Towards a Lean University: Measuring the quality of the service and defining priorities for improvement


Abstract:

Nowadays higher education institutions in Ecuador have limited funds and resources, therefore application of Lean methodologies, which promotes efficient use of resources, is a key success factor for their sustainability. This research uses the first Lean´s principle that identifies value through customer needs by using SERVQUAL tool in order to measure the Voice of the Customer (VOC). The university legal department is used as a pilot, where service quality is measured, wastes, products and services are identified, and through this quantitative identification, an improvement project was proposed in order to start the journey towards to a Lean University.

Año de publicación:

2018

Keywords:

  • VOC
  • LEAN
  • SERVICE
  • 6 sigma
  • Quality

Fuente:

scopusscopus

Tipo de documento:

Conference Object

Estado:

Acceso abierto

Áreas de conocimiento:

  • Educación superior
  • Gestión de calidad

Áreas temáticas:

  • Educación superior
  • Dirección general
  • Métodos informáticos especiales