Service Model under the Lean Service and Machine Learning Approach to Increase External User Satisfaction: A case study in the health sector SMEs in Peru
Authors: 
Joselyn Villavicencio-Condor, Andrea Valdivia-Castro, Martin Collao-Diaz, Rafael Chavez-UgazAuthors Info & Claims
Pages 204 - 210
Abstract
The problem identified in the health sector was the low level of external user satisfaction in medical health centres. Due to this, a model based on Lean methodology (TPM and work standardization) and machine learning were developed to improve external user satisfaction. Furthermore, a case study was carried out to validate the model in a company in Metropolitan Lima. Through the analysis of indicators, an increase in the level of patient satisfaction to 81.40% was shown, taking into account the percentage of cancelled appointments, availability of the CT scanner, downtime due to failure, and CT scanner handling time.
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Index Terms
- Service Model under the Lean Service and Machine Learning Approach to Increase External User Satisfaction: A case study in the health sector SMEs in Peru
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Published In
September 2022
552 pages
ISBN:9781450397582
DOI:10.1145/3568834
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Published: 25 January 2023
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ICIBE 2022
ICIBE 2022: 2022 The 8th International Conference on Industrial and Business Engineering
September 27 - 29, 2022
Macau, China
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