Productivity increase by Lean Service, TPM, and Workstation Design in a call center

Abstract

The service sector has established itself as one of the major contributors to the Peruvian GDP and a notable generator of many sources of work. Specifically, administrative services activity has experienced significant growth of 3.47%. However, this sector has been affected by productivity problems related to long wait times,issues with workstations, and machinery failures. These problems are causing the study company to fail to meet its daily sales goals. In this sense, the research proposes an operations model that uses preventive maintenance and Lean tools, including 5S, work standardization, workstation design, and visual management. In this way, the proposed model aims to increase productivity by 14.30%, verifying the proposed contribution’s effectiveness through the simulation’s implementation. The proposed combined different engineering methodologies and tools, which counteract the most common causes of the problems present in the service sector.