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Lean Thinking Simulation Model to Improve the Service Performance in Fast Food

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Proceedings of Fifth International Congress on Information and Communication Technology (ICICT 2020)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1183))

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Abstract

The fast food industry, specifically the service department, has experienced sustainable economic growth and has evolved in the application of substantial methods, however, it has presented a slowdown due to deficient operation level provided in the customer service area. A large number of customers do not make the purchase owing to a series of unmet trends that face the consumer behaviour which leads to significant economic losses and inefficient service. They have therefore focused their efforts on finding impulse mechanisms through allowing them to migrate to less costly processes and/or to achieve better utilisation of available resources without success. This research inquires into the effectiveness of the Lean Thinking Simulation (LTS) model, which consists in the development of a set of methodological phases and the adaptation of the technological support termed as Digital Change to improve the performance of customer service in Peruvian fast food. The main result of this practical study was defined by a Dashboard in real-time, and as a first approximation of the model, a 17.03% improvement can be shown in the performance of customer service on the fast food selected.

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Authors and Affiliations

  1. Business Management Engineering, Peruvian University of Applied Sciences, Lima, Peru

    Diana Sandoval, Manuela Palomares, Jose Rojas & Pablo Mendoza

  2. Department of Investigation, Peruvian University of Applied Sciences, Lima, Peru

    Carlos Raymundo

Authors
  1. Diana Sandoval
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  2. Manuela Palomares
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  3. Jose Rojas
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  4. Pablo Mendoza
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  5. Carlos Raymundo
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Correspondence to Diana Sandoval .

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Editors and Affiliations

  1. School of Science and Technology, Middlesex University, London, UK

    Xin-She Yang

  2. Department of Biomedical Engineering, The University of Reading, Reading, UK

    R Simon Sherratt

  3. Department of Information Technology, Techno India Institute of Technology, Kolkata, West Bengal, India

    Nilanjan Dey

  4. Global Knowledge Research Foundation, Ahmedabad, India

    Amit Joshi

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Sandoval, D., Palomares, M., Rojas, J., Mendoza, P., Raymundo, C. (2021). Lean Thinking Simulation Model to Improve the Service Performance in Fast Food. In: Yang, XS., Sherratt, R.S., Dey, N., Joshi, A. (eds) Proceedings of Fifth International Congress on Information and Communication Technology. ICICT 2020. Advances in Intelligent Systems and Computing, vol 1183. Springer, Singapore. https://doi.org/10.1007/978-981-15-5856-6_34

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  • DOI: https://doi.org/10.1007/978-981-15-5856-6_34

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  • Publisher Name: Springer, Singapore

  • Print ISBN: 978-981-15-5855-9

  • Online ISBN: 978-981-15-5856-6

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