Service Management Model Based on Standardization, SLP and 5S to Improve the NPS in SMEs in the Service Sector

Abstract

After the pandemic, the gastronomic industry suffered significant consequences worldwide, in addition to the sanitary complications, the sector is facing a more demanding customer every day. In the case of many companies, adapting their business to the delivery modality was the solution, this way of operating is based on the quality of the food, as well as the delivery time of the product. Both characteristics of the business are linked to what is known as customer satisfaction, being the Net Promoter Score the tool used to measure this indicator. For SMEs in the Peruvian sector, it is of utmost importance to maintain and guarantee product quality and deliver them in the shortest possible time. In this sense, a service management model will be presented, making use of Lean Service, especially process standardization, SLP and 5s, in order to reduce dead or obsolete times in production processes while maintaining product quality. Finally, by implementing this model it is expected to increase the NPS score, obtaining a positive final score.