Hacia una Universidad Lean: Midiendo la calidad del servicio y definiendo prioridades de mejora (original) (raw)
2018, Proceedings of the 16th LACCEI International Multi-Conference for Engineering, Education, and Technology: “Innovation in Education and Inclusion”
Nowadays higher education institutions in Ecuador have limited funds and resources, therefore application of Lean methodologies, which promotes efficient use of resources, is a key success factor for their sustainability. This research uses the first Lean´s principle that identifies value through customer needs by using SERVQUAL tool in order to measure the Voice of the Customer (VOC). The university legal department is used as a pilot, where service quality is measured, wastes, products and services are identified, and through this quantitative identification, an improvement project was proposed in order to start the journey towards to a Lean University