TY - GEN
T1 - Productivity increase by Lean Service, TPM, and Workstation Design in a call center
AU - Ruiz-Estacio, Sofia
AU - Huamani-Hidalgo, Marialicia
AU - Quiroz-Flores, Juan Carlos
N1 - Publisher Copyright:
© 2023 IEEE.
PY - 2023
Y1 - 2023
N2 - The service sector has established itself as one of the major contributors to the Peruvian GDP and a notable generator of many sources of work. Specifically, administrative services activity has experienced significant growth of 3.47%. However, this sector has been affected by productivity problems related to long wait times,issues with workstations, and machinery failures. These problems are causing the study company to fail to meet its daily sales goals. In this sense, the research proposes an operations model that uses preventive maintenance and Lean tools, including 5S, work standardization, workstation design, and visual management. In this way, the proposed model aims to increase productivity by 14.30%, verifying the proposed contribution's effectiveness through the simulation's implementation. The proposed combined different engineering methodologies and tools, which counteract the most common causes of the problems present in the service sector.
AB - The service sector has established itself as one of the major contributors to the Peruvian GDP and a notable generator of many sources of work. Specifically, administrative services activity has experienced significant growth of 3.47%. However, this sector has been affected by productivity problems related to long wait times,issues with workstations, and machinery failures. These problems are causing the study company to fail to meet its daily sales goals. In this sense, the research proposes an operations model that uses preventive maintenance and Lean tools, including 5S, work standardization, workstation design, and visual management. In this way, the proposed model aims to increase productivity by 14.30%, verifying the proposed contribution's effectiveness through the simulation's implementation. The proposed combined different engineering methodologies and tools, which counteract the most common causes of the problems present in the service sector.
UR - https://www.scopus.com/pages/publications/85179556311
U2 - 10.1109/CONIITI61170.2023.10324096
DO - 10.1109/CONIITI61170.2023.10324096
M3 - Articulo (Contribución a conferencia)
AN - SCOPUS:85179556311
T3 - 2023 9th International Conference on Innovation and Trends in Engineering, CONIITI 2023 - Proceedings
BT - 2023 9th International Conference on Innovation and Trends in Engineering, CONIITI 2023 - Proceedings
A2 - Triana, Jenny Paola Hernandez
PB - Institute of Electrical and Electronics Engineers Inc.
T2 - 9th International Conference on Innovation and Trends in Engineering, CONIITI 2023
Y2 - 4 October 2023 through 6 October 2023
ER -