Propuesta de mejora con herramientas de gestión de la calidad para reducir los costos operacionales en una pollería en la ciudad de Trujillo, 2024

A research study was conducted to propose improvements aimed at reducing the operational costs of a rotisserie chicken restaurant in Trujillo, Peru, through the application of quality management tools. The initial analysis, using an Ishikawa diagram, revealed an annual loss of S/539,962.67 caused by factors such as insufficient production staff, poor oven maintenance, lack of process standardization, and deficiencies in procurement planning. It was proposed that implementing improvements would reduce these losses, thereby generating a positive impact. In this study, the independent variable is the application of the proposed improvements, while the dependent variable is the reduction in operational costs. Adopting a quantitative and descriptive approach with a diagnostic and propositional design, the causes of the losses were identified through indicator analysis, monetization of root causes, and process improvement proposals. Tools such as the Failure Mode and Effects Analysis (FMEA) matrix were used to identify failures, DMAIC-Six Sigma to optimize processes, and the Quality Function Deployment (QFD) methodology to ensure customer satisfaction. After implementing the proposed improvements, annual losses were reduced to S/509,205.87, resulting in a benefit of S/30,756.80. The total investment amounted to S/20,937.60, with an opportunity cost of 20%. The economic results showed an Internal Rate of Return (IRR) of 62.49%, a Payback Period (PBP) of 3.6 years, a Net Present Value (NPV) of S/37,509.70, and a Benefit-Cost Ratio (BCR) of 1.7, confirming that the proposal is both viable and profitable.