si quiere cambiar a la institucion hagala bien, ponga alguien de afuera y que cambie el modelo, no puede ser que 53 sean los mismos que quieran cambiar todo o acaso ellos mismos van a sacar a sus compañeros de robos.
esto va a seguir igual no va a cambiar, el estado les va a dar la plata y van a seguir los robos. lastima por la institucion, no es la forma
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+1 #1 Jose Musse 2012-03-27 12:41
Excelente artículo. Solo una observación. El temor a la sindicalización es injustificado. Hay muchos servicios de bomberos en Hispanoamérica y las huelgas de bomberos son mínimas y cuando se han producido no han matado a nadie, como algunos del CGBVP quieren hacernos creer satanizando ese concepto porque saben que la dirigencia bomberil no sobrevive 24 horas sin que el gobierno los remueva. Lo otro, es que la sociedad peruana todavía es bastante salvaje en sus reclamos sociales y debe avanzar en ese aspecto. En España existe el concepto de "servicios mínimos" así puede haber una huelga de trenes, pero Estado y Sindicatos, entienden que los que quieran trabajar tienen el derecho de hacerlo, así que hay una plantilla mínima corriendo trenes. Ese concepto ya funciona en los hospitales peruanos, tal como mencionas.
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