Information is an important part of the manual assembly process. Information provides the user with the means to fulfil assembly tasks so that the right quality as well as high productivity are accomplished. This thesis addresses issues connected to information and information use in a modern manual assembly environment, and how these issues affect human operators, quality and productivity. The overall objectives of the research were to gain further knowledge on how attention affects the internal reject rate, to investigate these phenomena in industrial and laboratory environments and finally to propose a suitable evaluation method to be utilised at the design stage of an information system. Studies were performed with the purpose of investigating how the assembly personnel were affected by the information and how it affected quality and productivity. The studies were performed in an assembly plant and in the laboratory. Quantitative data collection included 10 days and nights of production where the information impact on quality was investigated. Connected to this study was a qualitative survey performed among 171 persons from the assembly personnel. The laboratory study took place during three days, approximately eight hours each day. It involved 30 persons, all experienced assembly workers from the reference assembly plant. The focus of this study was how information affected the personnel and thereby the productivity. The findings revealed that information affected the quality rates and productivity and that this can be linked to how the information is presented as well as when the information is presented. It was possible to link these findings to the outcome of a successful information search process, and to conclude that a use of an evaluation method or work process during the product lifecycle could have made it possible to avoid some of the problems connected to the information presentation. This is the basis for a proposed pragmatic evaluation method. The method was tested as a support system during the design of a prototype user interface to be used at the pilot plant. The major contribution of this research is the connection between attention and quality as well as the connection between attention and productivity. Knowledge regarding the importance of presenting the information at the right time must also be regarded as an important and proven contribution.

Objetivo: Asociar la calidad de servicio brindada al paciente con la calidad de sueño de los estudiantes de pregrado de odontología en un centro de salud de una universidad privada de Lima, Perú. Materiales y métodos: El diseño del estudio fue observacional, analítico y transversal. Se evaluaron a 82 estudiantes y 244 pacientes de los mismos de un centro universitario de salud de Lima. Para la evaluación de la calidad de servicio se empleó el cuestionario SERVQUAL, el cual evalúa expectativas y percepciones. Asimismo, para la calidad de sueño se aplicó el Índice de calidad de sueño de Pittsburgh. Para la asociación de las variables cualitativas y el cálculo de las razones de prevalencia crudas y ajustadas, se empleó la regresión de Poisson con varianza robusta. Se trabajó con un nivel de significancia estadística de p<0.05 y un intervalo de confianza del 95%. Resultados: Se obtuvo que el 59.84% de los pacientes estuvieron satisfechos con la calidad de servicio brindada, y el 58.54% de los estudiantes tuvieron una moderada dificultad para dormir. Asimismo, no se encontró asociación estadísticamente significativa entre ambas variables principales obteniéndose una RP 1.033, IC 95% 0.417 - 2.559. Conclusiones: En el presente estudio se encontró que, la calidad de servicio no se encuentra asociada con la calidad de sueño. Además, los valores en la percepción en todas las dimensiones de la calidad de servicio superaron a las expectativas. / Objectives: Making an association between the service quality provided to the patients and the odontology student’s sleep quality from a health center on a private university in Lima, Peru. Materials and Methods: This study was designed observational, analytical and transversally. 82 students and their 244 patients from a health university center in Lima, Peru were evaluated. To study the service quality, the SERVQUAL questionnaire was used, which evaluates expectations and perceptions. Likewise, for the sleep quality, the Pittsburgh Sleep Quality Index was applied. For the variables association and for the calculations of the crude and adjusted prevalence ratios, the Poisson regression with robust variance was used. The work was made with a statistical significance level of p<0.05 and a confidence interval of 95%. Results: The obtained results indicate that 59.84% from the patients were satisfied and the 58.54% of the students had a moderate difficulty to sleep. Moreover, a significant statistical association wasn’t found between the service quality and sleep quality; getting a PR 1.033, CI95% 0.417-2.559. Conclusions: In this study, it was found that the service quality is not related to the sleep quality. Additionally, the values and perceptions in all the service quality dimensions surpassed the expectative. / Tesis

Objetivo: Asociar la calidad de servicio brindada al paciente con la calidad de sueño de los estudiantes de pregrado de odontología en un centro de salud de una universidad privada de Lima, Perú. Materiales y métodos: El diseño del estudio fue observacional, analítico y transversal. Se evaluaron a 82 estudiantes y 244 pacientes de los mismos de un centro universitario de salud de Lima. Para la evaluación de la calidad de servicio se empleó el cuestionario SERVQUAL, el cual evalúa expectativas y percepciones. Asimismo, para la calidad de sueño se aplicó el Índice de calidad de sueño de Pittsburgh. Para la asociación de las variables cualitativas y el cálculo de las razones de prevalencia crudas y ajustadas, se empleó la regresión de Poisson con varianza robusta. Se trabajó con un nivel de significancia estadística de p<0.05 y un intervalo de confianza del 95%. Resultados: Se obtuvo que el 59.84% de los pacientes estuvieron satisfechos con la calidad de servicio brindada, y el 58.54% de los estudiantes tuvieron una moderada dificultad para dormir. Asimismo, no se encontró asociación estadísticamente significativa entre ambas variables principales obteniéndose una RP 1.033, IC 95% 0.417 - 2.559. Conclusiones: En el presente estudio se encontró que, la calidad de servicio no se encuentra asociada con la calidad de sueño. Además, los valores en la percepción en todas las dimensiones de la calidad de servicio superaron a las expectativas. / Objectives: Making an association between the service quality provided to the patients and the odontology student’s sleep quality from a health center on a private university in Lima, Peru. Materials and Methods: This study was designed observational, analytical and transversally. 82 students and their 244 patients from a health university center in Lima, Peru were evaluated. To study the service quality, the SERVQUAL questionnaire was used, which evaluates expectations and perceptions. Likewise, for the sleep quality, the Pittsburgh Sleep Quality Index was applied. For the variables association and for the calculations of the crude and adjusted prevalence ratios, the Poisson regression with robust variance was used. The work was made with a statistical significance level of p<0.05 and a confidence interval of 95%. Results: The obtained results indicate that 59.84% from the patients were satisfied and the 58.54% of the students had a moderate difficulty to sleep. Moreover, a significant statistical association wasn’t found between the service quality and sleep quality; getting a PR 1.033, CI95% 0.417-2.559. Conclusions: In this study, it was found that the service quality is not related to the sleep quality. Additionally, the values and perceptions in all the service quality dimensions surpassed the expectative. / Tesis

Pop Corn Nico es un modelo negocio que busca ser el socio de aquellas marcas con enfoque a mejorar el servicio al cliente. Incorporando en un mecanismo tradicional tecnología de manera innovadora y productiva: recolección de datos in situ. Tras el análisis del proceso comercial de empresas que participan en eventos y ferias identificamos la necesidad de poder atraer clientes; sin embargo, no cuentan con la capacidad de atención y recolección de dichos clientes. De esta manera, Pop Corn Nico atrae a dichos clientes con productos tradicionales y recolecta datos incorporando una aplicación con tecnología en una Tablet dando el soporte en tiempo real. Nuestro modelo de negocio apunta a posicionarse como un socio potenciador de empresas corporativas con tendencia a desarrollar un grado de excelencia hacia su cliente final. Nuestro equipo profesional cuenta con 7 años de experiencia en el rubro de eventos especializado en productos como pop corn, manzana acaramelada y algodón. Lo cual nos ha brindado un servicio al cliente y un producto final de calidad. Finalmente, nuestro proyecto tiene proyectado generar un VAN de s/876,775 al termino del tercer año, con una inversión total de s/387,166. Para lo cual estamos requiriendo un financiamiento del 50% de la inversión equivalente a s/193,583. / After the analysis of the commercial process of companies that participate in events and fairs, we identify their need to attract customers; however, they do not have the capacity of attention and data collection of those customers. In this way, Pop Corn Nico attracts those customers with traditional products and collects data incorporating an application with technology using a Tablet whichs gives the support in real time. Our business model aims to position itself as an empowering partner of corporate companies with a tendency to develop a degree of excellence towards their final customer. Our professional team has 7 years of experience in the field of events specializing in products such as pop corn, caramel apple and cotton candy, which has allowed us to have an excellent customer service and a final product with a good quality. Finally, our project has been planned to generate a VNA of S/.876,775.00 at the end of the third year, with a total investment of S/. 387,166.00 for which we are requiring a 50% financing of the investment equivalent to S/.193,583.00. / Trabajo de investigación