Congreso Internacional de Ingeniería Industrial de la Universidad de Lima

Presentación

Ruth Vásquez Rivas Plata — Fri, 02 May 2025 00:00:00 -0500

United we transform: harnessing ai for Peruvian SMEs digital success

Rafael I. Plaza — Fri, 02 May 2025 00:00:00 -0500

Digital transformation is crucial for the competitiveness and innovation of businesses in today’s rapidly evolving technological landscape. This study examines the critical role of Artificial Intelligence (AI) in facilitating digital transformation among small and medium-sized enterprises (SMEs) in Peru. Considering the gap in the current literature on the digital transformation processes of Peruvian SMEs, this study develops a survey grounded in traditional concepts such as dynamic capabilities and innovative methodologies derived from AI project management experts globally. The responses from 80 Peruvian SMEs are analyzed using a dProbit econometric model to identify the barriers and opportunities they face in adopting AI-driven technologies. The results emphasize the importance of dynamic capabilities, particularly the transforming capability, which involves the continuous renewal and strategic reconfiguration of a SME’s resources. This research enhances understanding of the importance of nurturing a culture of collective thinking and leveraging organizational memory not only within individual SMEs but also among them. Since digital transformation is a continuous and evolving process, it requires the retention and application of collective memory to navigate its complexities and sustain progress over time. This research has also significant implications for SMEs seeking to foster value networks among themselves.

Process management model based on the application of bpm and CRM to increase the productivity of a financial entity

Carlos Lopez-Torres-Orrego, Nicolas Herrera-Herrera, Alberto Flores-Perez — Fri, 02 May 2025 00:00:00 -0500

This study identified the operational inefficiencies in a bank with the objective of improving productivity. A model integrating Business Process Management (BPM) methodology and Customer Relationship Management (CRM) was designed to optimize document processing. The main causes identified were the lack of automatization in manual procedures, the presence of a bottleneck, and an inequitable workload. BPM enabled the formulation of an improvement model that will optimize the process by addressing the identified causes, while CRM will be the key component in task automatization. Through a simulation, results showed a potential 14,38 % increase in monthly productivity and a 38,5 % reduction in pending documents. These results were statistically validated using the T-Student test, solidifying the model’s effectiveness. Additionally, an economic evaluation ensured the model’s implementation profitability, highlighting a net present value (NPV) of PEN 62 527,76 and an internal rate of return (IRR) of 91,65 %. Lastly, a social and environmental validation was conducted.

Good manufacturing practices in the gastronomic sector of Colombia: an analysis of the current situation

Johanna Mildred Méndez Sayago, Jorge Esau Tierradentro Cruz, Gina Vera Rizzo — Fri, 02 May 2025 00:00:00 -0500

This study evaluated the compliance with Good Manufacturing Practices (GMP) in restaurants in Colombia, according to Resolution 2674 of 2013. Through surveys and checklists, aspects such as infrastructure, equipment handling, sanitation, and manufacturing processes were analyzed. The results revealed partial compliance, highlighting deficiencies in hygienic practices, infrastructure, and quality control programs. Continuous training, specific manuals, and sanitation and quality verification programs are recommended. The study emphasizes the importance of managerial commitment and proper resource allocation for better implementation of GMP.

Production management model to improve productivity in artichoke sanitization by applying standard work and 5s: case of the Agro-industrial sector in Peru

Angela Calderón Morales , Erla Alejandra Concha Romero — Fri, 02 May 2025 00:00:00 -0500

The agroindustry has grown significantly in recent years; however, many small and medium-sized enterprises in the sector face low productivity issues, leading to economic losses. For this reason, the objective of this research is to develop a production management model to increase the productivity of a company in the sector to 77 % using Standard Work and 5S tools. The research method was empirical and quantitative, with a quasi-experimental approach, focused on the food sanitization process of the company. For the diagnosis, tools such as process mapping, Value Stream Mapping, time study, control charts, Pareto analysis, and a problem tree were used. The pilot test showed a 7,71 % increase in total productivity; specifically, in the cleaning process, productivity increased to 90,39 %, waste was reduced by 10,19 %, and the average time was reduced by 15,08 %. The conclusions highlight the effectiveness of the proposed model in improving efficiency and productivity in the agro-industrial sector.

Proposal to improve the efficiency and service quality of a warehouse through SLP. Case: food supplementation program in a region with a high level of poverty

Fri, 28 Feb 2025 00:00:00 -0500

El objetivo del estudio es aumentar la eficiencia en el nivel de servicio dentro del almacén del Programa de Complementación Alimentaria (PCA) mediante la aplicación de la metodología de systematic layout planning (SLP). La problemática radica en la baja eficiencia de las actividades de recepción y despacho, lo que incrementa el esfuerzo y el trabajo de los operarios. El estudio se ubica en la provincia de Cajamarca, una de las regiones con mayores índices de pobreza (42,5 %) a nivel nacional, hasta el 2021. La aplicación de la metodología SLP ayudó a desarrollar propuestas de mejora de una manera más accesible en un contexto en el que los programas sociales carecen de recursos para la implementación de metodologías complejas o de costosos softwares de simulación de diseño de instalaciones. Como resultado, el layout propuesto logró una mejora del 78,1 % en el nivel de servicio y una reducción del 99,04 % del esfuerzo.

Implementation of lean manufacturing, SOSTAC method and machine learning to improve commercial management in the services sector

Fri, 28 Feb 2025 00:00:00 -0500

The following study addresses the issues of commercial management and the lack of sales forecasting in a company that sells personal protective equipment. Therefore, the study aims to implement an improvement model in the commercial management of a service sector company using the SOSTAC method, integrating 5S and machine learning with ARIMA. The research is applied, quantitative, and descriptive. SOSTAC and 5S, as marketing and engineering tools, contributed to order, management, and control in the implementation process of the model in the organization for profitable commercial management. On the other hand, machine learning provided an accurate diagnosis of future demand by implementing the ARIMA code. The sample consisted of sales data from January 2020 to October 2023. A situational diagnosis, internal and external analysis, identification of key processes, and the implementation of strategies for improving commercial management were carried out. The results indicated an improvement in the average monthly sales from S/ 12 648 to S/ 20 109,19, an increase in market share from 9,75 % to 10,81 %, a reduction in the efficiency gap of the company compared to the sector from 18,46 % to 13,60 %, and an improvement in inventory turnover from 2,7 to 3,62. It is concluded that the implementation of the proposed model, with the use of 5S and machine learning with ARIMA, significantly improves efficiency, sales volume, market share, and commercial profitability, favoring the growth and sustainability of the company.

Improvement in customer management based on revenue management and RFM in an interprovincial passenger transport company

Fri, 28 Feb 2025 00:00:00 -0500

This study investigates demand-based pricing using the RFM tool to analyze consumer behavior and increase profits in a transportation company. First, demand is forecasted for representative months using a Time Series forecasting model. Then, revenue management techniques are employed to establish optimal prices. Additionally, promotional strategies are proposed to enhance customer loyalty and maximize profits. The effectiveness of the proposed algorithm was validated through experiments with both simulated and real data, demonstrating that the application of RM and RFM tools leads to a significant 6,99 % improvement in seat occupancy rates and a 15,51 % increase in profits. This innovative approach promises to transform revenue management and promotional strategic planning in the transportation sector.

Proposal for improving the inbound logistics in an automobile importing company using lean management

Jimena Pinto Adriazola, Jimena Mc Farlane Camino, Rafael Chavez-Ugaz — Fri, 28 Feb 2025 00:00:00 -0500

In this research, an improvement proposal is presented for a car dealership company. The proposed industry is constantly changing due to technological advances and the new approach to placing the customer at the center of all decisions. Stock shortages and delays in order delivery generate a negative impact on the service level index. By analyzing the company’s processes, a problem was diagnosed in the inbound logistics area to obtain the necessary inventory and satisfy the demand for vehicle sales. In this sense, this article proposes an integrated model that uses lean management tools, including Kanban and VSM, hand in hand with Industry 4.0 tools to increase this indicator. The research is validated through a simulation in Arena software, and it is observed that it has a positive impact on the company, since by implementing them the service level registers an increase of 11,52 %. With the use of digital twin, the number of complaints due to lead time decreased to a 1,6 %, while Kanban and machine learning helped reach a stock outage of 12,08 %. The contribution proposed in this study can guide other dealership companies in the automotive industry to counteract many of the main problems related to their service level.

Application of Six Sigma to enhance service quality in a restaurant

Fri, 02 May 2025 00:00:00 -0500

A recurring problem in the restaurant industry is the quality of service, particularly delays in order delivery. This study aims to improve service quality in a restaurant by reducing service time using the Six Sigma methodology. The Servqual questionnaire was used to assess service quality, revealing a customer satisfaction rate of 81,05 %. The time taken to prepare orders was measured and recorded in a VSM, indicating an average of 33 minutes. A control chart was created in Minitab software, showing Cp and Cpk values of 0,83 and 0,71, respectively. After standardizing kitchen procedures, service time was reduced by 16,72 %, with a new average of 20 minutes. This improvement increased the Cp and Cpk values to over 1,33. Following the implementation of these tools and a simulation in Arena software, a second Servqual questionnaire indicated that the restaurant’s service quality improved by 7,24 %, reaching 88,29 % customer satisfaction.

CSR strategies to increase sustainability and improve human capital management in a construction SME

Orlando Sáenz Aguinaga, Adrián Paz Vega, Jorge Montoya Barragán — Fri, 02 May 2025 00:00:00 -0500

The research focuses on adapting corporate social responsibility measures to a construction SME, addressing fluctuations in the number of workers per 100 000 soles of income. After a literature review, CSR was chosen for its potential in human capital management and improving corporate reputation. Following implementation, employee satisfaction improved, procedures were established to manage social sustainability indicators, a CSR policy was declared, and a strategy to retain personnel was designed. Simulation validated the effectiveness of the procedures. It is concluded that CSR benefits both financially and non-financially for SMEs. Future research is recommended to explore other sustainability pillars.

Lean Service and BPM to Improve Service Levels in a Telecommunications Company

Carlos Arteaga Ventura, Xiomara Alessandra Rosales Meza, Silvia Ponce Álvarez — Fri, 02 May 2025 00:00:00 -0500

Internet connectivity issues are a critical challenge in the telecommunications sector, especially for business clients who, due to their constant growth, rely on robust and uninterrupted service that contributes to business continuity and the development of a digital world. This study addresses inefficiencies in fault resolution that affect service reliability and customer satisfaction in a Peruvian telecommunications company, through the implementation of lean service and business process management (BPM) methodologies to significantly reduce fault response and resolution times, improving the quality of internet service for business clients. Although there are studies on the application of these tools in different sectors, including telecommunications, the amount of comparative research in this area is limited, making this work a significant contribution. This study successfully improved fault resolution efficiency through the application of these methodologies, which minimized the current service downtime (reducing from 10.5 hours to an average of 9.2 hours), thereby increasing reliability. This research demonstrates that the implementation of these improvements significantly boosts customer retention and satisfaction, resulting in higher revenues, especially in high-demand markets.

Improvement proposal based on lean manufacturing to reduce defective rate in an SME in the optical sector

Fri, 02 May 2025 00:00:00 -0500

The present research work will focus on medium and small companies in the optical sector, the most recurrent problems of a specific company will be identified, where these results will be compared with the current problems of the sector in general to identify the main problem. The aim of this research project is to reduce defective products in the production process and thus increase utility net of the laboratory. To achieve this goal, it is necessary to reduce operator errors, avoid machine failures and optimize process flow. In order to be able to carry out all of the above, it was considered necessary to implement the 5S, standard work, jidoka, TPM and poka-yoke tools. In the present work, the defective rate decreases to 1.40 %, previously this indicator was 8.22 %.

Operations Model Applying TOC And SLP to Increase the Level of Services in the Emergency Area of a Private Health Center

Matias Leo Forno, Rafaella Teixeira Torterolo, Maria Teresa Noriega-Araníbar — Fri, 02 May 2025 00:00:00 -0500

This research aims to reduce the total patient care time in the emergency department of a private healthcare center in Lima. The current average time is 3 hours and 17 minutes, 37 minutes longer than desired. This delay is reflected in a 4.79 % walkout rate. The study, with a quantitative approach, quasi-experimental design, and explanatory and correlational scope, proposes an improvement model using Theory of Constraints (TOC), Systematic Layout Planning (SLP), and Arena Simulation Software. Implementation achieved a 16.7 % reduction in total patient stay time (32.88 minutes), improved box care time by 17.4 % (28.62 minutes), and reduced waiting time in the consultation queue by 60 % (76.56 minutes). The walkout rate dropped to 0%, increasing the capacity to attend to 29 additional patients per day.

Improving order fulfillment through triple exponential smoothing, ABC and linear programming in an alcoholic beverage delivery company

Fri, 02 May 2025 00:00:00 -0500

In the current commercial context, the implementation of e-commerce is becoming increasingly prevalent in the Peruvian territory, which gives rise to several challenges in the management of the companies’ supply system. This research focuses on the application of engineering tools, such as ABC classification, triple exponential smoothing and linear programming, in the management of an alcoholic beverage delivery business, in order to increase the order fulfillment rate. The improvement proposal is developed taking into account the constraints faced by retail companies in Peru. Initially, the market demand for beverage orders is forecasted; then, the forecasted products are classified to identify those with higher turnover and revenues; and finally, a model is programmed to minimize the associated costs. As a result, a 95 % order fulfillment rate was achieved and significant cost optimization was reached, which shows the efficiency achieved.