Citas bibligráficas
Vásquez, Á., (2024). “Herramientas Lean Six Sigma y su influencia en la calidad del servicio médico de la empresa minera Shougang Hierro Perú S.A.A”. [Universidad Nacional de Trujillo]. https://hdl.handle.net/20.500.14414/22652
Vásquez, Á., “Herramientas Lean Six Sigma y su influencia en la calidad del servicio médico de la empresa minera Shougang Hierro Perú S.A.A”. []. PE: Universidad Nacional de Trujillo; 2024. https://hdl.handle.net/20.500.14414/22652
@misc{renati/1044307,
title = "“Herramientas Lean Six Sigma y su influencia en la calidad del servicio médico de la empresa minera Shougang Hierro Perú S.A.A”.",
author = "Vásquez Luperdi, Ángel Martín",
publisher = "Universidad Nacional de Trujillo",
year = "2024"
}
The research aimed to implement Lean Six Sigma tools to improve the quality of medical service at Shougang Hierro Perú S.A.A. A pre-experimental study was conducted with 30 patients, assessing quality using the SERVQUAL model through a 22 question survey on a 7 point Likert scale. Subsequently, an improvement plan was implemented, which included the use of Value Stream Mapping (VSM), an empathy map, and the 5S methodology along with the design of a medical service flowchart. In the initial phase of the VSM, areas for improvement were identified, with an average lead time of 72,2 minutes and a value-added time of 30,1 minutes. After applying the 5S methodology, with an 88 % compliance rate, the lead time was reduced to 57,5 minutes and the value-added time to 23,2 minutes reflecting improvements of 20,4 % and 22,9 % respectively. The overall service quality gap improved by 85,7 %, decreasing from -0,7 to -0,1 in the final SERVQUAL evaluation. In conclusion, the implementation of Lean Six Sigma tools resulted in a significant improvement in the quality of medical service at the studied company.
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