A Quality Model Based on Lean Service Quality Philosophy and the PMBOK to Reduce Non-compliant Products from a Retail Store in Peru

D. Ruiz-Ocampo; A. Ñañez-Rebatta; J. Quiroz-Flores

doi:10.1063/5.0119319

A Quality Model Based on Lean Service Quality Philosophy and the PMBOK to Reduce Non-compliant Products from a Retail Store in Peru

D. Ruiz-Ocampo
, A. Ñañez-Rebatta
, J. Quiroz-Flores

School of Industrial Engineering

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

3 Scopus citations

Abstract

Today, the importance of maintaining quality standards in any business is fundamental to the success of the business, so having engineering tools helps a lot to integrate optimal quality into products and services. For its part, the retail store model provides great support to the commercial sector, but it presents many problems when it comes to maintaining ideal quality standards due to the versatility of its processes and products. This article seeks to establish a model that allows retailers to adapt to the use of Lean tools that improve the quality of service, reduce waste and increase the effectiveness of work. For this purpose, quality tools are integrated and the PMBOK guideline is used as a guide in a convenience store, also counting on the support of the organization for the validation of the proposal.

Original language	American English
Title of host publication	11th Annual International Conference, AIC 2021
Subtitle of host publication	On Sciences and Engineering
Editors	Iskandar Abdul Samad, Akhyar
Publisher	American Institute of Physics Inc.
ISBN (Electronic)	9780735443112
DOIs	https://doi.org/10.1063/5.0119319
State	Indexed - 30 Jan 2023
Event	11th Annual International Conference: On Sciences and Engineering, AIC 2021 - Banda Aceh, Indonesia Duration: 29 Sep 2021 → 30 Sep 2021

Publication series

Name	AIP Conference Proceedings
Volume	2613
ISSN (Print)	0094-243X
ISSN (Electronic)	1551-7616

Conference

Conference	11th Annual International Conference: On Sciences and Engineering, AIC 2021
Country/Territory	Indonesia
City	Banda Aceh
Period	29/09/21 → 30/09/21

Bibliographical note

Publisher Copyright:
© 2023 American Institute of Physics Inc.. All rights reserved.

Access to Document

10.1063/5.0119319

Cite this

Ruiz-Ocampo, D., Ñañez-Rebatta, A., & Quiroz-Flores, J. (2023). A Quality Model Based on Lean Service Quality Philosophy and the PMBOK to Reduce Non-compliant Products from a Retail Store in Peru. In I. A. Samad, & Akhyar (Eds.), 11th Annual International Conference, AIC 2021: On Sciences and Engineering Article 020011 (AIP Conference Proceedings; Vol. 2613). American Institute of Physics Inc.. https://doi.org/10.1063/5.0119319

Ruiz-Ocampo, D. ; Ñañez-Rebatta, A. ; Quiroz-Flores, J. / A Quality Model Based on Lean Service Quality Philosophy and the PMBOK to Reduce Non-compliant Products from a Retail Store in Peru. 11th Annual International Conference, AIC 2021: On Sciences and Engineering. editor / Iskandar Abdul Samad ; Akhyar. American Institute of Physics Inc., 2023. (AIP Conference Proceedings).

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abstract = "Today, the importance of maintaining quality standards in any business is fundamental to the success of the business, so having engineering tools helps a lot to integrate optimal quality into products and services. For its part, the retail store model provides great support to the commercial sector, but it presents many problems when it comes to maintaining ideal quality standards due to the versatility of its processes and products. This article seeks to establish a model that allows retailers to adapt to the use of Lean tools that improve the quality of service, reduce waste and increase the effectiveness of work. For this purpose, quality tools are integrated and the PMBOK guideline is used as a guide in a convenience store, also counting on the support of the organization for the validation of the proposal.",

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Ruiz-Ocampo, D, Ñañez-Rebatta, A & Quiroz-Flores, J 2023, A Quality Model Based on Lean Service Quality Philosophy and the PMBOK to Reduce Non-compliant Products from a Retail Store in Peru. in IA Samad & Akhyar (eds), 11th Annual International Conference, AIC 2021: On Sciences and Engineering., 020011, AIP Conference Proceedings, vol. 2613, American Institute of Physics Inc., 11th Annual International Conference: On Sciences and Engineering, AIC 2021, Banda Aceh, Indonesia, 29/09/21. https://doi.org/10.1063/5.0119319

A Quality Model Based on Lean Service Quality Philosophy and the PMBOK to Reduce Non-compliant Products from a Retail Store in Peru. / Ruiz-Ocampo, D.; Ñañez-Rebatta, A.; Quiroz-Flores, J.
11th Annual International Conference, AIC 2021: On Sciences and Engineering. ed. / Iskandar Abdul Samad; Akhyar. American Institute of Physics Inc., 2023. 020011 (AIP Conference Proceedings; Vol. 2613).

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

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Ruiz-Ocampo D, Ñañez-Rebatta A, Quiroz-Flores J. A Quality Model Based on Lean Service Quality Philosophy and the PMBOK to Reduce Non-compliant Products from a Retail Store in Peru. In Samad IA, Akhyar, editors, 11th Annual International Conference, AIC 2021: On Sciences and Engineering. American Institute of Physics Inc. 2023. 020011. (AIP Conference Proceedings). doi: 10.1063/5.0119319

A Quality Model Based on Lean Service Quality Philosophy and the PMBOK to Reduce Non-compliant Products from a Retail Store in Peru

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