Optimization model for the service level of a public entity through the application of simulation and Lean Manufacturing: Case study

Abstract

At the operational and customer service level, government institutions often struggle to identify bottlenecks and disorganization in their customer service processes. Therefore, a simulation model was developed, combining Lean tools such as Poka-Yoke and standardized work processes, to reduce waiting and service times and increase customer satisfaction in a municipal entity in Arequipa. The results obtained after implementing the model were achieved through a simulation using Arena software. This simulation showed an increase in the Net Promoter Score from 10.2% to 22.4%, and the average wait time in the queue was reduced from 18.2 minutes to 12.2 minutes. Based on these results, it is concluded that implementing Lean tools improves customer satisfaction by resulting in faster service and shorter wait times. Furthermore, this research is significant and could be applied to other government institutions and other areas of document management and administration within public companies.