Service Model Based On Lean Service And Agile Methods To Increase The Service Level In A SME In The Mining Sector

Abstract

Mining is one of the most important sectors in Peruvian economy, due to its large percentage contribution to GDP (Gross domestic product) and the large amount of resources existing in the territory. In this paper, we identified that one of the most outstanding problems in SMEs (Small medium-sized enterprises) that provide consulting services in this sector is the low level of service offered to clients due to the high demand and low capacity to respond inconveniences during the process. As a possible solution, we designed an improvement model that will allow raising this indicator using Lean Service tools, such as 5S and work Standarization, and agile methodologies, such as Scrum and Kanban, to reduce the existing gap.. © 2023 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.