TY - GEN
T1 - Increase in the Satisfaction Index in a Restaurant through the Application of Value Stream Mapping and Visual Management
AU - Malpartida Jimenez, Nicole
AU - Villegas Cruz, Jhennifer
AU - Moore Torres, Rosa Karol
AU - Torres Sifuentes, Carlos Luis
AU - Dominguez Mateos, Francisco
N1 - Publisher Copyright:
© 2023 Owner/Author.
PY - 2023/9/22
Y1 - 2023/9/22
N2 - The main objective of the research is to increase the Customer Satisfaction Index; for this purpose, a restaurant located in the city of Lima, Peru, was taken as a study scenario. Therefore, the implementation of Value Stream Mapping (VSM) and Visual Management (VM) was considered, which allowed the identification of bottlenecks and the application of improvements. For the implementation, firstly, an evaluation of restaurant satisfaction was carried out using the Customer Satisfaction Score (CSAT) in order to know the current state of the company and based on this, to make a diagnosis of the problem. Secondly, the causes and consequences of the problem were identified, which made it possible to determine where to apply possible improvement solutions. Finally, the tools were validated by means of indicators, contrasting the results after implementation; and thus, evidencing the increase in the Customer Satisfaction Index.
AB - The main objective of the research is to increase the Customer Satisfaction Index; for this purpose, a restaurant located in the city of Lima, Peru, was taken as a study scenario. Therefore, the implementation of Value Stream Mapping (VSM) and Visual Management (VM) was considered, which allowed the identification of bottlenecks and the application of improvements. For the implementation, firstly, an evaluation of restaurant satisfaction was carried out using the Customer Satisfaction Score (CSAT) in order to know the current state of the company and based on this, to make a diagnosis of the problem. Secondly, the causes and consequences of the problem were identified, which made it possible to determine where to apply possible improvement solutions. Finally, the tools were validated by means of indicators, contrasting the results after implementation; and thus, evidencing the increase in the Customer Satisfaction Index.
KW - Value Stream Mapping
KW - Visual Management and Cycle Time
UR - https://www.scopus.com/pages/publications/85182588135
U2 - 10.1145/3629378.3629414
DO - 10.1145/3629378.3629414
M3 - Contribución a la conferencia
AN - SCOPUS:85182588135
T3 - ACM International Conference Proceeding Series
SP - 206
EP - 211
BT - 9th International Conference on Industrial and Business Engineering, ICIBE 2023
PB - Association for Computing Machinery
T2 - 9th International Conference on Industrial and Business Engineering, ICIBE 2023
Y2 - 22 September 2023 through 24 September 2023
ER -