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

Producción científica: Libro o Capítulo del libro › Contribución a la conferencia › revisión exhaustiva

Resumen

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.

Idioma original	Inglés estadounidense
Título de la publicación alojada	2022 8th International Conference on Industrial and Business Engineering, ICIBE 2022
Editorial	Association for Computing Machinery
Páginas	204-210
-	7
ISBN (versión digital)	9781450397582
DOI	https://doi.org/10.1145/3568834.3568851
Estado	Indizado - 27 set. 2022
Publicado de forma externa	Sí
Evento	8th International Conference on Industrial and Business Engineering, ICIBE 2022 - Virtual, Online, China Duración: 27 set. 2022 → 29 set. 2022

Serie de la publicación

Nombre	ACM International Conference Proceeding Series

Conferencia

Conferencia	8th International Conference on Industrial and Business Engineering, ICIBE 2022
País/Territorio	China
Ciudad	Virtual, Online
Período	27/09/22 → 29/09/22

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Publisher Copyright:
© 2022 ACM.

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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. En 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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title = "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 = "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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author = "Joselyn Villavicencio-Condor and Andrea Valdivia-Castro and Martin Collao-Diaz and Rafael Chavez-Ugaz",

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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. En 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).

Producción científica: Libro o Capítulo del libro › Contribución a la conferencia › revisión exhaustiva

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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.

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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. En 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

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