Implementación de herramientas lean y evaluación de su incidencia en la calidad de servicio. Caso de estudio: sector minorista de venta de productos esenciales

Abstract

The competitive world of the retail sector is looking for strategies that allow it to maintain its presence in the market and satisfy the high demands of customers. In this scenario, this degree work aims to implement Lean Manufacturing tools in two organizations (A and B) in the retail sector of essential products. For this purpose, this work was divided into four phases, the first one being a literature review that identified the Lean tools applied in this context. This was followed by the identification and validation of the factors that add value to the customer. In phase three, an initial diagnosis was made (level of waste and quality of service). Subsequently, with the findings, Lean tools were selected and implemented in each organization (5S, Kanban and Poka Yoke boards) through a pilot test. Finally, the results obtained were analyzed. The results showed a moderately positive impact on waste reduction, increasing the sigma level (indicator that measures the efficiency and quality of the process) by 7.5%, 15.5% and 22.8% in Organization A. Likewise, for Organization B, the sigma level increased by 15.4%, 28.1% and 31.7%. On the other hand, the incidence of service quality was positive, registering an increase of 1% in Organization A and 9% in Organization B. The development of this work was important because it addressed certain limitations and covered the concepts of traditional and modern retailing in developing countries. In addition, the study contributes to and opens up new research on Lean in the retail sector.