Optimizing Customer Satisfaction Levels Through 5S, Standardized Work, and SLP: The Case of a Restaurant in Metropolitan Lima

Amar-Martinez C.S.; Yamashiro-Matsusaka T.; Ruiz-Ruiz M.F. · Proceedings of International Conference on Research in Education and Science (2025)

Resumen

The Peruvian gastronomic sector plays a crucial role in the economy and culture, particularly in Lima Metropolitan. However, inefficiencies such as long wait times and suboptimal operational management significantly impact customer satisfaction. This study aimed to enhance customer satisfaction in a Lima restaurant by implementing engineering tools including 5S, Standardized Work, and Systematic Layout Planning (SLP). A pre-and-post-test experimental design was simulated using Arena V.16. The methodology followed four phases: problem diagnosis, proposal design, result analysis, and a master implementation plan. Results demonstrated a 26% reduction in wait times, from 28 to 20.7 minutes, nearing the industry standard of 20 minutes. Customer satisfaction increased by 11 percentage points, from 68% to 79%, surpassing the sector average of 71%. Additionally, daily customer throughput rose by 16.9%, with a positive Net Present Value (NPV) of USD 5,000 and an Internal Rate of Return (IRR) of 28%. These findings provide a practical framework for optimizing efficiency in high-demand restaurants, suggesting future research on Lean methodologies to enhance service quality. © ICRES 2025.All rights reserved.

Instituciones: Universidad de Lima