Quality Management Proposal according to industrial engineering tools to increase customer satisfaction of Manufacturas Claudinne S.A.C.

Authors

Avendaño Delgado, Enrique Martin

Cieza Quesquén, Gladys Daniela

Alcalá Adrianzén, Miguel Enrique

Abstract

The objective of this research work was to determine to what extent the Quality Management Proposal according to industrial engineering tools influences the customer satisfaction of Manufactures Claudinne SAC, Trujillo 2021, since low satisfaction caused the performance of the organization is diminished in its performance in obtaining loyal customers in the footwear sector. This research was of purposeful design, with a population of all the processes of the company. Industrial engineering tools were applied such as: Preventive Maintenance, 5S methodology, Poka Yoke and implement a training plan to increase the level of customer satisfaction by reducing problems such as: machine failures by 80%, hours of delay by 90 %, defective products by 80% and rework in production by 99%. Therefore, a 76.30% customer satisfaction was obtained as a result. The economic and financial evaluation was carried out, obtaining the NPV indicators of S/4,073.16, an IRR of 39.9%. The cost benefit or (B/C) of S/1.38 demonstrating that the proposal is viable.