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...

Descripción completa

Detalles Bibliográficos
Autores: Cabrera Paredes, Sergio Sebastian, Gonzales Cotera, Marjory Lucero Anabel
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
id RULI_b2f98e5f8c993359d27268af36c77f0a
oai_identifier_str oai:repositorio.ulima.edu.pe:20.500.12724/20069
network_acronym_str RULI
network_name_str ULIMA-Institucional
repository_id_str 3883
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
format 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
language eng
dc.relation.ispartof.fl_str_mv SUNEDU
dc.rights.*.fl_str_mv info:eu-repo/semantics/openAccess
dc.rights.uri.*.fl_str_mv https://creativecommons.org/licenses/by-nc-sa/4.0/
eu_rights_str_mv openAccess
rights_invalid_str_mv https://creativecommons.org/licenses/by-nc-sa/4.0/
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidad de Lima
dc.publisher.country.none.fl_str_mv PE
publisher.none.fl_str_mv Universidad de Lima
dc.source.none.fl_str_mv Repositorio Institucional - Ulima
Universidad de Lima
reponame:ULIMA-Institucional
instname:Universidad de Lima
instacron:ULIMA
instname_str Universidad de Lima
instacron_str ULIMA
institution ULIMA
reponame_str ULIMA-Institucional
collection ULIMA-Institucional
bitstream.url.fl_str_mv https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/4/T018_71959068_T.pdf.txt
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/6/FA_71959068_SR.pdf.txt
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/8/TURNITIN_CABRERA%20PAREDES%20SERGIO%20SEBASTIAN_20182357.pdf.txt
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/1/T018_71959068_T.pdf
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/2/FA_71959068_SR.pdf
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/3/TURNITIN_CABRERA%20PAREDES%20SERGIO%20SEBASTIAN_20182357.pdf
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/5/T018_71959068_T.pdf.jpg
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/7/FA_71959068_SR.pdf.jpg
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/20069/9/TURNITIN_CABRERA%20PAREDES%20SERGIO%20SEBASTIAN_20182357.pdf.jpg
bitstream.checksum.fl_str_mv a7b6217f57d2531fa9d0abe219865b72
dc652103470a42a1e9da3f416628c44a
eaf0d30ef582dcd8228a96f94b11f73b
ca7994a58c34555e0c4a06dce251ed54
3234cf6e6410b5b48e30d332897c8fb5
8364377b116951651b1d9bce24cad9f4
ea463285e898d080e04b9dcf48b956dd
ce99c188ab6dac7f6873e182d63cc7b2
b4377db1c7525ce3a05bac096f14b47b
bitstream.checksumAlgorithm.fl_str_mv MD5
MD5
MD5
MD5
MD5
MD5
MD5
MD5
MD5
repository.name.fl_str_mv Repositorio Universidad de Lima
repository.mail.fl_str_mv repositorio@ulima.edu.pe
_version_ 1846612297518153728
spelling 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
score 12.884314
Nota importante:
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).