Citas bibligráficas
Gonzales, B., Diaz, E. (2025). Propuesta de mejora ante la ineficiencia operativa en la subárea de atención en salón de la empresa Big Bro Burger, 2024 [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/684056
Gonzales, B., Diaz, E. Propuesta de mejora ante la ineficiencia operativa en la subárea de atención en salón de la empresa Big Bro Burger, 2024 [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2025. http://hdl.handle.net/10757/684056
@misc{renati/1668462,
title = "Propuesta de mejora ante la ineficiencia operativa en la subárea de atención en salón de la empresa Big Bro Burger, 2024",
author = "Diaz Palomino, Eduardo Arturo",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2025"
}
The study on Big Bro Burger focuses on improving operational efficiency and service quality in its dining service subarea. The identified issues include deficiencies in operational processes, prolonged service times, and errors in order-taking, which negatively affect customer experience and key performance indicators of the company. To address this situation, three alternative solutions were proposed. The first alternative focuses on improving processes through the standardization of procedures and continuous training, based on the Kaizen model and its 5S tool. This proposal aims to enhance workflow and service quality through a continuous improvement approach. The second alternative involves restructuring the restaurant layout using the Facility Layout Design (FLD) model to improve workspace and operational productivity. Finally, the implementation of a technological system is proposed for team training through gamification and microlearning techniques, enhancing staff skills in a practical and continuous manner. These alternatives align with the organization's strategic objectives, which focus on enhancing customer experience, optimizing processes, and strengthening customer loyalty. The implementation of these strategies would enable Big Bro Burger to improve its operational efficiency, reduce errors and service times, and deliver higher-quality service, ultimately resulting in greater customer satisfaction and a sustainable competitive advantage.
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