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dc.contributor.authorSandoval, Diana
dc.contributor.authorPalomares, Manuela
dc.contributor.authorRojas, Jose
dc.contributor.authorMendoza, Pablo
dc.contributor.authorRaymundo, Carlos
dc.date.accessioned2021-01-13T02:22:26Z
dc.date.available2021-01-13T02:22:26Z
dc.date.issued2021-01-01
dc.identifier.issn21945357
dc.identifier.doi10.1007/978-981-15-5856-6_34
dc.identifier.urihttp://hdl.handle.net/10757/653849
dc.descriptionEl texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado.en_US
dc.description.abstractThe 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.en_US
dc.language.isoengen_US
dc.relation.urlhttps://www.scopus.com/record/display.uri?eid=2-s2.0-85096423187&doi=10.1007%2f978-981-15-5856-6_34&origin=inward&txGid=0c911e094e6b6b1513e10af6dc717ee2en_US
dc.subjectCustomer serviceen_US
dc.subjectDiscrete events simulationen_US
dc.subjectFast Fooden_US
dc.subjectLean thinkingen_US
dc.subjectLTS modelen_US
dc.subjectSimulation modelen_US
dc.subjectLossesen_US
dc.subjectSalesen_US
dc.subjectCustomer servicesen_US
dc.subjectFast-food industriesen_US
dc.titleLean Thinking Simulation Model to Improve the Service Performance in Fast Fooden_US
dc.typeOtheren_US
dc.identifier.eissn21945365
dc.identifier.journalAdvances in Intelligent Systems and Computingen_US
dc.description.peerreviewRevisión por pareses_PE
dc.identifier.eid2-s2.0-85096423187
dc.identifier.scopusidSCOPUS_ID:85096423187
dc.source.journaltitleAdvances in Intelligent Systems and Computing
dc.source.volume1183
dc.source.beginpage339
dc.source.endpage345
dc.identifier.isni0000 0001 2196 144X


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