Integrated lean BPM model to increase customer loyalty in a last-mile courier

Descripción del Articulo

E-commerce has gained worldwide importance, reaching 19% of total sales in 2020 due to the pandemic [1]. In Peru, its growth was 44.2% from 2018 to 2019 [2], prompting retail companies to enhance their delivery services. Speed and quality in distribution are key factors for customer loyalty, as cons...

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Detalles Bibliográficos
Autores: Chuman Bobadilla, Mauricio Alonso, Liendo Carrillo, Alexander Sebastian
Formato: tesis de grado
Fecha de Publicación:2025
Institución:Universidad de Lima
Repositorio:ULIMA-Institucional
Lenguaje:español
OAI Identifier:oai:repositorio.ulima.edu.pe:20.500.12724/22846
Enlace del recurso:https://hdl.handle.net/20.500.12724/22846
Nivel de acceso:acceso abierto
Materia:Reparto de mercancías
Empresas de mensajería
Fidelización del cliente
Reingeniería
Producción eficiente
https://purl.org/pe-repo/ocde/ford#2.11.04
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dc.title.en_EN.fl_str_mv Integrated lean BPM model to increase customer loyalty in a last-mile courier
title Integrated lean BPM model to increase customer loyalty in a last-mile courier
spellingShingle Integrated lean BPM model to increase customer loyalty in a last-mile courier
Chuman Bobadilla, Mauricio Alonso
Reparto de mercancías
Empresas de mensajería
Fidelización del cliente
Reingeniería
Producción eficiente
https://purl.org/pe-repo/ocde/ford#2.11.04
title_short Integrated lean BPM model to increase customer loyalty in a last-mile courier
title_full Integrated lean BPM model to increase customer loyalty in a last-mile courier
title_fullStr Integrated lean BPM model to increase customer loyalty in a last-mile courier
title_full_unstemmed Integrated lean BPM model to increase customer loyalty in a last-mile courier
title_sort Integrated lean BPM model to increase customer loyalty in a last-mile courier
author Chuman Bobadilla, Mauricio Alonso
author_facet Chuman Bobadilla, Mauricio Alonso
Liendo Carrillo, Alexander Sebastian
author_role author
author2 Liendo Carrillo, Alexander Sebastian
author2_role author
dc.contributor.advisor.fl_str_mv Quiroz Flores, Juan Carlos
dc.contributor.author.fl_str_mv Chuman Bobadilla, Mauricio Alonso
Liendo Carrillo, Alexander Sebastian
dc.subject.es_PE.fl_str_mv Reparto de mercancías
Empresas de mensajería
Fidelización del cliente
Reingeniería
Producción eficiente
topic Reparto de mercancías
Empresas de mensajería
Fidelización del cliente
Reingeniería
Producción eficiente
https://purl.org/pe-repo/ocde/ford#2.11.04
dc.subject.ocde.none.fl_str_mv https://purl.org/pe-repo/ocde/ford#2.11.04
description E-commerce has gained worldwide importance, reaching 19% of total sales in 2020 due to the pandemic [1]. In Peru, its growth was 44.2% from 2018 to 2019 [2], prompting retail companies to enhance their delivery services. Speed and quality in distribution are key factors for customer loyalty, as consumers are willing to pay more for shorter delivery times and better service [3]. The retail sector accounted for 10.7% of Peru’s GDP in 2019 [4] and generated over 107,000 jobs in 2018 [5], highlighting its economic significance. Given this context, logistics companies must strengthen customer relationships by providing optimal service and exceptional support [6]. Lean methodology has proven effective in eliminating non-value-adding activities, improving operational efficiency [7]. Additionally, BPM implementation has allowed companies to automate processes, reducing service times by 10.7% and positively impacting customer experience [8]. This study proposes an integrated Lean BPM model to enhance the management of non-conforming orders in last-mile courier services, aiming to increase customer loyalty through process optimization.
publishDate 2025
dc.date.accessioned.none.fl_str_mv 2025-06-17T22:00:48Z
dc.date.available.none.fl_str_mv 2025-06-17T22:00:48Z
dc.date.issued.fl_str_mv 2025
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dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidad de Lima
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spelling Quiroz Flores, Juan CarlosChuman Bobadilla, Mauricio AlonsoLiendo Carrillo, Alexander Sebastian2025-06-17T22:00:48Z2025-06-17T22:00:48Z2025https://hdl.handle.net/20.500.12724/228460000000121541816E-commerce has gained worldwide importance, reaching 19% of total sales in 2020 due to the pandemic [1]. In Peru, its growth was 44.2% from 2018 to 2019 [2], prompting retail companies to enhance their delivery services. Speed and quality in distribution are key factors for customer loyalty, as consumers are willing to pay more for shorter delivery times and better service [3]. The retail sector accounted for 10.7% of Peru’s GDP in 2019 [4] and generated over 107,000 jobs in 2018 [5], highlighting its economic significance. Given this context, logistics companies must strengthen customer relationships by providing optimal service and exceptional support [6]. Lean methodology has proven effective in eliminating non-value-adding activities, improving operational efficiency [7]. Additionally, BPM implementation has allowed companies to automate processes, reducing service times by 10.7% and positively impacting customer experience [8]. This study proposes an integrated Lean BPM model to enhance the management of non-conforming orders in last-mile courier services, aiming to increase customer loyalty through process optimization.El comercio electrónico ha ganado relevancia a nivel mundial y, debido a la pandemia, alcanzó el 19% de las ventas totales en 2020 [1]. En Perú, su crecimiento fue del 44.2% entre 2018 y 2019 [2], lo que ha llevado a las empresas de retail a mejorar sus servicios de entrega. La rapidez y calidad en la distribución son factores clave para la fidelización de clientes, quienes están dispuestos a pagar más por tiempos de entrega más cortos y un mejor servicio [3]. El sector retail representó el 10.7% del PBI en Perú en 2019 [4] y generó más de 107,000 empleos en 2018 [5], lo que subraya su importancia económica. Ante este contexto, las empresas de logística deben fortalecer sus relaciones con los clientes a través de un servicio óptimo y soporte excepcional [6]. La metodología Lean ha demostrado su eficacia en la eliminación de actividades que no generan valor, logrando mejorar la eficiencia operativa [7]. Por otro lado, la implementación de BPM ha permitido a empresas automatizar procesos y reducir tiempos de atención en un 10.7%, impactando positivamente en la experiencia del cliente [8]. En este estudio, se propone un modelo integrado Lean BPM para mejorar la gestión de pedidos no conformes en empresas de mensajería de última milla, con el objetivo de aumentar la lealtad del cliente mediante la optimización de procesos.application/pdfspaUniversidad de LimaPEinfo:eu-repo/semantics/openAccesshttps://creativecommons.org/licenses/by-nc-sa/4.0/Reparto de mercancíasEmpresas de mensajeríaFidelización del clienteReingenieríaProducción eficientehttps://purl.org/pe-repo/ocde/ford#2.11.04Integrated lean BPM model to increase customer loyalty in a last-mile courierinfo:eu-repo/semantics/bachelorThesisTesisreponame:ULIMA-Institucionalinstname:Universidad de Limainstacron:ULIMASUNEDUTitulo profesionalIngeniería IndustrialUniversidad de Lima. Facultad de IngenieríaIngeniero Industrialhttps://orcid.org/0000-0003-1858-4123103002857220267374700873323153https://purl.org/pe-repo/renati/level#tituloProfesionalUrbina Rivera, Carlos MedardoSantos Figueroa, Luis EnriqueQuiroz Flores, Juan Carloshttps://purl.org/pe-repo/renati/type#tesisOIORIGINALT018_73747008_T.pdfT018_73747008_T.pdfDescargarapplication/pdf232174https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22846/1/T018_73747008_T.pdfe55af321a1f5e94eb336616df15f6f1fMD51FA_73747008_SR.pdfFA_73747008_SR.pdfAutorizaciónapplication/pdf237882https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22846/2/FA_73747008_SR.pdfc3bbb2b3d6a190245fb68e71bf5a4082MD52TURNITIN_CHUMAN BOBADILLA MAURICIO ALONSO_20170387 .pdfTURNITIN_CHUMAN BOBADILLA MAURICIO ALONSO_20170387 .pdfReporte de similitudapplication/pdf1412769https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22846/3/TURNITIN_CHUMAN%20BOBADILLA%20MAURICIO%20ALONSO_20170387%20%20.pdfb1860bd330e5a6a78a7efa177bcf53afMD53TEXTT018_73747008_T.pdf.txtT018_73747008_T.pdf.txtExtracted texttext/plain11297https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22846/4/T018_73747008_T.pdf.txtc33192bc0416e7354fc4cecccb031cb8MD54FA_73747008_SR.pdf.txtFA_73747008_SR.pdf.txtExtracted texttext/plain4315https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22846/6/FA_73747008_SR.pdf.txt826c5e3a56f50391cb7848abeb8f7101MD56TURNITIN_CHUMAN BOBADILLA MAURICIO ALONSO_20170387 .pdf.txtTURNITIN_CHUMAN BOBADILLA MAURICIO ALONSO_20170387 .pdf.txtExtracted texttext/plain576https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22846/8/TURNITIN_CHUMAN%20BOBADILLA%20MAURICIO%20ALONSO_20170387%20%20.pdf.txt8079cdfbd348eec8a172aa00ac38b454MD58THUMBNAILT018_73747008_T.pdf.jpgT018_73747008_T.pdf.jpgGenerated Thumbnailimage/jpeg9577https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22846/5/T018_73747008_T.pdf.jpge0a2edcc40f520172b386f490217b953MD55FA_73747008_SR.pdf.jpgFA_73747008_SR.pdf.jpgGenerated Thumbnailimage/jpeg20669https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22846/7/FA_73747008_SR.pdf.jpg2a2e9f3b6d9ec1cf1603084baac3e4dfMD57TURNITIN_CHUMAN BOBADILLA MAURICIO ALONSO_20170387 .pdf.jpgTURNITIN_CHUMAN BOBADILLA MAURICIO ALONSO_20170387 .pdf.jpgGenerated Thumbnailimage/jpeg8275https://repositorio.ulima.edu.pe/bitstream/20.500.12724/22846/9/TURNITIN_CHUMAN%20BOBADILLA%20MAURICIO%20ALONSO_20170387%20%20.pdf.jpge9fe013c1abd70ff26a0adf08ab77645MD5920.500.12724/22846oai:repositorio.ulima.edu.pe:20.500.12724/228462025-09-17 13:55:02.295Repositorio Universidad de Limarepositorio@ulima.edu.pe
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Integrated lean BPM model to increase customer loyalty in a last-mile courier
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