ANALYSIS AND IMPROVEMENT OF THE OPERATIONAL PROCESS OF DONATION SERVICE IN A BLOOD BANK, APPLYING DISCRETE SIMULATION

Guerrero Chanduví D.A.; Benites Correa F.A. · Proceedings from the International Congress on Project Management and Engineering (2023)

Resumen

The objective of this study is to generate a proposal to improve the operational process of the Piura blood bank, since currently the attention time is very long (176.99 average minutes) and generates dissatisfaction among its donors. To do this, it is necessary to identify which sub-processes are currently affecting attention time. In this first stage, the SERVQUAL survey was used, recommended by the Ministry of Health of Peru in health services, and is used to measure the level of donor satisfaction and its correlation with service times. In addition, its application allowed us to know which are the sub-processes that affect the entire operating process. From this, proposals for improvement were developed using the ExtendSim Software. Four proposals were generated, from which a final improvement proposal was obtained, which includes the hiring of one more person in the process, the change of new software, and the implementation of an automated and accessible communication artificial intelligence voice system for donors. The investment is 34,250 EUR per year, and it is possible to reduce 53.51% of the current service time.

Instituciones: Universidad de Piura