Service model based on Lean Service: Standardized Work and 5S to increase customer satisfaction in a veterinary SME

Fátima Castillo-Muguerza; Eduardo Lama-Villar; Martin Fidel Collao-Diaz; Juan Carlos Quiroz-Flores

Service model based on Lean Service: Standardized Work and 5S to increase customer satisfaction in a veterinary SME

Fátima Castillo-Muguerza, Eduardo Lama-Villar, Martin Fidel Collao-Diaz, Juan Carlos Quiroz-Flores

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

Abstract

Companies in the veterinary services sector face the challenge of providing optimal customer service. This sector contributes 40% of the national Gross domestic product and concentrates 48% of formal employment. Considering that, customer satisfaction is one of the key factors to achieve reliable results in our organizations. The low level of this was identified as one of the main problems of the sector, which may be due to different inefficiencies such as low service quality, unsatisfied demand, extended service times and long waits. In this way, a model based on the Lean methodology and the application of 5S tools and standardized work was developed to increase customer satisfaction. It was validated by conducting a case study in a company in the sector located in the Peruvian province of Callao. The results showed an increase in workers efficiency to 90%, a 4.8" decrease in tools searching time and a 25% increase in the Net Promoter Score.

Original language	American English
Title of host publication	Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology
Subtitle of host publication	Leadership in Education and Innovation in Engineering in the Framework of Global Transformations: Integration and Alliances for Integral Development, LACCEI 2023
Editors	Maria M. Larrondo Petrie, Jose Texier, Rodolfo Andres Rivas Matta
Publisher	Latin American and Caribbean Consortium of Engineering Institutions
ISBN (Electronic)	9786289520743
State	Indexed - 2023
Externally published	Yes
Event	21st LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2023 - Buenos Aires, Argentina Duration: 19 Jul 2023 → 21 Jul 2023

Publication series

Name	Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
Volume	2023-July
ISSN (Electronic)	2414-6390

Conference

Conference	21st LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2023
Country/Territory	Argentina
City	Buenos Aires
Period	19/07/23 → 21/07/23

Bibliographical note

Publisher Copyright:
© 2023 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.

Keywords

5S
Customer satisfaction level
Lean Service
Service Model
Standardized Work Model

Cite this

Castillo-Muguerza, F., Lama-Villar, E., Collao-Diaz, M. F., & Quiroz-Flores, J. C. (2023). Service model based on Lean Service: Standardized Work and 5S to increase customer satisfaction in a veterinary SME. In M. M. Larrondo Petrie, J. Texier, & R. A. R. Matta (Eds.), Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology: Leadership in Education and Innovation in Engineering in the Framework of Global Transformations: Integration and Alliances for Integral Development, LACCEI 2023 (Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology; Vol. 2023-July). Latin American and Caribbean Consortium of Engineering Institutions.

Castillo-Muguerza, Fátima ; Lama-Villar, Eduardo ; Collao-Diaz, Martin Fidel et al. / Service model based on Lean Service : Standardized Work and 5S to increase customer satisfaction in a veterinary SME. Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology: Leadership in Education and Innovation in Engineering in the Framework of Global Transformations: Integration and Alliances for Integral Development, LACCEI 2023. editor / Maria M. Larrondo Petrie ; Jose Texier ; Rodolfo Andres Rivas Matta. Latin American and Caribbean Consortium of Engineering Institutions, 2023. (Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology).

@inproceedings{e71c8cd370214b2f83246db2312a0717,

title = "Service model based on Lean Service: Standardized Work and 5S to increase customer satisfaction in a veterinary SME",

abstract = "Companies in the veterinary services sector face the challenge of providing optimal customer service. This sector contributes 40% of the national Gross domestic product and concentrates 48% of formal employment. Considering that, customer satisfaction is one of the key factors to achieve reliable results in our organizations. The low level of this was identified as one of the main problems of the sector, which may be due to different inefficiencies such as low service quality, unsatisfied demand, extended service times and long waits. In this way, a model based on the Lean methodology and the application of 5S tools and standardized work was developed to increase customer satisfaction. It was validated by conducting a case study in a company in the sector located in the Peruvian province of Callao. The results showed an increase in workers efficiency to 90%, a 4.8{"} decrease in tools searching time and a 25% increase in the Net Promoter Score.",

keywords = "5S, Customer satisfaction level, Lean Service, Service Model, Standardized Work Model",

author = "F{\'a}tima Castillo-Muguerza and Eduardo Lama-Villar and Collao-Diaz, {Martin Fidel} and Quiroz-Flores, {Juan Carlos}",

note = "Publisher Copyright: {\textcopyright} 2023 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.; 21st LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2023 ; Conference date: 19-07-2023 Through 21-07-2023",

year = "2023",

language = "American English",

series = "Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology",

publisher = "Latin American and Caribbean Consortium of Engineering Institutions",

editor = "{Larrondo Petrie}, {Maria M.} and Jose Texier and Matta, {Rodolfo Andres Rivas}",

booktitle = "Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology",

}

Castillo-Muguerza, F, Lama-Villar, E, Collao-Diaz, MF & Quiroz-Flores, JC 2023, Service model based on Lean Service: Standardized Work and 5S to increase customer satisfaction in a veterinary SME. in MM Larrondo Petrie, J Texier & RAR Matta (eds), Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology: Leadership in Education and Innovation in Engineering in the Framework of Global Transformations: Integration and Alliances for Integral Development, LACCEI 2023. Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology, vol. 2023-July, Latin American and Caribbean Consortium of Engineering Institutions, 21st LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2023, Buenos Aires, Argentina, 19/07/23.

Service model based on Lean Service: Standardized Work and 5S to increase customer satisfaction in a veterinary SME. / Castillo-Muguerza, Fátima; Lama-Villar, Eduardo; Collao-Diaz, Martin Fidel et al.
Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology: Leadership in Education and Innovation in Engineering in the Framework of Global Transformations: Integration and Alliances for Integral Development, LACCEI 2023. ed. / Maria M. Larrondo Petrie; Jose Texier; Rodolfo Andres Rivas Matta. Latin American and Caribbean Consortium of Engineering Institutions, 2023. (Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology; Vol. 2023-July).

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

TY - GEN

T1 - Service model based on Lean Service

T2 - 21st LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2023

AU - Castillo-Muguerza, Fátima

AU - Lama-Villar, Eduardo

AU - Collao-Diaz, Martin Fidel

AU - Quiroz-Flores, Juan Carlos

PY - 2023

Y1 - 2023

N2 - Companies in the veterinary services sector face the challenge of providing optimal customer service. This sector contributes 40% of the national Gross domestic product and concentrates 48% of formal employment. Considering that, customer satisfaction is one of the key factors to achieve reliable results in our organizations. The low level of this was identified as one of the main problems of the sector, which may be due to different inefficiencies such as low service quality, unsatisfied demand, extended service times and long waits. In this way, a model based on the Lean methodology and the application of 5S tools and standardized work was developed to increase customer satisfaction. It was validated by conducting a case study in a company in the sector located in the Peruvian province of Callao. The results showed an increase in workers efficiency to 90%, a 4.8" decrease in tools searching time and a 25% increase in the Net Promoter Score.

AB - Companies in the veterinary services sector face the challenge of providing optimal customer service. This sector contributes 40% of the national Gross domestic product and concentrates 48% of formal employment. Considering that, customer satisfaction is one of the key factors to achieve reliable results in our organizations. The low level of this was identified as one of the main problems of the sector, which may be due to different inefficiencies such as low service quality, unsatisfied demand, extended service times and long waits. In this way, a model based on the Lean methodology and the application of 5S tools and standardized work was developed to increase customer satisfaction. It was validated by conducting a case study in a company in the sector located in the Peruvian province of Callao. The results showed an increase in workers efficiency to 90%, a 4.8" decrease in tools searching time and a 25% increase in the Net Promoter Score.

KW - 5S

KW - Customer satisfaction level

KW - Lean Service

KW - Service Model

KW - Standardized Work Model

UR - http://www.scopus.com/inward/record.url?scp=85172371642&partnerID=8YFLogxK

M3 - Conference contribution

AN - SCOPUS:85172371642

T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology

BT - Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology

A2 - Larrondo Petrie, Maria M.

A2 - Texier, Jose

A2 - Matta, Rodolfo Andres Rivas

PB - Latin American and Caribbean Consortium of Engineering Institutions

Y2 - 19 July 2023 through 21 July 2023

ER -

Castillo-Muguerza F, Lama-Villar E, Collao-Diaz MF, Quiroz-Flores JC. Service model based on Lean Service: Standardized Work and 5S to increase customer satisfaction in a veterinary SME. In Larrondo Petrie MM, Texier J, Matta RAR, editors, Proceedings of the 21st LACCEI International Multi-Conference for Engineering, Education and Technology: Leadership in Education and Innovation in Engineering in the Framework of Global Transformations: Integration and Alliances for Integral Development, LACCEI 2023. Latin American and Caribbean Consortium of Engineering Institutions. 2023. (Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology).

Service model based on Lean Service: Standardized Work and 5S to increase customer satisfaction in a veterinary SME

Abstract

Publication series

Conference

Bibliographical note

Keywords

Fingerprint

Cite this