PROPOSAL FOR THE MANAGEMENT OF THE CUSTOMER SERVICE OF THE “VASO DE LECHE” NATIONAL PROGRAM IN ONE DISTRICT IN LIMA UNDER THE DMAIC QUALITY METHODOLOGY APPROACH
Melissa A. Medina, Nicolás F. Salazar, Piero J. Alejos
Pages: 426-435
Published: 1 Oct 2022
Views: 1,430
Downloads: 170
Abstract: In Peru, one of the most important problems is the high rate of malnutrition of the population related to a low socio-economic level. For this reason, in 1985 the “Vaso de Leche” (Glass of Milk) program was created. However, it has had cases of mismanagement and inefficiency throughout its history. The objective of this article is to define the most convenient improvement proposals under the DMAIC methodology to optimize the “Vaso de Leche” program in one district in Lima from the customer service point of view. An exploration was carried out through interviews and the SERVQUAL questionnaire was applied. With the information obtained, points of improvement were defined, and a root cause analysis was carried out to conclude improvement proposals that were validated using the Delphi method with experts and stakeholders. The chosen proposals were aligned to the perceptions and expectations of the users and focused on the improvement of the communication channels and health monitoring. It was concluded that the application of these techniques is appropriate for these types of studies.
Keywords: dmaic, servqual, social programs, malnutrition, childhood, delphi method, root cause analysis, six sigma
Cite this article: Melissa A. Medina, Nicolás F. Salazar, Piero J. Alejos. PROPOSAL FOR THE MANAGEMENT OF THE CUSTOMER SERVICE OF THE “VASO DE LECHE” NATIONAL PROGRAM IN ONE DISTRICT IN LIMA UNDER THE DMAIC QUALITY METHODOLOGY APPROACH. Journal of International Scientific Publications: Educational Alternatives 20, 426-435 (2022). https://www.scientific-publications.net/en/article/1002409/
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