TY - GEN
T1 - “Implementación de Lean Healthcare para mejorar la atención del cliente en un centro odontológico-Cajamarca 2023”
AU - Bardales-Chuquilín, Anita María Tesoro
AU - Gonzales-Abanto, Wilson Alcides
AU - Quispe-Vasquez, Luis Roberto
N1 - Publisher Copyright:
© 2024 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2024
Y1 - 2024
N2 - The main objective of this research was to implement the Lean Healthcare methodology to improve customer care in a dental center-Cajamarca 2023.The 5 S Methodology tools, Preventive Maintenance Plan and MRP were used to make facing the problems that the company presented.The population was made up of all the clients of the dental center served in the period from January to July 2023, totaling 840.When implementing this methodology, improvements were observed in customer service time, which influenced satisfaction with the service received.An average customer waiting time of 19 minutes was obtained compared to the 47 minutes that existed before the implementation of the tools and the gap that exists between the average of total perceptions and the average of expectation, the result was 1.3, this being positive for the dental center.
AB - The main objective of this research was to implement the Lean Healthcare methodology to improve customer care in a dental center-Cajamarca 2023.The 5 S Methodology tools, Preventive Maintenance Plan and MRP were used to make facing the problems that the company presented.The population was made up of all the clients of the dental center served in the period from January to July 2023, totaling 840.When implementing this methodology, improvements were observed in customer service time, which influenced satisfaction with the service received.An average customer waiting time of 19 minutes was obtained compared to the 47 minutes that existed before the implementation of the tools and the gap that exists between the average of total perceptions and the average of expectation, the result was 1.3, this being positive for the dental center.
KW - Lean Healthcare
KW - client
KW - dental services
KW - expectation
KW - perception
UR - https://www.scopus.com/pages/publications/85203807300
U2 - 10.18687/LACCEI2024.1.1.1681
DO - 10.18687/LACCEI2024.1.1.1681
M3 - Contribución a la conferencia
AN - SCOPUS:85203807300
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - Proceedings of the 22nd LACCEI International Multi-Conference for Engineering, Education and Technology
T2 - 22nd LACCEI International Multi-Conference for Engineering, Education and Technology, LACCEI 2024
Y2 - 17 July 2024 through 19 July 2024
ER -