Increase in the Satisfaction Index in a Restaurant through the Application of Value Stream Mapping and Visual Management

Malpartida Jimenez N.; Villegas Cruz J.; Moore Torres R.K.; Torres Sifuentes C.L.; Dominguez Mateos F. · ACM International Conference Proceeding Series (2023) · DOI: 10.1145/3629378.3629414

Resumen

The main objective of the research is to increase the Customer Satisfaction Index; for this purpose, a restaurant located in the city of Lima, Peru, was taken as a study scenario. Therefore, the implementation of Value Stream Mapping (VSM) and Visual Management (VM) was considered, which allowed the identification of bottlenecks and the application of improvements. For the implementation, firstly, an evaluation of restaurant satisfaction was carried out using the Customer Satisfaction Score (CSAT) in order to know the current state of the company and based on this, to make a diagnosis of the problem. Secondly, the causes and consequences of the problem were identified, which made it possible to determine where to apply possible improvement solutions. Finally, the tools were validated by means of indicators, contrasting the results after implementation; and thus, evidencing the increase in the Customer Satisfaction Index.

Instituciones: Universidad Peruana de Ciencias Aplicadas