Lean Thinking Simulation Model to Improve the Service Performance in Fast Food

Diana Sandoval; Manuela Palomares; Jose Rojas; Pablo Mendoza; Carlos Raymundo

doi:10.1007/978-981-15-5856-6_34

Lean Thinking Simulation Model to Improve the Service Performance in Fast Food

Diana Sandoval
, Manuela Palomares
, Jose Rojas
, Pablo Mendoza
, Carlos Raymundo

Faculty of Engineering

Universidad Peruana de Ciencias Aplicadas

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

1 Scopus citations

Abstract

The fast food industry, specifically the service department, has experienced sustainable economic growth and has evolved in the application of substantial methods, however, it has presented a slowdown due to deficient operation level provided in the customer service area. A large number of customers do not make the purchase owing to a series of unmet trends that face the consumer behaviour which leads to significant economic losses and inefficient service. They have therefore focused their efforts on finding impulse mechanisms through allowing them to migrate to less costly processes and/or to achieve better utilisation of available resources without success. This research inquires into the effectiveness of the Lean Thinking Simulation (LTS) model, which consists in the development of a set of methodological phases and the adaptation of the technological support termed as Digital Change to improve the performance of customer service in Peruvian fast food. The main result of this practical study was defined by a Dashboard in real-time, and as a first approximation of the model, a 17.03% improvement can be shown in the performance of customer service on the fast food selected.

Original language	English
Title of host publication	Proceedings of 5th International Congress on Information and Communication Technology, ICICT 2020
Editors	Xin-She Yang, R Simon Sherratt, Nilanjan Dey, Amit Joshi
Publisher	Springer Science and Business Media Deutschland GmbH
Pages	339-345
Number of pages	7
ISBN (Print)	9789811558559
DOIs	https://doi.org/10.1007/978-981-15-5856-6_34
State	Published - 2021
Event	5th International Congress on Information and Communication Technology, ICICT 2020 - London, United Kingdom Duration: 20 Feb 2020 → 21 Feb 2020

Publication series

Name	Advances in Intelligent Systems and Computing
Volume	1183
ISSN (Print)	2194-5357
ISSN (Electronic)	2194-5365

Conference

Conference	5th International Congress on Information and Communication Technology, ICICT 2020
Country/Territory	United Kingdom
City	London
Period	20/02/20 → 21/02/20

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 8 Decent Work and Economic Growth
SDG 12 Responsible Consumption and Production

Keywords

Customer service
Discrete events simulation
Fast Food
Lean thinking
LTS model
Simulation model

Access to Document

10.1007/978-981-15-5856-6_34

Cite this

Sandoval, D., Palomares, M., Rojas, J., Mendoza, P., & Raymundo, C. (2021). Lean Thinking Simulation Model to Improve the Service Performance in Fast Food. In X.-S. Yang, R. S. Sherratt, N. Dey, & A. Joshi (Eds.), Proceedings of 5th International Congress on Information and Communication Technology, ICICT 2020 (pp. 339-345). (Advances in Intelligent Systems and Computing; Vol. 1183). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-981-15-5856-6_34

Sandoval, Diana ; Palomares, Manuela ; Rojas, Jose et al. / Lean Thinking Simulation Model to Improve the Service Performance in Fast Food. Proceedings of 5th International Congress on Information and Communication Technology, ICICT 2020. editor / Xin-She Yang ; R Simon Sherratt ; Nilanjan Dey ; Amit Joshi. Springer Science and Business Media Deutschland GmbH, 2021. pp. 339-345 (Advances in Intelligent Systems and Computing).

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abstract = "The fast food industry, specifically the service department, has experienced sustainable economic growth and has evolved in the application of substantial methods, however, it has presented a slowdown due to deficient operation level provided in the customer service area. A large number of customers do not make the purchase owing to a series of unmet trends that face the consumer behaviour which leads to significant economic losses and inefficient service. They have therefore focused their efforts on finding impulse mechanisms through allowing them to migrate to less costly processes and/or to achieve better utilisation of available resources without success. This research inquires into the effectiveness of the Lean Thinking Simulation (LTS) model, which consists in the development of a set of methodological phases and the adaptation of the technological support termed as Digital Change to improve the performance of customer service in Peruvian fast food. The main result of this practical study was defined by a Dashboard in real-time, and as a first approximation of the model, a 17.03\% improvement can be shown in the performance of customer service on the fast food selected.",

keywords = "Customer service, Discrete events simulation, Fast Food, Lean thinking, LTS model, Simulation model",

author = "Diana Sandoval and Manuela Palomares and Jose Rojas and Pablo Mendoza and Carlos Raymundo",

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Sandoval, D, Palomares, M, Rojas, J, Mendoza, P & Raymundo, C 2021, Lean Thinking Simulation Model to Improve the Service Performance in Fast Food. in X-S Yang, RS Sherratt, N Dey & A Joshi (eds), Proceedings of 5th International Congress on Information and Communication Technology, ICICT 2020. Advances in Intelligent Systems and Computing, vol. 1183, Springer Science and Business Media Deutschland GmbH, pp. 339-345, 5th International Congress on Information and Communication Technology, ICICT 2020, London, United Kingdom, 20/02/20. https://doi.org/10.1007/978-981-15-5856-6_34

Lean Thinking Simulation Model to Improve the Service Performance in Fast Food. / Sandoval, Diana; Palomares, Manuela; Rojas, Jose et al.
Proceedings of 5th International Congress on Information and Communication Technology, ICICT 2020. ed. / Xin-She Yang; R Simon Sherratt; Nilanjan Dey; Amit Joshi. Springer Science and Business Media Deutschland GmbH, 2021. p. 339-345 (Advances in Intelligent Systems and Computing; Vol. 1183).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Lean Thinking Simulation Model to Improve the Service Performance in Fast Food

AU - Sandoval, Diana

AU - Palomares, Manuela

AU - Rojas, Jose

AU - Mendoza, Pablo

AU - Raymundo, Carlos

PY - 2021

Y1 - 2021

N2 - The fast food industry, specifically the service department, has experienced sustainable economic growth and has evolved in the application of substantial methods, however, it has presented a slowdown due to deficient operation level provided in the customer service area. A large number of customers do not make the purchase owing to a series of unmet trends that face the consumer behaviour which leads to significant economic losses and inefficient service. They have therefore focused their efforts on finding impulse mechanisms through allowing them to migrate to less costly processes and/or to achieve better utilisation of available resources without success. This research inquires into the effectiveness of the Lean Thinking Simulation (LTS) model, which consists in the development of a set of methodological phases and the adaptation of the technological support termed as Digital Change to improve the performance of customer service in Peruvian fast food. The main result of this practical study was defined by a Dashboard in real-time, and as a first approximation of the model, a 17.03% improvement can be shown in the performance of customer service on the fast food selected.

AB - The fast food industry, specifically the service department, has experienced sustainable economic growth and has evolved in the application of substantial methods, however, it has presented a slowdown due to deficient operation level provided in the customer service area. A large number of customers do not make the purchase owing to a series of unmet trends that face the consumer behaviour which leads to significant economic losses and inefficient service. They have therefore focused their efforts on finding impulse mechanisms through allowing them to migrate to less costly processes and/or to achieve better utilisation of available resources without success. This research inquires into the effectiveness of the Lean Thinking Simulation (LTS) model, which consists in the development of a set of methodological phases and the adaptation of the technological support termed as Digital Change to improve the performance of customer service in Peruvian fast food. The main result of this practical study was defined by a Dashboard in real-time, and as a first approximation of the model, a 17.03% improvement can be shown in the performance of customer service on the fast food selected.

KW - Customer service

KW - Discrete events simulation

KW - Fast Food

KW - Lean thinking

KW - LTS model

KW - Simulation model

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U2 - 10.1007/978-981-15-5856-6_34

DO - 10.1007/978-981-15-5856-6_34

M3 - Contribución a la conferencia

AN - SCOPUS:85096423187

SN - 9789811558559

T3 - Advances in Intelligent Systems and Computing

SP - 339

EP - 345

BT - Proceedings of 5th International Congress on Information and Communication Technology, ICICT 2020

A2 - Yang, Xin-She

A2 - Sherratt, R Simon

A2 - Dey, Nilanjan

A2 - Joshi, Amit

PB - Springer Science and Business Media Deutschland GmbH

T2 - 5th International Congress on Information and Communication Technology, ICICT 2020

Y2 - 20 February 2020 through 21 February 2020

ER -

Sandoval D, Palomares M, Rojas J, Mendoza P, Raymundo C. Lean Thinking Simulation Model to Improve the Service Performance in Fast Food. In Yang XS, Sherratt RS, Dey N, Joshi A, editors, Proceedings of 5th International Congress on Information and Communication Technology, ICICT 2020. Springer Science and Business Media Deutschland GmbH. 2021. p. 339-345. (Advances in Intelligent Systems and Computing). doi: 10.1007/978-981-15-5856-6_34

Lean Thinking Simulation Model to Improve the Service Performance in Fast Food

Abstract

Publication series

Conference

UN SDGs

Keywords

Access to Document

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