Bibliographic citations
Lopez, I., (2022). Aplicación del ciclo deming para mejorar la calidad del servicio de transporte en la Empresa Transportes Carmelo S. R. L. [Trabajo de suficiencia profesional, Universidad Privada del Norte]. https://hdl.handle.net/11537/32408
Lopez, I., Aplicación del ciclo deming para mejorar la calidad del servicio de transporte en la Empresa Transportes Carmelo S. R. L. [Trabajo de suficiencia profesional]. PE: Universidad Privada del Norte; 2022. https://hdl.handle.net/11537/32408
@misc{renati/1675906,
title = "Aplicación del ciclo deming para mejorar la calidad del servicio de transporte en la Empresa Transportes Carmelo S. R. L.",
author = "Lopez Moncada, Irving Hernan",
publisher = "Universidad Privada del Norte",
year = "2022"
}
The main objective of this work was to apply the Deming cycle to improve the quality of the transport service in the company Transports Carmelo SRL. Initially, an initial diagnostic analysis was carried out, obtaining information from a table of records, verifying some recurring problems that did not allow providing a good service to customers, surveys were carried out, taking samples from four different clients in order to validate the information obtained from the table. records and determine if the average level of acceptance of the service was below or above the established 70%, which the average result was 60%. Therefore, the application of the 07 steps of the PHVA was carried out, within which we analyzed the problems with the help of statistical tools such as a cause-solution matrix, Pareto chart and cause-effect diagrams. In addition, by applying these steps according to the defined stages of the PHVA, we were able to determine the corrective actions for recurring problems using the 05 Whys technique. Finally, the level of quality of service was verified again with the same clients initially evaluated through the surveys, which the average result was 84%, which the client showed a good acceptance of the quality of the transport service thanks to the improvement made.
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