Conference Agenda
Overview and details of the sessions of this conference. Please select a date or location to show only sessions at that day or location. Please select a single session for detailed view (with abstracts and downloads if available).
Please note that all times are shown in the time zone of the conference. The current conference time is: 24th Aug 2026, 05:31:17am America, Santiago
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Daily Overview |
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26C: Production Engineering Virtual location: VIRTUAL: Agora Meetings | |
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4:40pm - 4:48pm
Customer Service Improvement in a Cooperative Credit Department Using the PDCA (PHVA) Cycle and Process Simulation Universidad ESAN - (PE), Perú Customer service is a critical factor for the sustainability of credit unions, especially in environments of increased competition and digital acceleration. This study evaluates the impact of applying the PDCA (Plan-Do-Check-Act) cycle on reducing delays in customer service in the credit department of a Peruvian credit union during 2023. A quasi-experimental design was used with pre- and post-intervention measurements, with a quantitative approach based on operational records, complemented by structured interviews with staff. The intervention was validated through process simulation (AS-IS vs. TO-BE). The results report an approximate 30% reduction in service times, a 25% decrease in appointment scheduling errors, and a 15% increase in member satisfaction. Additionally, the economic-financial evaluation shows a positive NPV, an IRR higher than the opportunity cost of capital, and a payback period of less than 12 months. It is concluded that the PHVA cycle is an effective and replicable tool for improving operational efficiency and service quality in cooperatives. | |