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| Natura: | Artículo científico |
| Lingua: | en |
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Universidad Nacional de Colombia
2022
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| Accesso online: | https://www.redalyc.org/articulo.oa?id=49674890002 https://www.redalyc.org/journal/496/49674890002/ https://www.redalyc.org/journal/496/49674890002/html/ https://www.redalyc.org/journal/496/49674890002/49674890002.epub https://www.redalyc.org/journal/496/49674890002/movil |
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Sommario:
- The analysis of macro processes of the cashier service in a supermarket organization: a case study of quality management and simulation Gustavo Alves de Melo Maria Gabriela Mendonça Peixoto Samuel Borges Barbosa Maria Cristina Angélico de Mendonça Ingeniería supermarket chain Quality management process management routine management This paper aimed to optimize the cashier service macroprocess in a supermarket located in the Alto Paranaiba. Decision-making tools were applied, such as brainstorming, process mapping, Ishikawa diagram and PDCA cycle. The simulation type was based on the M/M/1 model, in the context of Queuing Theory. Thus, factors such as customer satisfaction and increased productivity were sought through systematic control and continuous improvement of the cashiers' service macroprocess. Finally, the alignment carried out between the PDCA cycle and the Routine Management brought an effective contribution, represented by the standardization of the macroprocess, by the construction of Standard Operating Procedures (SOPs). 2022 artículo científico 0012-7353 https://www.redalyc.org/articulo.oa?id=49674890002 https://www.redalyc.org/journal/496/49674890002/ https://www.redalyc.org/journal/496/49674890002/html/ https://www.redalyc.org/journal/496/49674890002/49674890002.epub https://www.redalyc.org/journal/496/49674890002/movil 10.15446/dyna.v89n223.100885 en http://www.redalyc.org/revista.oa?id=496 Dyna application/pdf Universidad Nacional de Colombia Dyna (Colombia) Num.223 Vol.89