Bibliographic citations
Gallegos, D., Pinedo, B. (2024). Diseño de un modelo de gestión para optimizar la calidad del servicio de atención de consultas en una empresa de venta directa mediante herramientas Lean Kaizen [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/674067
Gallegos, D., Pinedo, B. Diseño de un modelo de gestión para optimizar la calidad del servicio de atención de consultas en una empresa de venta directa mediante herramientas Lean Kaizen [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2024. http://hdl.handle.net/10757/674067
@misc{renati/418289,
title = "Diseño de un modelo de gestión para optimizar la calidad del servicio de atención de consultas en una empresa de venta directa mediante herramientas Lean Kaizen",
author = "Pinedo De La Cruz, Brigham Spencer",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2024"
}
The present study is based on the research titled "Lean Kaizen Model to Improve the Quality of Customer Service in a Direct Sales Company" conducted by Gallegos and Pinedo (2020). The Lean system and the Kaizen methodology focus on continuous improvement, and this work introduces an integrated system that combines and complements both methodologies. This system, known as Lean Kaizen, is based on a goal-oriented approach and the synergy of various tools, such as Kaizen Teams, Value Stream Mapping, Process Standardization, and Visual Management. These tools facilitate the identification of the value stream in the process, the elimination of unnecessary activities, and the supervision of the critical process. The application of this system focuses on the direct sales industry in Peru, and its initial evaluation was conducted through surveys. The results show that the main problem in companies in this sector is the dissatisfaction caused by delays in customer service. To validate the proposed methodology, a pilot test was conducted in a specific company. The results demonstrate the feasibility of reducing times, improving the service level, and increasing the NPS loyalty indicator by 23%, as well as raising the service level by 12%. In conclusion, it is evident that Lean Kaizen is a powerful tool that facilitates continuous improvement both in the direct sales sector and in other fields.
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