Application of Statistical Quality Control and Quality Management Tools to Reduce Operational Costs at "Grupo Eleva Tu Marca S.A.C.," 2023

Rodríguez-Alza M.A.; Lozano-Cabana F.J.; Muñoz-Cruzado C.A. · CISCI - Conferencia Iberoamericana en Sistemas, Cibernetica e Informatica (2024) · DOI: 10.54808/cisci2024.01.225

Resumen

Research was conducted to analyze the application of Statistical Quality Control tools and Quality Management techniques to reduce operational costs at Eleva Tu Marca S.A.C. The study employed Ishikawa diagrams, Pareto diagrams, control charts, frequency distributions, and process capability analyses. Subsequently, proactive tools such as Quality Function Deployment (QFD), Failure Mode and Effects Analysis (FMEA), and the DMAIC Six Sigma methodology were applied. An annual economic loss of S/ 61,543.80 was identified, stemming from four root causes: lack of motivation and specialization in the Community Manager role, absence of a stable and trained audiovisual supervisor, lack of a recording schedule for clients, and inefficient recording strategy. After implementing improvements, a Z value and cpk within acceptable ranges were achieved, leading to an annual benefit of S/ 57,157.56, a Net Present Value (NPV) of S/ 75,002.91, an Internal Rate of Return (IRR) of 173.34%, a Payback Period (PBP) of 1.2 years, and a Benefit-Cost Ratio (B/C) of 1.5. Therefore, it was determined that the application of Statistical Quality Control and Quality Management tools effectively reduces operational costs in a marketing company. © CISCI - Simposium Iberoamericano en Educacion, Cibernetica e Informatica 2024.

Instituciones: Universidad Privada del Norte