Bibliographic citations
Vilchez, J., (2012). Optimización del proceso de atención de los clientes del centro oftalmológico “Buena visión”, de la ciudad de Cajamarca [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/93
Vilchez, J., Optimización del proceso de atención de los clientes del centro oftalmológico “Buena visión”, de la ciudad de Cajamarca [Tesis]. PE: Universidad Privada del Norte; 2012. https://hdl.handle.net/11537/93
@misc{sunedu/3000268,
title = "Optimización del proceso de atención de los clientes del centro oftalmológico “Buena visión”, de la ciudad de Cajamarca",
author = "Vilchez Melgarejo, José Carlos",
publisher = "Universidad Privada del Norte",
year = "2012"
}
This research work is immersed in the field of Process Management for services through the principles of quality, and aimed at consumer satisfaction of the services. The research aims to demonstrate that you can achieve the quality of services by reducing the time used for development, for this purpose, was applied to the process developed by Customer Care Eye Center "Good Vision" Lean Six Sigma, which aims to implement process improvements, through a coordinated set of principles and practices that promote greater efficiency and effectiveness of processes. Through this methodology, we can eliminate waste and reduce complexity. Through an array cause - effect, be concluded that the critical activity of the process, was the management of appointments and the management of internal documentation. By measuring the level of said sigma process could determine that it is in a level of 4.49 which means 1409 opportunities defects per million. The proposed improvements contemplated removing non-value activities and systematizing any mechanical activities totally outdated, and also are sources of error, wasting time in implementing the process and generating dissatisfaction client side. Implementing these improvements, improved process validated the simulation level, and it was determined the new process sigma value equal to 5.11, equivalent to 154 defect opportunities per million, which is an important development for the company translated into satisfaction and quality service for customers of ophthalmology center.
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