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Hacia una Universidad Lean: Midiendo la calidad del servicio y definiendo prioridades de mejora | ||
| Published in: | Innovation in Education and Inclusion : Proceedings of the 16th LACCEI International Multi-Conference for Engineering, Education and Technology |  |
| Date of Conference: | July 18-20, 2018 | |
| Location of Conference: | Lima, Perú | |
| Authors: |
Jorge Abad (Escuela Superior Politécnica del Litoral, EC) Bianka Cabanilla (Escuela Superior Politécnica del Litoral, EC) Josselin Vera (Escuela Superior Politécnica del Litoral, EC) Sofia López (Escuela Superior Politécnica del Litoral, EC) | |
| Full Paper: | #281 | |
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 | ||