Conference Agenda

This proceedings paper reframes an applied study that designs and implements a Quality Management System (QMS) aligned with ISO 9001:2015 at Montalvo Salon & Spa – San Miguel. The study addresses inconsistent service outputs and gaps in training, documentation, and monitoring. Using SERVQUAL and a Customer Satisfaction Index (CSI) together with internal process reviews, the largest expectation–perception gaps were found in responsiveness and empathy, revealing opportunities for process standardization and competency management. The proposed QMS follows four phases: (i) diagnosis and gap analysis; (ii) process design and documentation with risk‑based thinking; (iii) capacity building; and (iv) performance evaluation through KPIs, internal audits, and management review. The approach connects with environmental and occupational aspects via ISO 14001 and ISO 45001 to ensure safe, hygienic operations. Expected outcomes include higher satisfaction scores, fewer nonconformities and complaints, and a stronger culture of continuous improvement under PDCA. The contribution is a replicable blueprint for high‑contact services in emerging markets

The project addresses the issue of the low service level in a Peruvian textile company dedicated to yarn production. During the review of performance indicators, it was found that its average OTIF stands at 68.22%, a value below the national benchmark, which results in additional costs due to storing delayed orders, penalties, and idle time. Based on the diagnostic assessment conducted in the maintenance and warehouse areas, along with the analysis of historical data, several causes were identified that explain the process deficiencies: difficulty locating spare parts, disorganization in the maintenance warehouse, and the absence of an integrated maintenance plan. In response to this situation, a proposal combining three tools was developed. The ABC-XYZ analysis made it possible to organize and prioritize spare parts according to their importance and demand patterns. The implementation of a Kardex system helped register and control incoming and outgoing items in a more orderly way, reducing picking errors. Finally, a planned maintenance program (TPM) was designed, incorporating preventive and predictive tasks to reduce unplanned downtime. The proposal was validated through simulation, comparing the current situation with the improved scenario (AS-IS; TO-BE). The projected results indicate that the OTIF could increase to 77.95%, along with a significant reduction in search times, unexpected failures, and operational overcosts. The study shows that integrating these tools generates a strong impact on the company’s operations and response capacity, contributing to a more stable and predictable production environment.

Abstract–This study describes the design and implementation of an ERP system developed in Excel to optimize the management of the finished goods warehouse at Lácteos Huacariz. The organization exhibited recurring problems related to manual records, lack of traceability, discrepancies between physical and recorded inventory, and the absence of a reliable history of movements. In response, an assessment of the current process was conducted, the root cause was identified using quality tools, and a modular ERP system based on buttons and linked sheets was developed, capable of recording entries, exits, daily inventories, and an operations history. The results demonstrate that the system improved inventory accuracy, ensured traceability, reduced information retrieval times, and facilitated operational decision-making. Similarly, limitations related to staff training and initial resistance to change were identified. In conclusion, the proposed ERP constitutes a viable and low-cost solution for small and medium-sized enterprises, enabling more efficient warehouse management and providing the foundation for future technological and operational improvements.

This paper designs and field-validates a Food Safety Management System (FSMS) for a micro-restaurant in Callao, Peru (“Fuente de Soda Billy”) aligned with ISO 22000:2018 and Codex-HACCP. We translate regulatory and technical requirements into short, observable routines that survive peak demand, staff turnover, and limited space. Methodologically, we combine structured walkthroughs, PRP/SSOP audits, hazard analysis to identify CCPs, and a pre-/post-training microbiological assessment. A lightweight governance layer (risk-based reviews, competence, and document control) turns improvements into stable practice. We add a data-driven monitoring plan (time-temperature compliance, daily verification, and weekly audits) and propose a simple statistical design to validate effects on hygiene indicators. Results expected and supported by the literature include reduced microbial loads on equipment and food-handler hands, fewer nonconforming dishes, and improved customer-facing reliability. We contribute an FSMS blueprint tailored to micro-operators: crisp CCP limits and monitoring routines embedded in the job, traceability that works under budget constraints, and a validation protocol replicable by similar kitchens.