Operational Model to Reduce Order Delivery Time by Applying Lean Manufacturing Tools in a Fast-Food Franchise

Marquez-Flores M.E.; Sosa-Campos A.J.; Chavez-Ugaz R.; Leon-Chavarri C.C. · Congreso Internacional de Innovacion y Tendencias en Ingenieria, CONIITI (2025) · DOI: 10.1109/coniiti68560.2025.11366174

Resumen

Fast-food franchises operate in a highly competitive environment where delivery speed and order accuracy are critical factors for customer satisfaction and business performance. In Peru, industry standards suggest an average delivery time of 6 minutes per order; however, the franchise analyzed in this study recorded a delivery time of 13 minutes. Three key factors contributing to inefficiency were identified: order errors, process downtime caused by internal transport and the replenishment of supplies, and operational overload at the main assembly station. To address these issues, an operational improvement model was designed, integrating the 5S methodology, a layout redesign through Systematic Layout Planning, line balancing, and visual management tools to optimize workflow. The results of an Arena simulation demonstrated a reduction in product assembly time from 1.92 to 1.01 minutes, increasing operational capacity from 32 to 60 units per hour. Additionally, the average delivery time was reduced to 10.67 minutes, while the percentage of incorrect orders decreased to 10.27%. Process efficiency, relative to the standard delivery time, increased from 46.15% to 56.26%. These findings demonstrate that the integration of Lean tools enables substantial improvements in delivery times and operational efficiency in high-demand environments such as fast-food franchises.

Instituciones: Universidad de Lima