Bibliographic citations
Pacheco, G., Camacho, A. (2024). Implementación de la metodología DMAIC y herramientas Lean Office para incrementar el porcentaje de requerimientos atendidos dentro del plazo en una MYPE del sector servicios [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/683697
Pacheco, G., Camacho, A. Implementación de la metodología DMAIC y herramientas Lean Office para incrementar el porcentaje de requerimientos atendidos dentro del plazo en una MYPE del sector servicios [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/683697
@misc{renati/1300744,
title = "Implementación de la metodología DMAIC y herramientas Lean Office para incrementar el porcentaje de requerimientos atendidos dentro del plazo en una MYPE del sector servicios",
author = "Camacho Guzman, Arianna Patricia",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
This work was carried out in a Peruvian SME in the services sector, where the problem of a low percentage of requirements attended to within the deadline was identified. To identify this problem, the current state of the company under study was analyzed, as well as historical data of the processes, which showed that, on average, only 59.3% of requirements were attended to within the deadline established by the client in recent years. With the problem identified, the root causes of this were determined, which generated economic losses to the company under study, since, the fewer requirements attended to on time, the fewer contracts or service orders were generated. For the problem and causes identified, a solution model was designed that consists of the application of Lean Office tools through the steps of the DMAIC methodology, with the purpose of achieving an orderly process focused on results in office processes. The tools implemented were: 5S, process standardization and supplier selection and evaluation tool. By integrating these tools over a period of eight weeks, improvements of 34% were obtained for requirements met within the deadline, 82% for requirements met within the deadline and contracted, 50% for suppliers suitable for the company and 22% for compliance with the 5S methodology.
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