Análisis y mejora de la atención al usuario en la Fundación Proservanda mediante herramientas de Lean Manufacturing y 6 sigma
[EN] It is an advisory work to the Fundación Proservanda for the safety and health at work for teachers with 54,000 members of public schools in Cundinamarca (Colombia). The first analysis was done by the foundation's board and it was observed that they had greater opportunities for improve...
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| Formato: | tesis de maestría |
| Fecha de publicación: | 2017 |
| País: | España |
| Recursos: | Universitat Politècnica de València (UPV) |
| Repositorio: | RiuNet. Repositorio Institucional de la Universitat Politécnica de Valéncia |
| Idioma: | español |
| OAI Identifier: | oai:riunet.upv.es:10251/95164 |
| Acesso em linha: | https://riunet.upv.es/handle/10251/95164 |
| Access Level: | acceso abierto |
| Palavra-chave: | Lean Manufacturing 6 sigma Customer services Improvement opportunities Atención al usuario Oportunidades de mejora ORGANIZACION DE EMPRESAS Máster Universitario en Ingeniería de Organización y Logística-Màster Universitari en Enginyeria d&apos Organització i Logística |
| Resumo: | [EN] It is an advisory work to the Fundación Proservanda for the safety and health at work for teachers with 54,000 members of public schools in Cundinamarca (Colombia). The first analysis was done by the foundation's board and it was observed that they had greater opportunities for improvement in the customer service. And the process has been started by implementing Lean manufacturing and 6 sigma tools. First of all, they have done an analysis of the current situation through interviews and mapping of processes, since they did not have indicators. After redefined analysis some of the tools they had used, such as user surveys, and they relaunched again to see the actual status. Opportunities for improvement were detected and studied, with the corresponding technical data sheets and the financial evaluation of each one of the proposals. The implementation of some of the proposals for improvement, above all the defining the indicators and working with them to check what is the actual function of the foundation were achieved. |
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