TY - GEN
T1 - Análisis y Propuesta de Mejora del Proceso de Servicio de Mantenimiento Preventivo usando Herramientas Lean
T2 - 19th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology: "Prospective and Trends in Technology and Skills for Sustainable Social Development" and "Leveraging Emerging Technologies to Construct the Future", LACCEI 2021
AU - Huaman, William
AU - Garay, Fernando
AU - Limaco, Juan
AU - Atoche, Wilmer
N1 - Publisher Copyright:
© 2021 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.
PY - 2021
Y1 - 2021
N2 - This article aims to improve preventive maintenance processes in analytical instrumentation equipment for after-sales service. The evaluation of the problem was carried out by mapping the current value, classifying the types of activities that generate value to be optimized with the use of tools based on lean service, allowing to eliminate waste that affects customer satisfaction. Preventive maintenance was chosen as the activity that generates the greatest value for after-sales services. The use of the following tools is proposed: inventory control ABC, Heijunka, 5s and Kanban. Additionally, the stages of the planning, programming and CRA (consumable, spare and accessory) process were restructured. Regarding the research methodology, it is applicative - experimental level. Achieving as estimated results in the proposal to improve the after-sales service process; lead time decreased by 50.8% and the process cycle time decreased by 18.98%. The case study concludes with the improvement of service quality, customer satisfaction and increased productivity.
AB - This article aims to improve preventive maintenance processes in analytical instrumentation equipment for after-sales service. The evaluation of the problem was carried out by mapping the current value, classifying the types of activities that generate value to be optimized with the use of tools based on lean service, allowing to eliminate waste that affects customer satisfaction. Preventive maintenance was chosen as the activity that generates the greatest value for after-sales services. The use of the following tools is proposed: inventory control ABC, Heijunka, 5s and Kanban. Additionally, the stages of the planning, programming and CRA (consumable, spare and accessory) process were restructured. Regarding the research methodology, it is applicative - experimental level. Achieving as estimated results in the proposal to improve the after-sales service process; lead time decreased by 50.8% and the process cycle time decreased by 18.98%. The case study concludes with the improvement of service quality, customer satisfaction and increased productivity.
KW - 5S
KW - Heijunca
KW - Kanban
KW - Lean service
KW - Value stream mapping
UR - http://www.scopus.com/inward/record.url?scp=85122001974&partnerID=8YFLogxK
U2 - 10.18687/LACCEI2021.1.1.317
DO - 10.18687/LACCEI2021.1.1.317
M3 - Contribución a la conferencia
AN - SCOPUS:85122001974
T3 - Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology
BT - 19th LACCEI International Multi-Conference for Engineering, Education Caribbean Conference for Engineering and Technology
A2 - Larrondo Petrie, Maria M.
A2 - Zapata Rivera, Luis Felipe
A2 - Aranzazu-Suescun, Catalina
PB - Latin American and Caribbean Consortium of Engineering Institutions
Y2 - 19 July 2021 through 23 July 2021
ER -