Service Model under the Lean Service and Machine Learning Approach to Increase External User Satisfaction: A case study in the health sector SMEs in Peru

Joselyn Villavicencio-Condor; Andrea Valdivia-Castro; Martin Collao-Diaz; Rafael Chavez-Ugaz

doi:10.1145/3568834.3568851

Service Model under the Lean Service and Machine Learning Approach to Increase External User Satisfaction: A case study in the health sector SMEs in Peru

Joselyn Villavicencio-Condor, Andrea Valdivia-Castro, Martin Collao-Diaz, Rafael Chavez-Ugaz

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

Abstract

The problem identified in the health sector was the low level of external user satisfaction in medical health centres. Due to this, a model based on Lean methodology (TPM and work standardization) and machine learning were developed to improve external user satisfaction. Furthermore, a case study was carried out to validate the model in a company in Metropolitan Lima. Through the analysis of indicators, an increase in the level of patient satisfaction to 81.40% was shown, taking into account the percentage of cancelled appointments, availability of the CT scanner, downtime due to failure, and CT scanner handling time.

Original language	American English
Title of host publication	2022 8th International Conference on Industrial and Business Engineering, ICIBE 2022
Publisher	Association for Computing Machinery
Pages	204-210
Number of pages	7
ISBN (Electronic)	9781450397582
DOIs	https://doi.org/10.1145/3568834.3568851
State	Indexed - 27 Sep 2022
Externally published	Yes
Event	8th International Conference on Industrial and Business Engineering, ICIBE 2022 - Virtual, Online, China Duration: 27 Sep 2022 → 29 Sep 2022

Publication series

Name	ACM International Conference Proceeding Series

Conference

Conference	8th International Conference on Industrial and Business Engineering, ICIBE 2022
Country/Territory	China
City	Virtual, Online
Period	27/09/22 → 29/09/22

Bibliographical note

Publisher Copyright:
© 2022 ACM.

Keywords

Lean Service
Machine learning
Small and Medium Enterprises
Standardization
Total Productive Maintenance

UN SDGs

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

Access to Document

10.1145/3568834.3568851

Cite this

Villavicencio-Condor, J., Valdivia-Castro, A., Collao-Diaz, M., & Chavez-Ugaz, R. (2022). Service Model under the Lean Service and Machine Learning Approach to Increase External User Satisfaction: A case study in the health sector SMEs in Peru. In 2022 8th International Conference on Industrial and Business Engineering, ICIBE 2022 (pp. 204-210). (ACM International Conference Proceeding Series). Association for Computing Machinery. https://doi.org/10.1145/3568834.3568851

Villavicencio-Condor, Joselyn ; Valdivia-Castro, Andrea ; Collao-Diaz, Martin et al. / Service Model under the Lean Service and Machine Learning Approach to Increase External User Satisfaction : A case study in the health sector SMEs in Peru. 2022 8th International Conference on Industrial and Business Engineering, ICIBE 2022. Association for Computing Machinery, 2022. pp. 204-210 (ACM International Conference Proceeding Series).

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abstract = "The problem identified in the health sector was the low level of external user satisfaction in medical health centres. Due to this, a model based on Lean methodology (TPM and work standardization) and machine learning were developed to improve external user satisfaction. Furthermore, a case study was carried out to validate the model in a company in Metropolitan Lima. Through the analysis of indicators, an increase in the level of patient satisfaction to 81.40% was shown, taking into account the percentage of cancelled appointments, availability of the CT scanner, downtime due to failure, and CT scanner handling time.",

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Villavicencio-Condor, J, Valdivia-Castro, A, Collao-Diaz, M & Chavez-Ugaz, R 2022, Service Model under the Lean Service and Machine Learning Approach to Increase External User Satisfaction: A case study in the health sector SMEs in Peru. in 2022 8th International Conference on Industrial and Business Engineering, ICIBE 2022. ACM International Conference Proceeding Series, Association for Computing Machinery, pp. 204-210, 8th International Conference on Industrial and Business Engineering, ICIBE 2022, Virtual, Online, China, 27/09/22. https://doi.org/10.1145/3568834.3568851

Service Model under the Lean Service and Machine Learning Approach to Increase External User Satisfaction: A case study in the health sector SMEs in Peru. / Villavicencio-Condor, Joselyn; Valdivia-Castro, Andrea; Collao-Diaz, Martin et al.
2022 8th International Conference on Industrial and Business Engineering, ICIBE 2022. Association for Computing Machinery, 2022. p. 204-210 (ACM International Conference Proceeding Series).

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

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AB - The problem identified in the health sector was the low level of external user satisfaction in medical health centres. Due to this, a model based on Lean methodology (TPM and work standardization) and machine learning were developed to improve external user satisfaction. Furthermore, a case study was carried out to validate the model in a company in Metropolitan Lima. Through the analysis of indicators, an increase in the level of patient satisfaction to 81.40% was shown, taking into account the percentage of cancelled appointments, availability of the CT scanner, downtime due to failure, and CT scanner handling time.

KW - Lean Service

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KW - Total Productive Maintenance

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Villavicencio-Condor J, Valdivia-Castro A, Collao-Diaz M, Chavez-Ugaz R. Service Model under the Lean Service and Machine Learning Approach to Increase External User Satisfaction: A case study in the health sector SMEs in Peru. In 2022 8th International Conference on Industrial and Business Engineering, ICIBE 2022. Association for Computing Machinery. 2022. p. 204-210. (ACM International Conference Proceeding Series). doi: 10.1145/3568834.3568851

Service Model under the Lean Service and Machine Learning Approach to Increase External User Satisfaction: A case study in the health sector SMEs in Peru

Abstract

Publication series

Conference

Bibliographical note

Keywords

UN SDGs

Access to Document

Fingerprint

Cite this