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Espinoza, R., Roca, E. (2023). Lean service model with Simulation in Arena to improve response time of the technical service in a Peruvian SME [Universidad de Lima]. https://hdl.handle.net/20.500.12724/19268
Espinoza, R., Roca, E. Lean service model with Simulation in Arena to improve response time of the technical service in a Peruvian SME []. PE: Universidad de Lima; 2023. https://hdl.handle.net/20.500.12724/19268
@misc{renati/236352,
title = "Lean service model with Simulation in Arena to improve response time of the technical service in a Peruvian SME",
author = "Roca Retuerto, Emanuel",
publisher = "Universidad de Lima",
year = "2023"
}
Title: Lean service model with Simulation in Arena to improve response time of the technical service in a Peruvian SME
Authors(s): Espinoza Guzmán, Renato Gregorio; Roca Retuerto, Emanuel
Advisor(s): Flores Pérez, Alberto Enrique
Keywords: Empresas de servicios; Mantenimiento de máquinas; Pequeñas y medianas empresas; Service industries; Maintenance and repair machinery; Small business; Competitividad; Competitiveness
OCDE field: https://purl.org/pe-repo/ocde/ford#2.11.04
Issue Date: 2023
Institution: Universidad de Lima
Abstract: The services sector has maintained sustained growth in recent decades, becoming one of the sectors contributing most to the global economy. However, the characteristics of these activities represent a challenge to companies in the sector, which seek to be more competitive in the presence of new technologies and a globalized world. In this context, the companies that offer field service for the maintenance of machinery and equipment present problems in planning their activities due to the uncertainty in demand, the distances to be covered, and to comply with the expected response time of the client. Therefore, to solve these problems, this article proposes applying manpower planning strategies and lean tools to reduce the response time in field service. The simulation models are based on these strategies and were structured and validated using Arena simulator. A 7% improvement in service level was obtained, considering the contractual response time offered to customers. The proposal will provide alternatives for field service planning and provide companies with tools to increase their competitiveness.
Link to repository: https://hdl.handle.net/20.500.12724/19268
Discipline: Ingeniería Industrial
Grade or title grantor: Universidad de Lima. Facultad de Ingeniería y Arquitectura
Grade or title: Ingeniero Industrial
Juror: Quiroz Flores, Juan Carlos; Flores Pérez, Alberto Enrique; Bonilla Pastor de Céspedes, Elsie
Register date: 14-Nov-2023
This item is licensed under a Creative Commons License