TY - GEN
T1 - Propuesta de Gestión de Calidad según herramientas de ingeniería industrial para aumentar la satisfacción del cliente de Manufacturas Claudinne S.A.C
AU - Quesquén, Gladys Daniela Cieza
AU - Adrianzen, Miguel Enrique Alcalá
AU - Delgado, Enrique Martin Avendaño
N1 - Publisher Copyright:
© 2022 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2022
Y1 - 2022
N2 - The objective of this research work was to determine to what extent the Quality Management Proposal according to industrial engineering tools influences the customer satisfaction of Manufactures Claudinne SAC, Trujillo 2021, since low satisfaction caused the performance of the organization is diminished in its performance in obtaining loyal customers in the footwear sector. This research was of purposeful design, with a population of all the processes of the company. Industrial engineering tools were applied such as: Preventive Maintenance, 5S methodology, Poka Yoke and implement a training plan to increase the level of customer satisfaction by reducing problems such as: machine failures by 80%, hours of delay by 90 %, defective products by 80% and rework in production by 99%. Therefore, a 76.30% customer satisfaction was obtained as a result. The economic and financial evaluation was carried out, obtaining the NPV indicators of S/4, 073.16, an IRR of 39.9%. The cost benefit or (B/C) of S/1.38 demonstrating that the proposal is viable.
AB - The objective of this research work was to determine to what extent the Quality Management Proposal according to industrial engineering tools influences the customer satisfaction of Manufactures Claudinne SAC, Trujillo 2021, since low satisfaction caused the performance of the organization is diminished in its performance in obtaining loyal customers in the footwear sector. This research was of purposeful design, with a population of all the processes of the company. Industrial engineering tools were applied such as: Preventive Maintenance, 5S methodology, Poka Yoke and implement a training plan to increase the level of customer satisfaction by reducing problems such as: machine failures by 80%, hours of delay by 90 %, defective products by 80% and rework in production by 99%. Therefore, a 76.30% customer satisfaction was obtained as a result. The economic and financial evaluation was carried out, obtaining the NPV indicators of S/4, 073.16, an IRR of 39.9%. The cost benefit or (B/C) of S/1.38 demonstrating that the proposal is viable.
KW - Guerchet Method
KW - OEE
KW - SERVQUAL Model
UR - https://www.scopus.com/pages/publications/85139991191
U2 - 10.18687/LACCEI2022.1.1.162
DO - 10.18687/LACCEI2022.1.1.162
M3 - Contribución a la conferencia
AN - SCOPUS:85139991191
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology
A2 - Larrondo Petrie, Maria M.
A2 - Texier, Jose
A2 - Pena, Andrea
A2 - Viloria, Jose Angel Sanchez
T2 - 20th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology, LACCEI 2022
Y2 - 18 July 2022 through 22 July 2022
ER -