Application of lean service to increase the productivity in a micro and small enterprise in the food and beverage sector

• Autores: Nuñez Canchanya, Cinthia Eraida, Yaya Borrovich, Franchesko Sebastian
• Formato: tesis de grado
• Fecha de Publicación: 2025
• Institución: Universidad de Lima
• Repositorio: ULIMA-Institucional
• Lenguaje: inglés
• OAI Identifier: oai:repositorio.ulima.edu.pe:20.500.12724/23699
• Enlace del recurso: https://hdl.handle.net/20.500.12724/23699
• Nivel de acceso: acceso abierto
• Materia: Pendiente; https://purl.org/pe-repo/ocde/ford#2.11.04

This research applies Lean Service principles to the restaurant Anticuchería Angelita Grill, aiming to improve productivity and operational efficiency through tools such as standardized work and the SMED method. Starting from an initial assessment of key performance indicators, bottlenecks and non-value-adding activities were identified, which negatively impacted wait times, customer satisfaction, and order cancellation rates. Through process analysis, time measurement, and scenario simulation, significant improvements were implemented, reducing the average wait time from 32 to 21 minutes, lowering the cancellation rate to 0%, and increasing productivity from 1.656 to 1.875 dishes per labor hour. These results demonstrate that applying Lean Service not only optimizes resources but also enhances the customer experience in the food service sector, consolidating its value as a competitive strategy in a growing market.