WCSE

Service Management Model Based on Lean and Kaizen Tools to Improve the Level of Satisfaction in Health Sector Companies

Abstract— Thehealth sector has a relevant economic impact in Peru, whose main problem is customer satisfaction, the main reasons being high waiting times and lack of order and cleanliness. Therefore, this study proposes an improvement model focused on this indicator that will consist of 3 tools that will solve the root causes, which are 5s, standardized work, and SMED. Likewise, the model will be validated through a pilot test for the first two tools, and for the last one, the Arena Simulator software will be used. The results obtained were positive, such as the reduction of the average waiting time of the patient in the waiting room by 60.9% and the average time of the patient in the process by 25.5%. This resulted in a 14.5% increase in customer satisfaction. Furthermore, the pilot test reduced the time spent searching for supplies by 83.3% and increased customer satisfaction about cleanliness by 219%. All these results led to a 14.5% increase in the primary indicator of customer satisfaction.

Index Terms— SMED, 5s, standard work, kaizen, healthcare, satisfaction.

Lorena Alvarado-Siete
Facultad de Ingeniería y Arquitectura, Universidad de Lima, Perú
Luis Marcelo Gomez-Mejia
Facultad de Ingeniería y Arquitectura, Universidad de Lima, Perú
Juan Carlos Quiroz-Flores
Facultad de Ingeniería y Arquitectura, Universidad de Lima, Perú
Martín Collao-Díaz
Facultad de Ingeniería y Arquitectura, Universidad de Lima, Perú
Alberto Flores-Pérez
Facultad de Ingeniería y Arquitectura, Universidad de Lima, Perú

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Cite: Lorena Alvarado-Siete, Luis Marcelo Gomez-Mejia, Martin Collao-Diaz, Juan Quiroz-Flores, Alberto Flores-Perez, " Service Management Model Based on Lean and Kaizen Tools to Improve the Level of Satisfaction in Health Sector Companies, " WCSE 2022 Spring Event: 2022 9th International Conference on Industrial Engineering and Applications, pp. 1385-1392, Sanya, China, April 15-18, 2022.