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Cruzado, L., (2024). Mejora del nivel del servicio de saneamiento ambiental de la empresa IMASA SA [Universidad Nacional de Trujillo]. https://hdl.handle.net/20.500.14414/21011
Cruzado, L., Mejora del nivel del servicio de saneamiento ambiental de la empresa IMASA SA []. PE: Universidad Nacional de Trujillo; 2024. https://hdl.handle.net/20.500.14414/21011
@misc{renati/1043677,
title = "Mejora del nivel del servicio de saneamiento ambiental de la empresa IMASA SA",
author = "Cruzado Alvites, Leonisa",
publisher = "Universidad Nacional de Trujillo",
year = "2024"
}
Título: Mejora del nivel del servicio de saneamiento ambiental de la empresa IMASA SA
Autor(es): Cruzado Alvites, Leonisa
Asesor(es): Hernández Molina Angel
Palabras clave: Saneamiento ambiental
Campo OCDE: https://purl.org/pe-repo/ocde/ford#2.00.00
Fecha de publicación: 2024
Institución: Universidad Nacional de Trujillo
Resumen: El presente informe se desarrolló con el objetivo de mejorar el nivel de servicio de saneamiento ambiental que brinda la empresa IMASA S.A, se utilizó la metodología del ciclo de Deming que tiene como finalidad la mejora continua de la calidad de los procesos, la cual se desarrolla de forma sistemática para lograr la disminución de fallas, solución de problemas, previsión, eliminación de riesgos potenciales y aumento de la eficacia y eficiencia. Concluyendo que el nivel del servicio ha mejorado, lo que se evidencia con la satisfacción del cliente; como parte de la mejora continua se ha elaborado, cronograma de saneamiento ambiental en el que se establece las actividades y plazos establecidos, formatos de encuesta de satisfacción del cliente, check list de entrega de informes, cronograma de capacitación para el personal, diagrama de operaciones para mejorar los procesos y procedimiento estandarizados para desratización, desinsectación, desinfección, limpieza - desinfección de reservorios de agua potable; finalmente se obtuvo como resultados que la satisfacción del cliente mejoró de 75.32% en el semestre I a un 87.14% en el semestre II del 2021, lo que representa un incremento de 11.83%, así mismo se mejoró la entrega de informes, en los plazos establecidos por el cliente obteniendo como resultado 79.75% en el semestre I a un 86.88% en el semestre II del año 2021; lo que representa un incremento de 7.12% de mejora en el nivel óptimo.
Posteriormente, recomendamos a IMASA SA a adoptar de forma responsable un compromiso de mejora continua como parte de su cultura corporativa, involucrando a todos los empleados que la conforma el área de Saneamiento Ambiental.
This report was developed with the objective of improving the level of environmental sanitation service provided by the company IMASA S.A, the Methodology of the Deming cycle was used that aims to continue the continuous improvement of the quality of the processes, which develops systematically to achieve the decrease in failures, problem solving, forecast, elimination of potential risks and increased efficacy and efficiency. Concluding that the service level has improved, which is evidenced by customer satisfaction; As part of the continuous improvement, environmental sanitation schedule has been developed, established by established activities and deadlines, customer satisfaction survey formats, check delivery delivery list, training schedule for staff, operations diagram to improve standardized processes and procedures for deratization, disinsection, disinfection, cleaning - disinfection of drinking water reservoirs; Finally, it was obtained as results that customer satisfaction improved from 75.32% in semester I to 87.14% in semester II of 2021, which represents an increase of 11.83%, likewise the delivery of reports was improved, in the deadlines established by the client obtaining as a result 79.75% in semester I at 86.88% in semester II of the year 2021; which represents an increase of 7.12% improvement at the optimal level. Subsequently, we recommend IMASA SA to responsible in a responsible manner a commitment to continuous improvement as part of their corporate culture, involving all employees that make it up for the environmental sanitation area.
This report was developed with the objective of improving the level of environmental sanitation service provided by the company IMASA S.A, the Methodology of the Deming cycle was used that aims to continue the continuous improvement of the quality of the processes, which develops systematically to achieve the decrease in failures, problem solving, forecast, elimination of potential risks and increased efficacy and efficiency. Concluding that the service level has improved, which is evidenced by customer satisfaction; As part of the continuous improvement, environmental sanitation schedule has been developed, established by established activities and deadlines, customer satisfaction survey formats, check delivery delivery list, training schedule for staff, operations diagram to improve standardized processes and procedures for deratization, disinsection, disinfection, cleaning - disinfection of drinking water reservoirs; Finally, it was obtained as results that customer satisfaction improved from 75.32% in semester I to 87.14% in semester II of 2021, which represents an increase of 11.83%, likewise the delivery of reports was improved, in the deadlines established by the client obtaining as a result 79.75% in semester I at 86.88% in semester II of the year 2021; which represents an increase of 7.12% improvement at the optimal level. Subsequently, we recommend IMASA SA to responsible in a responsible manner a commitment to continuous improvement as part of their corporate culture, involving all employees that make it up for the environmental sanitation area.
Enlace al repositorio: https://hdl.handle.net/20.500.14414/21011
Disciplina académico-profesional: Ingenieria Industrial
Institución que otorga el grado o título: Universidad Nacional de Trujillo, Facultad de Ingenieria
Grado o título: Ingeniero Industrial
Jurado: Orejuela Guerrero, Luisa Angelica; Sifuentes Hinostroza, Hermes Natividas; Hernadez Molina, Agel
Fecha de registro: 9-abr-2024
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