TY - GEN
T1 - Service model based on Lean Service
T2 - 21st LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2023
AU - Castillo-Muguerza, Fátima
AU - Lama-Villar, Eduardo
AU - Collao-Diaz, Martin Fidel
AU - Quiroz-Flores, Juan Carlos
N1 - Publisher Copyright:
© 2023 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2023
Y1 - 2023
N2 - Companies in the veterinary services sector face the challenge of providing optimal customer service. This sector contributes 40% of the national Gross domestic product and concentrates 48% of formal employment. Considering that, customer satisfaction is one of the key factors to achieve reliable results in our organizations. The low level of this was identified as one of the main problems of the sector, which may be due to different inefficiencies such as low service quality, unsatisfied demand, extended service times and long waits. In this way, a model based on the Lean methodology and the application of 5S tools and standardized work was developed to increase customer satisfaction. It was validated by conducting a case study in a company in the sector located in the Peruvian province of Callao. The results showed an increase in workers efficiency to 90%, a 4.8" decrease in tools searching time and a 25% increase in the Net Promoter Score.
AB - Companies in the veterinary services sector face the challenge of providing optimal customer service. This sector contributes 40% of the national Gross domestic product and concentrates 48% of formal employment. Considering that, customer satisfaction is one of the key factors to achieve reliable results in our organizations. The low level of this was identified as one of the main problems of the sector, which may be due to different inefficiencies such as low service quality, unsatisfied demand, extended service times and long waits. In this way, a model based on the Lean methodology and the application of 5S tools and standardized work was developed to increase customer satisfaction. It was validated by conducting a case study in a company in the sector located in the Peruvian province of Callao. The results showed an increase in workers efficiency to 90%, a 4.8" decrease in tools searching time and a 25% increase in the Net Promoter Score.
UR - https://www.scopus.com/pages/publications/85172371642
M3 - Articulo (Contribución a conferencia)
AN - SCOPUS:85172371642
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology
A2 - Larrondo Petrie, Maria M.
A2 - Texier, Jose
A2 - Matta, Rodolfo Andres Rivas
PB - Latin American and Caribbean Consortium of Engineering Institutions
Y2 - 19 July 2023 through 21 July 2023
ER -