Application of Lean Manufacturing tools under DMAIC approach to increase the NPS in a real estate company: A Research in Peru

Daniela Acosta-Ramirez, Alvaro Herrera-Noel, Alberto Flores-Perez, Juan Quiroz-Flores, Martin Collao-Diaz

Research output: Chapter in Book/Report/Conference proceedingPaper (Conference contribution)peer-review

Abstract

The growing importance of continuous improvement in companies, focusing on the customer and greater competitiveness, the present research aims to propose a model based on Lean Manufacturing through the application of DMAIC Cycle to improve customer satisfaction and thereby increase the Net Promoter Score (NPS) of a real estate company, for this purpose applied a mixed research, descriptive-purposeful level, taking as analysis methodology Lean Manufacturing with the use of TQM, VSM and 5S tools, which in turn made use of the Ishikawa Diagram, Pareto and Customer Journey Map. As a result, an integrated model was obtained that allows identifying and eliminating activities that do not add value, analyzing and correcting failures in the customer experience that cause dissatisfaction, to increase the NPS from 28.83 current to 50 (sector average), proposing a continuous improvement plan through TQM, from the diagnosis obtained indicators were drawn and a simulation of the proposed model was carried out, concluding that it is effective in achieving the goals set and that within the first semester, according to the ARENA simulation, the NPS would increase to 35.53%.

Original languageEnglish
Title of host publicationACM International Conference Proceeding Series
PublisherAssociation for Computing Machinery
Pages70-76
Number of pages7
ISBN (Electronic)9781450396059
DOIs
StatePublished - 12 Jan 2022
Event9th International Conference on Industrial Engineering and Applications, ICIEA 2022-Europe - Barcelona, Spain
Duration: 12 Jan 202214 Jan 2022

Publication series

Name2022 The 9th International Conference on Industrial Engineering and Applications (Europe)

Conference

Conference9th International Conference on Industrial Engineering and Applications, ICIEA 2022-Europe
Country/TerritorySpain
CityBarcelona
Period12/01/2214/01/22

Keywords

  • 5S
  • Customer Experience
  • DMAIC
  • Standardized Work

COAR

  • Conference Object

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