Improving customer service in schools based on Lean and simulation: A case study
Descripción del Articulo
The purpose of this research is to reduce the duration of processes and waiting times in the customer service modules of an educational institution. For this purpose, the use of the Lean Manufacturing methodology is proposed, following the framework formulated by the DMAIC sequence proposed by Lean...
Autores: | , |
---|---|
Formato: | tesis de grado |
Fecha de Publicación: | 2023 |
Institución: | Universidad de Lima |
Repositorio: | ULIMA-Institucional |
Lenguaje: | inglés |
OAI Identifier: | oai:repositorio.ulima.edu.pe:20.500.12724/20069 |
Enlace del recurso: | https://hdl.handle.net/20.500.12724/20069 |
Nivel de acceso: | acceso abierto |
Materia: | Servicio al cliente Escuelas Producción eficiente Customer services Schools Lean manufacturing https://purl.org/pe-repo/ocde/ford#2.11.04 |
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dc.title.es_PE.fl_str_mv |
Improving customer service in schools based on Lean and simulation: A case study |
title |
Improving customer service in schools based on Lean and simulation: A case study |
spellingShingle |
Improving customer service in schools based on Lean and simulation: A case study Cabrera Paredes, Sergio Sebastian Servicio al cliente Escuelas Producción eficiente Customer services Schools Lean manufacturing https://purl.org/pe-repo/ocde/ford#2.11.04 |
title_short |
Improving customer service in schools based on Lean and simulation: A case study |
title_full |
Improving customer service in schools based on Lean and simulation: A case study |
title_fullStr |
Improving customer service in schools based on Lean and simulation: A case study |
title_full_unstemmed |
Improving customer service in schools based on Lean and simulation: A case study |
title_sort |
Improving customer service in schools based on Lean and simulation: A case study |
author |
Cabrera Paredes, Sergio Sebastian |
author_facet |
Cabrera Paredes, Sergio Sebastian Gonzales Cotera, Marjory Lucero Anabel |
author_role |
author |
author2 |
Gonzales Cotera, Marjory Lucero Anabel |
author2_role |
author |
dc.contributor.advisor.fl_str_mv |
Ruiz Ruiz, Marcos Fernando |
dc.contributor.author.fl_str_mv |
Cabrera Paredes, Sergio Sebastian Gonzales Cotera, Marjory Lucero Anabel |
dc.subject.es_PE.fl_str_mv |
Servicio al cliente Escuelas Producción eficiente |
topic |
Servicio al cliente Escuelas Producción eficiente Customer services Schools Lean manufacturing https://purl.org/pe-repo/ocde/ford#2.11.04 |
dc.subject.en_EN.fl_str_mv |
Customer services Schools Lean manufacturing |
dc.subject.ocde.none.fl_str_mv |
https://purl.org/pe-repo/ocde/ford#2.11.04 |
description |
The purpose of this research is to reduce the duration of processes and waiting times in the customer service modules of an educational institution. For this purpose, the use of the Lean Manufacturing methodology is proposed, following the framework formulated by the DMAIC sequence proposed by Lean Six Sigma, which consists of five consecutive stages: define, measure, analyze, improve and control; In each of them, the description, techniques, instruments, and validation are presented. Through an unstructured interview with customer service personnel and administrative staff, information was gathered to build a simulation model of the initial situation in the Arena 15.1 software. Then, three improvement alternatives were designed, and their results were compared with the original scenario, and it was concluded that the standardization of subprocesses and the hiring of additional personnel significantly improved the indicators. Furthermore, this study proposes to the educational management community a framework for evaluating and comprehensively improving customer service, along with five criteria for assessing customer service in this type of institution. However, it can be replicated in other organizations where customer service is relevant. Finally, although the impact of the proposals was meticulously measured through the Output Analyzer software, it would be even more accurate to analyze the consequences of the improvements if they were implemented in real life. |
publishDate |
2023 |
dc.date.accessioned.none.fl_str_mv |
2024-03-26T13:51:03Z |
dc.date.available.none.fl_str_mv |
2024-03-26T13:51:03Z |
dc.date.issued.fl_str_mv |
2023 |
dc.type.none.fl_str_mv |
info:eu-repo/semantics/bachelorThesis |
dc.type.other.none.fl_str_mv |
Tesis |
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bachelorThesis |
dc.identifier.citation.es_PE.fl_str_mv |
Cabrera Paredes, S. S., & Gonzales Cotera, M. L. A. (2023). Improving customer service in schools based on Lean and simulation: A case study [Tesis para optar el Título Profesional de Ingeniero Industrial, Universidad de Lima]. Repositorio Institucional de la Universidad de Lima. https://hdl.handle.net/20.500.12724/20069 |
dc.identifier.uri.none.fl_str_mv |
https://hdl.handle.net/20.500.12724/20069 |
dc.identifier.isni.none.fl_str_mv |
121541816 |
identifier_str_mv |
Cabrera Paredes, S. S., & Gonzales Cotera, M. L. A. (2023). Improving customer service in schools based on Lean and simulation: A case study [Tesis para optar el Título Profesional de Ingeniero Industrial, Universidad de Lima]. Repositorio Institucional de la Universidad de Lima. https://hdl.handle.net/20.500.12724/20069 121541816 |
url |
https://hdl.handle.net/20.500.12724/20069 |
dc.language.iso.none.fl_str_mv |
eng |
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eng |
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SUNEDU |
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info:eu-repo/semantics/openAccess |
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https://creativecommons.org/licenses/by-nc-sa/4.0/ |
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openAccess |
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https://creativecommons.org/licenses/by-nc-sa/4.0/ |
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application/pdf |
dc.publisher.none.fl_str_mv |
Universidad de Lima |
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PE |
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Universidad de Lima |
dc.source.none.fl_str_mv |
Repositorio Institucional - Ulima Universidad de Lima reponame:ULIMA-Institucional instname:Universidad de Lima instacron:ULIMA |
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Universidad de Lima |
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Ruiz Ruiz, Marcos FernandoCabrera Paredes, Sergio SebastianGonzales Cotera, Marjory Lucero Anabel2024-03-26T13:51:03Z2024-03-26T13:51:03Z2023Cabrera Paredes, S. S., & Gonzales Cotera, M. L. A. (2023). Improving customer service in schools based on Lean and simulation: A case study [Tesis para optar el Título Profesional de Ingeniero Industrial, Universidad de Lima]. Repositorio Institucional de la Universidad de Lima. https://hdl.handle.net/20.500.12724/20069https://hdl.handle.net/20.500.12724/20069121541816The purpose of this research is to reduce the duration of processes and waiting times in the customer service modules of an educational institution. For this purpose, the use of the Lean Manufacturing methodology is proposed, following the framework formulated by the DMAIC sequence proposed by Lean Six Sigma, which consists of five consecutive stages: define, measure, analyze, improve and control; In each of them, the description, techniques, instruments, and validation are presented. Through an unstructured interview with customer service personnel and administrative staff, information was gathered to build a simulation model of the initial situation in the Arena 15.1 software. Then, three improvement alternatives were designed, and their results were compared with the original scenario, and it was concluded that the standardization of subprocesses and the hiring of additional personnel significantly improved the indicators. Furthermore, this study proposes to the educational management community a framework for evaluating and comprehensively improving customer service, along with five criteria for assessing customer service in this type of institution. However, it can be replicated in other organizations where customer service is relevant. Finally, although the impact of the proposals was meticulously measured through the Output Analyzer software, it would be even more accurate to analyze the consequences of the improvements if they were implemented in real life.El objetivo de esta investigación es proponer y evaluar alternativas de mejora para la disminución de la duración de los procesos y la reducción de los tiempos de espera en los módulos de atención al cliente de una institución educativa. Para ello, se propone el uso de la metodología Lean Manufacturing siguiendo el marco de trabajo formulado por la secuencia DMAIC propuesta por Lean Six Sigma que consta de cinco etapas consecutivas: definir, medir, analizar, mejorar y controlar; en cada una de ellas, se presenta la descripción, técnicas, instrumentos y validación. A través de entrevistas no estructuradas con el personal de alta dirección y personal administrativo se recopiló información para construir un modelo de simulación de la situación inicial en el software Arena. A partir de ello, se diseñaron tres alternativas de mejora cuyos resultados se compararon con el escenario original, y se concluyó que la estandarización de subprocesos y la contratación de personal adicional mejoraron significativamente los indicadores propuestos. Asimismo, este estudio propone a la comunidad dedicada a la gestión educativa un marco de trabajo para evaluar y mejorar integralmente el servicio de atención al cliente junto a cinco criterios para poder valorarlo en este tipo de instituciones. No obstante, se puede replicar en otras organizaciones donde sea relevante la atención al cliente. Por último, si bien el impacto de las propuestas se midió meticulosamente a través del programa Output Analyzer, sería aún más preciso analizar las consecuencias de las mejoras si se implementan en la vida realapplication/pdfengUniversidad de LimaPEinfo:eu-repo/semantics/openAccesshttps://creativecommons.org/licenses/by-nc-sa/4.0/Repositorio Institucional - UlimaUniversidad de Limareponame:ULIMA-Institucionalinstname:Universidad de Limainstacron:ULIMAServicio al clienteEscuelasProducción eficienteCustomer servicesSchoolsLean manufacturinghttps://purl.org/pe-repo/ocde/ford#2.11.04Improving customer service in schools based on Lean and simulation: A case studyinfo:eu-repo/semantics/bachelorThesisTesisSUNEDUTítulo ProfesionalIngeniería IndustrialUniversidad de Lima. Facultad de IngenieríaIngeniero Industrialhttps://orcid.org/0000-0001-5147-8512100025057220267195906872570990https://purl.org/pe-repo/renati/level#tituloProfesionalGarcia Lopez, Yvan JesusSantos Figueroa, Luis EnriqueRuiz Ruiz, Marcos Fernandohttps://purl.org/pe-repo/renati/type#tesis015TEXTT018_71959068_T.pdf.txtT018_71959068_T.pdf.txtExtracted texttext/plain15298https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/4/T018_71959068_T.pdf.txta7b6217f57d2531fa9d0abe219865b72MD54FA_71959068_SR.pdf.txtFA_71959068_SR.pdf.txtExtracted texttext/plain2637https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/6/FA_71959068_SR.pdf.txtdc652103470a42a1e9da3f416628c44aMD56TURNITIN_CABRERA PAREDES SERGIO SEBASTIAN_20182357.pdf.txtTURNITIN_CABRERA PAREDES SERGIO SEBASTIAN_20182357.pdf.txtExtracted texttext/plain514https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/8/TURNITIN_CABRERA%20PAREDES%20SERGIO%20SEBASTIAN_20182357.pdf.txteaf0d30ef582dcd8228a96f94b11f73bMD58ORIGINALT018_71959068_T.pdfT018_71959068_T.pdfTesisapplication/pdf259910https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/1/T018_71959068_T.pdfca7994a58c34555e0c4a06dce251ed54MD51FA_71959068_SR.pdfFA_71959068_SR.pdfAutorizaciónapplication/pdf225294https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/2/FA_71959068_SR.pdf3234cf6e6410b5b48e30d332897c8fb5MD52TURNITIN_CABRERA PAREDES SERGIO SEBASTIAN_20182357.pdfTURNITIN_CABRERA PAREDES SERGIO SEBASTIAN_20182357.pdfReporte de similitudapplication/pdf1619948https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/3/TURNITIN_CABRERA%20PAREDES%20SERGIO%20SEBASTIAN_20182357.pdf8364377b116951651b1d9bce24cad9f4MD53THUMBNAILT018_71959068_T.pdf.jpgT018_71959068_T.pdf.jpgGenerated Thumbnailimage/jpeg10082https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/5/T018_71959068_T.pdf.jpgea463285e898d080e04b9dcf48b956ddMD55FA_71959068_SR.pdf.jpgFA_71959068_SR.pdf.jpgGenerated Thumbnailimage/jpeg16438https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/7/FA_71959068_SR.pdf.jpgce99c188ab6dac7f6873e182d63cc7b2MD57TURNITIN_CABRERA PAREDES SERGIO SEBASTIAN_20182357.pdf.jpgTURNITIN_CABRERA PAREDES SERGIO SEBASTIAN_20182357.pdf.jpgGenerated Thumbnailimage/jpeg7160https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/9/TURNITIN_CABRERA%20PAREDES%20SERGIO%20SEBASTIAN_20182357.pdf.jpgb4377db1c7525ce3a05bac096f14b47bMD5920.500.12724/20069oai:repositorio.ulima.edu.pe:20.500.12724/200692024-12-04 09:47:19.599Repositorio Universidad de Limarepositorio@ulima.edu.pe |
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La información contenida en este registro es de entera responsabilidad de la institución que gestiona el repositorio institucional donde esta contenido este documento o set de datos. El CONCYTEC no se hace responsable por los contenidos (publicaciones y/o datos) accesibles a través del Repositorio Nacional Digital de Ciencia, Tecnología e Innovación de Acceso Abierto (ALICIA).