Application of quality tools to reduce costs in the customer service process of Probinse Industrial SAC in Trujillo, Perú 2023

Rodríguez Alza M.A.; Pascual Panduro S.; Sánchez Puelles L. · Memorias de la Conferencia Iberoamericana de Complejidad, Informatica y Cibernetica, CICIC (2024) · DOI: 10.54808/cicic2024.01.237

Resumen

The main purpose of this research is to determine the effect of the improvement proposal by applying quality management tools to reduce costs in the customer service process in the commercial company Probinse Industrial SAC in Trujillo, Peru. Therefore, an initial diagnosis of the current situation was made, and it was identified that the sales service process has certain downtimes and delays when performing certain activities. A methodology was established with study tools that were used for this research such as; the Ishikawa diagram, with which four root causes were found: absence in the strategies for the location of operational areas, lack of training of service personnel, absence of current stock information for the process of requirement verification and lack of distribution of zones in the sales area. Consequently, the following quality tools, such as QFD, FMEA and Six Sigma, were applied to these problems. The information obtained from the results indicates that the improvement proposal had a positive effect by eliminating downtime in the frequent activities of employees, improving the quality of the process, optimizing the spaces in each sales area and reducing costs in the customer service process by 50%, increasing the profitability of the company in the long term. It is concluded that the implementation of this improvement proposal in the customer service process has a high benefit for this specific area of the company, increasing efficiency and productivity.

Instituciones: Universidad Privada del Norte