Quality management to increase profitability using a simulation model in decision making

Adriana A.M.M.P.; Fernanda P.L.C.; Segundo M.O.G. · RISTI - Revista Iberica de Sistemas e Tecnologias de Informacao (2024)

Resumen

The present research aimed to propose quality management in a small Peruvian service company and demonstrate its impact on profitability through a simulation model. In this sense, an applied research with a quantitative approach was used. The results showed that the annual profitability was 8.62% for 2022; likewise, an overcost of 43% was calculated in administrative and sales processes. The proposed improvement established the use of quality tools, such as: Six Sigma, PHVA, QFD, DMAIC and AMFE. Subsequently, a data simulation process was carried out assuming a variability in sales and a behavior of expenses according to the estimated savings. The simulation of 1000 random scenarios determined an average for profitability of 10.44% ± 3.74%, with a minimum value of-0.367% and a maximum of 20.87%.

Instituciones: Universidad Privada del Norte