Service Model under the Lean Service and Machine Learning Approach to Increase External User Satisfaction: A case study in the health sector SMEs in Peru

Villavicencio-Condor J.; Valdivia-Castro A.; Collao-Diaz M.; Chavez-Ugaz R. · ACM International Conference Proceeding Series (2022) · DOI: 10.1145/3568834.3568851

Resumen

The problem identified in the health sector was the low level of external user satisfaction in medical health centres. Due to this, a model based on Lean methodology (TPM and work standardization) and machine learning were developed to improve external user satisfaction. Furthermore, a case study was carried out to validate the model in a company in Metropolitan Lima. Through the analysis of indicators, an increase in the level of patient satisfaction to 81.40% was shown, taking into account the percentage of cancelled appointments, availability of the CT scanner, downtime due to failure, and CT scanner handling time.

Instituciones: Universidad de Lima