Proposal to Improve Customer Service Time Compliance Using 8D and Lean Service Tools in an SME of the Electrical Sector (#1645)

Authors

León Cuenca, Leslie

Chavez Huamán, Anthuané

Cano, Mercedes

Abstract

The energy sector faces major challenges due to the increasing demand for efficiency and service quality, which represents a significant barrier for small and medium-sized enterprises (SMEs) seeking to maintain their competitiveness in the market. This study explores the application of Lean Service and 8D methodologies in an SME of the electrical sector to improve its operational processes, where it currently faces high inefficiency rates, delays in service, and low customer satisfaction. The Lean Service methodology aims to reduce waste and optimize workflow through tools such as Kanban, which visually organizes tasks, and Heijunka, which stabilizes production; both contribute to increased efficiency. On the other hand, the 8D approach provides a structured framework to solve operational problems by identifying and eliminating root causes, preventing recurrence, and fostering continuous improvement. The results show significant improvements in key indicators, such as reduced service time, backlog reduction, and a considerable increase in customer satisfaction. These findings suggest that the combined use of Lean Service and 8D enables a sustainable and effective operational transformation in similar companies. The methodology used, based on theoretical and practical evidence, offers a replicable model for other SMEs in the sector, which is essential for fostering their sustainability and growth in a highly competitive environment.