Implementation of lean six sigma to improve the quality of service of a company in the restaurant sector

Descripción del Articulo

The research proposed to implement Lean Six Sigma in a restaurant company to improve the service quality of Siu Mai snacks delivered via delivery. The study was based on a pre-experimental design with a quantitative approach and evaluating customer perception before and after using the Servqual meth...

Descripción completa

Detalles Bibliográficos
Autores: Paz Acosta, Andrea Gianella, Paz Acosta, Valeria Alexandra
Formato: tesis de grado
Fecha de Publicación:2025
Institución:Universidad de Lima
Repositorio:ULIMA-Institucional
Lenguaje:inglés
OAI Identifier:oai:repositorio.ulima.edu.pe:20.500.12724/22478
Enlace del recurso:https://hdl.handle.net/20.500.12724/22478
Nivel de acceso:acceso abierto
Materia:https://purl.org/pe-repo/ocde/ford#2.11.04
id RULI_cf839f261aa40f0c3a32eb6a6ef69e3b
oai_identifier_str oai:repositorio.ulima.edu.pe:20.500.12724/22478
network_acronym_str RULI
network_name_str ULIMA-Institucional
repository_id_str 3883
dc.title.en_EN.fl_str_mv Implementation of lean six sigma to improve the quality of service of a company in the restaurant sector
title Implementation of lean six sigma to improve the quality of service of a company in the restaurant sector
spellingShingle Implementation of lean six sigma to improve the quality of service of a company in the restaurant sector
Paz Acosta, Andrea Gianella
https://purl.org/pe-repo/ocde/ford#2.11.04
title_short Implementation of lean six sigma to improve the quality of service of a company in the restaurant sector
title_full Implementation of lean six sigma to improve the quality of service of a company in the restaurant sector
title_fullStr Implementation of lean six sigma to improve the quality of service of a company in the restaurant sector
title_full_unstemmed Implementation of lean six sigma to improve the quality of service of a company in the restaurant sector
title_sort Implementation of lean six sigma to improve the quality of service of a company in the restaurant sector
author Paz Acosta, Andrea Gianella
author_facet Paz Acosta, Andrea Gianella
Paz Acosta, Valeria Alexandra
author_role author
author2 Paz Acosta, Valeria Alexandra
author2_role author
dc.contributor.advisor.fl_str_mv Ávalos Ortecho, Edilberto Miguel
dc.contributor.author.fl_str_mv Paz Acosta, Andrea Gianella
Paz Acosta, Valeria Alexandra
dc.subject.ocde.none.fl_str_mv https://purl.org/pe-repo/ocde/ford#2.11.04
topic https://purl.org/pe-repo/ocde/ford#2.11.04
description The research proposed to implement Lean Six Sigma in a restaurant company to improve the service quality of Siu Mai snacks delivered via delivery. The study was based on a pre-experimental design with a quantitative approach and evaluating customer perception before and after using the Servqual method. In the initial analysis, lack of employee induction, poor order management and lack of process evaluation were found as causes of low quality. Using DMAIC, processes were improved with BPMN and Kanban to follow the order flow, which optimized processes, reduced waiting times and improved service quality. The results showed that the Servqual score improved from 4.07 to 6.09, while the CP and CPK indicators improved significantly. It was concluded that the implementation of Lean Six Sigma using tools such as VSM, Kanban and SIPOC helped improve service quality and customer satisfaction by optimizing processes, reducing waiting times and improving the ability to respond empathetically to customers.
publishDate 2025
dc.date.accessioned.none.fl_str_mv 2025-04-09T22:03:34Z
dc.date.available.none.fl_str_mv 2025-04-09T22:03:34Z
dc.date.issued.fl_str_mv 2025
dc.type.none.fl_str_mv info:eu-repo/semantics/bachelorThesis
dc.type.other.none.fl_str_mv Tesis
format bachelorThesis
dc.identifier.uri.none.fl_str_mv https://hdl.handle.net/20.500.12724/22478
dc.identifier.isni.none.fl_str_mv 0000000121541816
url https://hdl.handle.net/20.500.12724/22478
identifier_str_mv 0000000121541816
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/20.500.12724/22478/1/T018_73115775_T.pdf
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/2/FA_73115775_SR.pdf
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/3/TURNITIN_PAZ%20ACOSTA%20ANDREA%20GIANELLA_20171158%20%20.pdf
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/4/T018_73115775_T.pdf.txt
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/6/FA_73115775_SR.pdf.txt
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/8/TURNITIN_PAZ%20ACOSTA%20ANDREA%20GIANELLA_20171158%20%20.pdf.txt
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/5/T018_73115775_T.pdf.jpg
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/7/FA_73115775_SR.pdf.jpg
https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/9/TURNITIN_PAZ%20ACOSTA%20ANDREA%20GIANELLA_20171158%20%20.pdf.jpg
bitstream.checksum.fl_str_mv 948f8ce2a95bbed95cd6cc88382f2385
c4b317226ef505eef3a2e43553a1ea26
7fa503d908820b4f659c7261ba9ab144
e38469c4e0f185685629d2bd7bbfacac
83483e13502a9722f61afb61de18beb1
317ae7c21a326fdc21114d8710bed65c
2c24c914d15650c96f7823cd7565a935
68359e15d39554b997791b9d8122f9d8
eb756147a30ee15f92759201acc84c0e
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_ 1847246679385833472
spelling Ávalos Ortecho, Edilberto MiguelPaz Acosta, Andrea GianellaPaz Acosta, Valeria Alexandra2025-04-09T22:03:34Z2025-04-09T22:03:34Z2025https://hdl.handle.net/20.500.12724/224780000000121541816The research proposed to implement Lean Six Sigma in a restaurant company to improve the service quality of Siu Mai snacks delivered via delivery. The study was based on a pre-experimental design with a quantitative approach and evaluating customer perception before and after using the Servqual method. In the initial analysis, lack of employee induction, poor order management and lack of process evaluation were found as causes of low quality. Using DMAIC, processes were improved with BPMN and Kanban to follow the order flow, which optimized processes, reduced waiting times and improved service quality. The results showed that the Servqual score improved from 4.07 to 6.09, while the CP and CPK indicators improved significantly. It was concluded that the implementation of Lean Six Sigma using tools such as VSM, Kanban and SIPOC helped improve service quality and customer satisfaction by optimizing processes, reducing waiting times and improving the ability to respond empathetically to customers.El presente trabajo propuso implementar Lean Six Sigma en una empresa del sector restaurante para mejorar la calidad de servicio de sus bocaditos chinos entregados por delivery. El estudio se baso en un diseño pre experimental con enfoque cuantitativo y evaluando la percepción de los clientes antes y despues de utilizar el método Servqual. En el análisis inicial se encontró como causas de la baja calidad la falta de inducción de los empleados, la mala gestión de los pedidos y a la falta de evaluación de los procesos. Utilizando DMAIC se mejoraron los procesos con BPMN y Kanban para seguir el flujo de pedidos, lo que optimizó los procesos, redujo los tiempos de espera y mejoró la calidad del servicio. Los resultados mostraron que el puntaje de Servqual mejoró de 4.07 a 6.09, mientras que los indicadores CP y CPK mejoraron significativamente. Se concluyó que la implementación de Lean Six Sigma utilizando herramientas como VSM, Kanban y SIPOC ayudó a mejorar la calidad de servicio y la satisfacción del cliente optimizando procesos, reduciendo tiempos de espera y mejorando la capacidad de responder empáticamente a los clientes.application/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:ULIMAImplementation of lean six sigma to improve the quality of service of a company in the restaurant sectorinfo:eu-repo/semantics/bachelorThesisTesishttps://purl.org/pe-repo/ocde/ford#2.11.04SUNEDUTítulo ProfesionalIngeniería IndustrialUniversidad de Lima. Facultad de IngenieríaIngeniero Industrialhttps://orcid.org/0000-0003-0939-634x178969557220267311577573115777https://purl.org/pe-repo/renati/level#tituloProfesionalVásquez Rivas Plata, RuthNoriega Araníbar, María TeresaAvalos Ortecho, Edilberto Miguelhttps://purl.org/pe-repo/renati/type#tesisOIORIGINALT018_73115775_T.pdfT018_73115775_T.pdfDescargarapplication/pdf299938https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/1/T018_73115775_T.pdf948f8ce2a95bbed95cd6cc88382f2385MD51FA_73115775_SR.pdfFA_73115775_SR.pdfAutorizaciónapplication/pdf263410https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/2/FA_73115775_SR.pdfc4b317226ef505eef3a2e43553a1ea26MD52TURNITIN_PAZ ACOSTA ANDREA GIANELLA_20171158 .pdfTURNITIN_PAZ ACOSTA ANDREA GIANELLA_20171158 .pdfReporte de similitudapplication/pdf350231https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/3/TURNITIN_PAZ%20ACOSTA%20ANDREA%20GIANELLA_20171158%20%20.pdf7fa503d908820b4f659c7261ba9ab144MD53TEXTT018_73115775_T.pdf.txtT018_73115775_T.pdf.txtExtracted texttext/plain20443https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/4/T018_73115775_T.pdf.txte38469c4e0f185685629d2bd7bbfacacMD54FA_73115775_SR.pdf.txtFA_73115775_SR.pdf.txtExtracted texttext/plain4417https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/6/FA_73115775_SR.pdf.txt83483e13502a9722f61afb61de18beb1MD56TURNITIN_PAZ ACOSTA ANDREA GIANELLA_20171158 .pdf.txtTURNITIN_PAZ ACOSTA ANDREA GIANELLA_20171158 .pdf.txtExtracted texttext/plain23911https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/8/TURNITIN_PAZ%20ACOSTA%20ANDREA%20GIANELLA_20171158%20%20.pdf.txt317ae7c21a326fdc21114d8710bed65cMD58THUMBNAILT018_73115775_T.pdf.jpgT018_73115775_T.pdf.jpgGenerated Thumbnailimage/jpeg10713https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/5/T018_73115775_T.pdf.jpg2c24c914d15650c96f7823cd7565a935MD55FA_73115775_SR.pdf.jpgFA_73115775_SR.pdf.jpgGenerated Thumbnailimage/jpeg20943https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/7/FA_73115775_SR.pdf.jpg68359e15d39554b997791b9d8122f9d8MD57TURNITIN_PAZ ACOSTA ANDREA GIANELLA_20171158 .pdf.jpgTURNITIN_PAZ ACOSTA ANDREA GIANELLA_20171158 .pdf.jpgGenerated Thumbnailimage/jpeg12126https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22478/9/TURNITIN_PAZ%20ACOSTA%20ANDREA%20GIANELLA_20171158%20%20.pdf.jpgeb756147a30ee15f92759201acc84c0eMD5920.500.12724/22478oai:repositorio.ulima.edu.pe:20.500.12724/224782025-09-18 08:06:25.719Repositorio Universidad de Limarepositorio@ulima.edu.pe
score 13.130007
Implementation of lean six sigma to improve the quality of service of a company in the restaurant sector
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).

Ejemplares Similares