Lean Thinking Simulation Model to Improve the Service Performance in Fast Food
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Issue Date
2021-01-01Keywords
Customer serviceDiscrete events simulation
Fast Food
Lean thinking
LTS model
Simulation model
Losses
Sales
Customer services
Fast-food industries
Metadata
Show full item recordJournal
Advances in Intelligent Systems and ComputingDOI
10.1007/978-981-15-5856-6_34Additional Links
https://www.scopus.com/record/display.uri?eid=2-s2.0-85096423187&doi=10.1007%2f978-981-15-5856-6_34&origin=inward&txGid=0c911e094e6b6b1513e10af6dc717ee2Abstract
The fast food industry, specifically the service department, has experienced sustainable economic growth and has evolved in the application of substantial methods, however, it has presented a slowdown due to deficient operation level provided in the customer service area. A large number of customers do not make the purchase owing to a series of unmet trends that face the consumer behaviour which leads to significant economic losses and inefficient service. They have therefore focused their efforts on finding impulse mechanisms through allowing them to migrate to less costly processes and/or to achieve better utilisation of available resources without success. This research inquires into the effectiveness of the Lean Thinking Simulation (LTS) model, which consists in the development of a set of methodological phases and the adaptation of the technological support termed as Digital Change to improve the performance of customer service in Peruvian fast food. The main result of this practical study was defined by a Dashboard in real-time, and as a first approximation of the model, a 17.03% improvement can be shown in the performance of customer service on the fast food selected.Type
OtherRights
info:eu-repo/semantics/embargoedAccessLanguage
engDescription
El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado.ISSN
21945357EISSN
21945365ae974a485f413a2113503eed53cd6c53
10.1007/978-981-15-5856-6_34
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