The logistics sector in Cartagena de Indias is a strategic pillar for Colombia's competitiveness, contributing 4.9% to the national GDP. However, the efficiency of its service production systems faces significant structural challenges. This study aims to describe the operations management in this sector, identifying the gaps that limit its global positioning. A quantitative methodology was used, based on data from the National Logistics Survey (2022-2024), complemented by strategic matrices (EFE/EFI) and Value Stream Mapping (VSM). The strategic diagnosis revealed a favorable internal position (EFI 2.72) and an adequate response to the environment (EFE 2.76). However, the VSM analysis detected a critical inefficiency: 99.95% of the total process time corresponds to non-value-added (NAV) activities, mainly caused by bottlenecks in customs management (~96 hours). These deficiencies are reflected in a perfect order index of 56.2%, a figure below the national average. The findings show a limited adoption of methodologies like Lean, Six Sigma, and the Theory of Constraints (TOC), as well as fragmentation between operational and commercial areas. It concludes with a roadmap focused on customs digitization, technology integration, and service flow optimization. This study provides a scientific basis for turning structural inefficiencies into added value, ensuring the sustainability of the port ecosystem.

Keywords

Servuction Systems, Operations Management, Port Services, Logistics Services, Modern Operations Management.