masterThesis
Propuesta de una metodología de Lean Service a través de las herramientas de Lean Manufacturing para mejorar el proceso de servicio al cliente en una empresa de servicios de traslado de dinero
Fecha
2015Registro en:
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Autor
Bermeo Muñoz, Elver Alfonso
Institución
Resumen
Este trabajo de grado tiene una revisión del arte de 85 documentos relacionados con lean manufacturing y su aplicación en diferentes industrias de servicios y manufactura en el mundo, esta revisión se hizo para a traves del método científico determinar un problema, una hipótesis de porque puede suceder, establecer una metodología, análisis de los resultados y finalmente mis conclusiones sobre la aplicación de herramientas lean manufacturing adaptadas a una empresa de servicios. De acuerdo con lo anterior esta investigación tiene como fin establecer una metodología de lean service que se pueda implementar en empresas de servicios, también en este documento se encuentra la implementación de algunas de las herramientas lean y los resultados de su implementación, y a su vez como beneficia positivamente el desempeño del proceso de servicio al cliente en una empresa de traslado de dinero en Colombia.