Propuesta para mejorar la calidad de servicio operativo en una compañía de servicio en Colombia aplicando algunos principios lean manufacturing

Abstract

The technology industry is dynamic, every day there are more developed and complex advances that facilitate the lives of users, which require companies in this sector to adapt to the changes presented; this behavior has been the cause of the disappearance of some influential companies such as: Nokia, BlackBerry and Kodak; companies that were replaced by companies that innovated and offered additional services thinking about the welfare of their clients. This project is developed in a Japanese company with 80 years of antiquity transformed through time adapted to the market whose business is the distribution, import, supply, marketing, sales and printing services; Its main products are digital imaging systems, multifunction systems, scanners, printers, cameras and supplies; for purposes of confidentiality and the request of the Company in this project every one that should be named to it will be denoted "The company”, the project allows applying Industrial Engineering knowledge with which it is possible to demonstrate the optimization of processes that can be performed when implementing Lean maufacturing tools for industrial engineering. As a growing company and adaptation process it is evident the need to evaluate the procedures and service models used nowadays, some shortcomings have been detected in the quality and timing of the service provision which generates dissatisfaction in the end users , failure to comply with the ANS (service level agreements), making client loyalty difficult.