TY - GEN
T1 - Service Management Model Based on Lean Service and Systematic Layout Planning for the Improvement of Customer Satisfaction in an SME in the Restaurant Sector in Peru
AU - Onaga-Nishimura, Alex
AU - De La Rosa-Reyna, Nicolas
AU - Collao-Diaz, Martin
AU - Ruiz-Ruiz, Marcos
N1 - Publisher Copyright:
© 2022 ACM.
PY - 2022/9/27
Y1 - 2022/9/27
N2 - The restaurant industry is a sector of great importance in Peru, which was one of the most affected during the pandemic due to the sanitary measures that prevented its normal operation. Once these measures were diminished and regular attention returned, the sector grew in an accelerated manner. With this growth, restaurants had to face a major problem: low customer satisfaction, as long waiting times and poor service became recurrent issues. Faced with this scenario, it is necessary to optimize the activities in the kitchen in order to have a better production time and to ensure the best quality in the dishes offered. Thus, a continuous improvement model based on Lean Service tools (5S, SMED, Standardized Work) is proposed to increase customer satisfaction through a faster service by making the processes in the kitchen more efficient and standardizing the quality of the dishes. In addition, Systematic Layout Planning was applied in the store to make a more efficient distribution of spaces in order to reduce waiting times. The proposal was validated through a pilot test in the case of Lean Service tools and a simulation in Arena software in the case of Systematic Layout Planning. The results obtained show a reduction in customer service time of 9.84% and an increase in customer satisfaction of 16%.
AB - The restaurant industry is a sector of great importance in Peru, which was one of the most affected during the pandemic due to the sanitary measures that prevented its normal operation. Once these measures were diminished and regular attention returned, the sector grew in an accelerated manner. With this growth, restaurants had to face a major problem: low customer satisfaction, as long waiting times and poor service became recurrent issues. Faced with this scenario, it is necessary to optimize the activities in the kitchen in order to have a better production time and to ensure the best quality in the dishes offered. Thus, a continuous improvement model based on Lean Service tools (5S, SMED, Standardized Work) is proposed to increase customer satisfaction through a faster service by making the processes in the kitchen more efficient and standardizing the quality of the dishes. In addition, Systematic Layout Planning was applied in the store to make a more efficient distribution of spaces in order to reduce waiting times. The proposal was validated through a pilot test in the case of Lean Service tools and a simulation in Arena software in the case of Systematic Layout Planning. The results obtained show a reduction in customer service time of 9.84% and an increase in customer satisfaction of 16%.
KW - 5S
KW - SLP
KW - Small and Medium Enterprises
KW - SMED
KW - Standardized Work
UR - https://hdl.handle.net/20.500.12724/17949
UR - http://www.scopus.com/inward/record.url?scp=85147451073&partnerID=8YFLogxK
U2 - 10.1145/3568834.3568853
DO - 10.1145/3568834.3568853
M3 - Articulo (Contribución a conferencia)
T3 - ACM International Conference Proceeding Series
SP - 242
EP - 249
BT - 2022 8th International Conference on Industrial and Business Engineering, ICIBE 2022
PB - Association for Computing Machinery
T2 - 8th International Conference on Industrial and Business Engineering, ICIBE 2022
Y2 - 27 September 2022 through 29 September 2022
ER -