Citas bibligráficas
Mezarina, E., Avalos, L. (2023). Diseño de un modelo de gestión operativa basado en las metodologías Lean y BPM para reducir los índices de pedidos anulados en una empresa de servicios de comida rápida [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/671923
Mezarina, E., Avalos, L. Diseño de un modelo de gestión operativa basado en las metodologías Lean y BPM para reducir los índices de pedidos anulados en una empresa de servicios de comida rápida [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2023. http://hdl.handle.net/10757/671923
@misc{renati/413438,
title = "Diseño de un modelo de gestión operativa basado en las metodologías Lean y BPM para reducir los índices de pedidos anulados en una empresa de servicios de comida rápida",
author = "Avalos Maldonado, Lesly Jazmin",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2023"
}
This research arises from the need to enhance customer satisfaction and foster brand loyalty, while concurrently seeking to reduce production times through the implementation of approaches like Lean, line balancing, and BPM. Our primary goal is to optimize the process in order to decrease the number of canceled orders and ensure an increase in profits. The purpose of this research is to improve a fast-food company through a comprehensive approach that utilizes the Facility layout design, line balancing, and BPM methodologies. The objective is to elevate product quality, reduce delivery times, and quickly adapt to changing customer needs, with the aim of achieving competitiveness in the market and total customer satisfaction. Firstly, background information on the industry is investigated, and a theoretical framework is developed to delve into key definitions. Likewise, a review of the literature is conducted, focusing on three variables: the problem, the industry, and techniques or tools, with a brief description of the contributions, processes, and results of these articles. Additionally, a comparison is made between the concepts generated by each author regarding the tools and the research they conduct. Secondly, a problem diagnosis is conducted to identify its processes, issues, and quantification through engineering tools. After identifying the deficient process, the economic impact generated by the problem is measured, and each of the causes is analyzed in detail using a problem tree analysis.
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