Implementación de lean Six Sigma en atención al cliente en la microempresa "Conexión Total"

Abstract

This article describes the implementation of lean manufacturing and Six Sigma philosophies in the Conexion Total microenterprise; This micro-enterprise has only been in the market for a short time but has been concerned about customer satisfaction, so when sampling, it was observed that there are many complaints about the delivery time of the products or the customer did not find what they were looking for. To this end, work was done on the elimination of molts (waste) and efficiency was improved by reducing variations in the processes using the DMAIC methodology; By implementing these methodologies, the benefit was to reduce service times, which resulted in increased customer satisfaction and business profits.