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:
scopus
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