Gestionar la experiencia de los clientes en el sector de las telecomunicaciones contiene uno de los grandes retos en conjunto con áreas comerciales y operativas. La presente tesis tiene como finalidad el diseño de un modelo de gestión de la experiencia del cliente usuario del servicio móvil postpago en una empresa de telecomunicaciones que garantice que el nivel de satisfacción de sus usuarios crezca en tendencia positiva. La hipótesis de esta tesis considera que la práctica de llamar para ofrecer un servicio, es decir el telemarketing o las televentas, impacta de manera negativa el nivel de satisfacción de los usuarios de telefonía móvil. La cual genera a su vez no garantiza las ventas sostenibles en el tiempo por ser de preferencia en el mercado. Para desarrollar el diseño, es necesario indagar las preferencias y los comportamientos de los usuarios para, de esa manera, diseñar los procesos. Para conocer a los clientes y usuarios, se realizaron dos encuestas, la primera para conocer la actualidad del nivel de satisfacción en usuarios respecto al servicio que reciben de sus respectivas operadoras. Mientras que la segunda, nos permite ampliar los primeros resultados haciendo referencia a los cambios provocados y simulados en esta propuesta. Adicional, para ciertos procesos operativos que forman parte del modelo integral, se recaba información histórica cualitativa. Con ello, utilizando técnicas enfocadas en los procesos centrados en el usuario o cliente final, se llevó a una implementación simulada resultando en la validación de este modelo de gestión de la experiencia del cliente como uno que garantiza el incremento de usuarios fieles, por ende, tendencia positiva en ventas. Así también, como un modelo omnicanal. En conclusión, este modelo propuesto refuerza las intenciones actuales del sector industrial: Diferenciarse por la calidad en los servicios, en lugar de las propuestas comerciales por precios y productos. / Managing customer experience in the telecommunications sector contains one of the biggest challenges in business and operational areas. The purpose of this research is design a management model of the customer experience of the postpaid mobile service in a telecommunications company that guarantees that the level of satisfaction of its users grows in a positive trend. The hypothesis of this thesis considers that the practice of calling to offer a service, called as telemarketing or telesales, affects the level of satisfaction of mobile phone users negatively. Which in turn generates does not guarantee sustainable sales over time, as it is preferred in the market. To develop the design, it is necessary to investigate the preferences and behaviors of customers in order to design the processes. In order to get to know customers and users, two surveys were carried out, the first to find out the current level of satisfaction in users with respect to the service they receive from their respective operators. While the second, allows us to expand the first results by referring to the changes caused and simulated in this proposal. Additionally, operating processes that are part of the comprehensive model, qualitative historical information is collected. With this, using techniques focused on processes focused on the end user or customer, a simulated implementation was carried out resulting in the validation of this customer experience management model as one that guarantees the increase of loyal users, therefore, positive trend in sales. Also, as an Omnichannel model. In conclusion, this proposed model reinforces the current intentions of the industrial sector: Differentiate itself by the quality of services, instead of our commercial proposals for prices and products. / Tesis

The dissertation is concerned about, according to author still “live” problem of optimization of logistic flow, with scope to company environment. The aim is to find correct methodology for defined problem and to apply it to particular case study. Theoretical part begins with description and analysis of actual state of problematic of logistic flow optimization and listing the methods which are able to be applied to these problems. The three main groups – exact methods, heuristic methods and combined methods take part in. The analysis continues further with searching the methods, useful for application in production company environment. Vast focus is on layout design task, because once layout is created, except some minor changes, it lasts usually for some years and therefore it is necessary to consider it properly. Moreover, there is also difference between other characteristics of production, as production planning and machines / technologies upgrade and layout; the former are in a certain manner changeable and not stable, but the layout cannot be changed on for ex. weekly basis. Contribution to research is located at the end of theoretical part, which is newly modified methodology to be more suitable for practical application. Practical part begins with the description of particular case study, e.g. actual status of logistic system in enterprise. The processes described include purchasing management, production management and mainly layout design of production space. The application of suitable methods consists of group technology methods – already known method, plus newly modified method and their mutual comparison. In addition is included already known value stream mapping method. The result is recommendation for change in layout design, developed by integration of results, brought by group technology methods and value stream mapping method.

I Sverige är 99.9 % av alla företag SME-företag. I dagens samhälle har förändrade förutsättningar och globala marknader ändrat kundkraven på exempelvis ledtid. Svenska tillverkande SME-företag kräver således ett sätt att anpassa sin produktion till dessa förändrade förutsättningar. VSM är en metod där current- och future-state mappas för att tydliggöra hur produktionen ser ut idag och hur det ska se ut imorgon. Det påvisas dock i tidigare studier att det finns hinder med VSM som motverkar framtagning av FSM. Det ska dock noteras att merparten av de studier som tidigare utförts har gjorts vid utländska företag eller företag större än SME. Dessa studier har dessutom genomförts i syfte att observera VSM i helhet och de fördelar som metoden har, eller undersöka vissa få hinder. Syftet med arbetet är därför att undersöka vilka hinder som kan försvåra för svenska SME-företag att designa future-state värdeflödeskartor som är lämpliga sett till deras verksamhet. Detta för att bättre möjliggöra för VSM implementation hos dessa företag. Detta har utförts genom att jämföra tidigare litteratur med en fallstudie på ett svenskttillverkande SME-företag inom metallindustrin och undersöka de mönster i hindren som observerats. Resultatet av arbetet var en modell av hinder som kan komma att försvåra försvenska SME-företag att designa future-state värdeflödeskartor som är lämpliga sett till deras verksamhet. Från denna modell tydliggörs ett stor överlapp mellan det empiriska resultatet och resultatet från tidigare studier. Ett hinder från tidigare litteratur motbevisas även och exkluderas från modellen. Detta medför att framtida utövare på svenska tillverkande SME-företag aktivt kan göra sig medvetna om de hinder som de kan tänkas stöta på samt vad dessa kan ha för påverkan på deras FSM, och genom detta förbereda sig för att möta dessa hinder. Framtida studier skulle kunna undersöka hinder vid användning av VSM-metoden på flera olika svenska tillverkande SME-företag och således skapa en bredare bild av hinder med VSM för framställning av en FSM / In Sweden, 99.9% of all companies are SMEs. In today's society, changing conditions and global markets have altered customer requirements, such as lead time. Therefore, Swedish manufacturing SMEs require a way to adapt their production to these changing conditions. Value Stream Mapping (VSM) is one such method that maps the current and future states to clarify how production looks today and how it should look tomorrow. However, previous studies have shown that there are obstacles with VSM that hinder the development of Future State Maps (FSMs). It should be noted that the majority of previous studies have been conducted in foreign or larger-than-SME companies. These studies have also been carried out to observe the entirety of VSM and its benefits or to investigate a few specific obstacles. The purpose of this study is to examine the obstacles that may hinder Swedish SMEs from designing future-state value stream maps suitable for their operations, in order to better enable VSM implementation in these companies. This has been accomplished by comparing previous literature with a case study conducted at a Swedish manufacturing SME in the metal industry and examining the patterns observed in the obstacles. The result of this work was a model of obstacles that may hinder Swedish SMEs from designing future-state value stream maps suitable for their operations. This table clearly shows a significant overlap between the empirical findings and the results from previous studies. Additionally, one obstacle from previous literature is contradicted. As a result, future practitioners in Swedish manufacturing SMEs can actively become aware ofthe obstacles they may encounter and understand their impact on their FSMs, thereby preparing to address these obstacles. Future studies could investigate obstacles in the use of the VSM method in several different Swedish manufacturing SMEs to create a broader understanding of obstacles with VSM for the development of an FSM.

[pt] A indústria offshore vive atualmente a quarta revolução industrial que traz novos desafios para a cadeia de suprimentos e exige a implementação de paradigmas clássicos como a filosofia Lean, a fim de aumentar a eficiência e aprimorar processos, obtendo vantagens competitivas sustentáveis que são requisitos base para a transformação digital. Entretanto, ainda é limitada a aplicação do Lean no setor de transporte rodoviário e há escassez de estudos práticos sobre como o Lean Transportation (LT) pode apoiar a melhoria das operações offshore. Dessa forma, objetiva-se aplicar técnicas do LT para reduzir desperdícios no processo de transporte dedicado destinados à cadeia de suprimentos offshore de uma empresa de grande porte do setor de óleo e gás. Para isso utilizou-se uma pesquisa-ação com abordagem multimétodo por meio de scoping review, grupos focais e observação participante e aplicação de ferramentas Lean como o Value Stream Mapping (VSM) para identificar desperdícios presentes no processo e possibilidades de melhoria competitiva para a área interna de logística da empresa em análise, permitindo uma logística de transporte planejada com nível de serviço adequado às necessidades do cliente. Como produto, observou-se a redução de desperdícios principalmente nas etapas de espera de carregamento e descarregamento em transporte rodoviário dedicado por meio de um caso de intervenção real, resultando na implementação de ações de controle, automatização e aprimoramento das atividades com redução expressiva do tempo de inatividade do processo, ganho monetário de 6.300.000,00 reais por ano para a operação e produtos como questionário de benchmarking, protocolo de pesquisa-ação e ciclo PDCA que podem ser aplicados em outras empresas do mesmo segmento. Também foram identificados, qualitativamente, desperdícios associados a esforço humano e recursos digitais mal-empregados ou não implementados. / [en] The offshore industry is currently experiencing the fourth industrial revolution that brings new challenges to the supply chain and requires the implementation of classical paradigms such as Lean philosophy in order to increase efficiency and improve processes, obtaining sustainable competitive advantages that are basic requirements for digital transformation. However, the application of Lean in the trucking industry is still limited and there is a dearth of practical studies on how Lean Transportation (LT) can support the improvement of offshore operations. Thus, the objective is to apply LT techniques to reduce waste in the dedicated transportation process for the offshore supply chain of a large oil and gas company. To do so, it was used action research with a multi-method approach through scoping review, focus groups and participant observation and application of Lean tools such as Value Stream Mapping (VSM) to identify waste present in the process and possibilities of competitive improvement for the internal logistics area of the company under analysis, allowing a planned transport logistics with a level of service appropriate to customer needs. As a result, there was a reduction in waste mainly in the waiting stages of loading and unloading in dedicated road transport through a real intervention case, resulting in the implementation of control actions, automation and improvement of activities with a significant reduction in downtime of the process, monetary gain of BRL 6,300,000.00 per year for the operation and products such as a benchmarking questionnaire, action research protocol and PDCA cycle that can be applied to other companies in the same segment. We also identified, qualitatively, waste associated with human effort and digital resources misused or not implemented.

中小企業為台灣企業的主體，並為台灣帶來穩定的就業機會和經濟貢獻；然而這些中小企業在累積了十年以上的深厚技術根柢和豐富的成功經驗後，往往因為生產管理技術無法與時俱進以及顧客消費習慣改變而難以繼續成長。 上述之中小企業的經營瓶頸以營造業最為顯著和迫切。營造業泛指從事土木、建築工程及其相關業務之營繕工程的廠商，以及提供周邊服務，如建材生產和營造租賃等廠商；而以中小企業為主體、素有帶動經濟發展之「火車頭工業」美譽的營造業受限於營繕工程以層層分包和低價者得標的交易方式，使得工程承包商只能以價格競爭來搶奪有限的建案，導致公司的營運受到影響；而觀察台灣整體營造業營業支出，可發現主要的成本發生在建築材料的採購上，因此，藉由降低建築材料生產成本以降低售價將可有效降低承包商的採購成本，進而提升利潤空間。 精實生產系統以及時生產系統為核心，藉由及時生產系統於流程管理、員工管理，以及品質管理上的實務作為將產品生產過程中的各項作業整合來發展精實生產系統在與供應商、中心廠商，以及顧客有關的十大精實要素，進而消除生產系統因原料供給、生產作業，以及顧客需求的不確定性而產生的浪費，以達到用最少的庫存和作業活動來降低生產作業的成本進而建立競爭優勢。 因此為降低建材的生產成本，可藉由價值溪流圖的協助在生產建材的中心廠商導入精實生產系統進而達到降低生產成本和提高生產效率的目的；然而受限於營造業專案導向產業特性和獨一無二的營繕專案，以及目前精實生產系統之主要探討個案多為製造業，造成目前學界對於中小企業的營造業和精實生產系統兩者之適用性探討和研究較為緩慢；因此若能確定其適用性和建立個案討論，將有助於未來提升台灣中小企業的營造業之競爭力，並提供中小企業管理者在進行生產作業改善時的參考。 本研究利用個案研究法分析專營建材加工生產的中小企業A公司，藉由與公司創辦人面對面訪談、生產線實地觀察，以及蒐集生產數據等方式探討A公司的生產作業流程，並以A公司生產具代表性顧客產品的兩條生產線為例，藉由繪製價值溪流圖來找出潛在的浪費，並制定具體的精實生產系統導入方案以及預期的精實改善結果。 本研究以實務驗證精實生產系統於台灣營造業的中小企業的適用性，研究發現在價值溪流圖的協助下，與中心廠商有關的精實生產要素可適用於營造業的中小企業，並且能夠有效的降低生產成本和提升生產效率；而與供應商和顧客相關的精實生產要素雖然可能受限於中小企業的規模和資源而難以發展，但是在善用自身的能力下，仍可有限度的達到部分的精實生產目標。 / The small and medium enterprises （SMEs） are the majority of Taiwanese enterprise and has been providing stable job opportunity and contribution to Taiwanese economy; However, after having been successful for a decade, the Taiwanese SMEs are having stagnant growth because of their inability to keep up with the up-to-date production management techniques and ever-changing consumer preferences. Among all of the Taiwanese SMEs, the SMEs in construction industry are suffering the most significant challenge from stagnant growth. The Taiwanese construction industry includes contractors and provider of services such as building material manufacturers, and is mostly consisted of SMEs and is well-known for its economic impact on other related industries and thus also known as “Development Driver of All Industries”. Although having significant impact on economy, the SMEs in construction industry are facing fierce price competition that would greatly contract their profit margin and thus seriously affect their survival. The cause of such price competition is that most of the major construction projects are divided into several minor contracts and assigned to the sub-contractors with the lowest tender bids. Therefore, in order to compete for limited construction projects without affecting the profit margin, the contractors need to minimize their tender price by conserving the total construction cost for each minor contracts. According to the government statistics, the major expenditure in construction industry lies in the cost of building materials. Therefore, if the manufacturers are able to decrease the cost of production for building materials and reflect the conserved cost to the selling price, the contractors would have more profit margin. In order to effectively reduce such manufacturing cost, the manufacturer can implement lean production into their current production system. With the assistance of Value Stream Mapping （VSM）, an effective lean production implementation tool, the manufacturers would be able to develop lean production’s 10 elements within the supply chain by facilitating the Just-in-Time production system to eliminate wastes caused by unstable production system and therefore integrating the operation activities among the supply chain, and eventually achieve the goal of reducing the cost of manufacturing building materials. However, the applicability of lean production on SMEs in construction industry has not yet been fully discussed. The project-oriented characteristic, one-of-a-kind construction projects, and lack of international competition have made construction industry slow in developing lean production, in spite of the potential advantage it may bring to the industry. Therefore, it would be a great assistance if we can confirm lean production is applicable in Taiwanese SMEs in construction industry. This research takes a Taiwanese SME building material factory as case study. By interviewing with the factory founder, inspecting production line, and collecting production statistics, we can explore the applicability of lean production on SMEs in Taiwanese construction industry, and by using VSM, we are able to identify the hidden waste and subsequently develop an improvement plan that would facilitate the key elements of lean production as well as the estimated implementation result. According to the research results, the lean production elements within the factory are applicable and are able to effectively decrease the cost of production and increase the efficiency of the production system. In addition to this, although limited by size and resources, the SMEs can still facilitate their inward ability to compensate the inability to develop the lean elements within supplier and customer, and thus achieve the goal of lean production.

Syfte – Studiens syfte är att utifrån en värdeflödesanalys kartlägga ett råmaterialflöde samt identifiera icke-värdeskapande aktiviteter och föreslå förbättringsförslag. För att besvara syftet har det brutits ned i tre följande frågeställningar: Vilka icke-värdeskapande aktiviteter kan identifieras i flödet? Vad finns det för argument till att åtgärda de upptäckta icke- värdeskapande aktiviteterna Hur kan de upptäckta icke-värdeskapande aktiviteterna åtgärdas för att höja effektiviteten? Metod - Den genomförda studien är en fallstudie vilken bygger på en induktiv ansats med kvantitativa inslag. Den använda metoden är av kvalitativ karaktär då studien grundar sig på intervjuer och tolkning utifrån observationer av den grundläggande datainsamlingen. Datainsamlingen har genomförts utifrån litteraturstudier, intervjuer, observationer och dokumentstudier. För att nå en hög trovärdighet har det vid utformning av intervjufrågor varit viktigt att dessa kunnat kopplats till uppfyllnad av syftet. Detta arbete gjordes för att minimera risken för systematiska fel. Resultat – Studiens resultat bygger på en kartläggning av ett flöde där en nulägesanalys genomfördes för att sedan genomföra en värdeflödesanalys. Utifrån värdeflödesanalysen framgick det att en brist i flödet var höga nivåer av slöserier. Det största identifierade slöseriet var bristande kvalité, främst orsakat av produktion av defekta produkter. Denna brist påverkar vidare stora delar av flödet. De åtgärdsförslag vilka läggs fram i studien är att via en förändring av kulturen på företaget, genomföra standarder och vidare jobba med ständiga förbättringar. Implikationer – Resultatet visar vikten av att arbeta med effektivisering av slöserier vilket i studiens fall leder till bristande kvalitet främst i form av produktion av defekta produkter. Studien har ett praktiskt bidrag till tillverkande företag, genom att ta till sig de presenterade åtgärdsförslagen kan det generera en bättre samsyn på kvalitet i verksamheten. Även ett teoretiskt bidrag ges i form av att ämnet ständigt är under utveckling och behöver ny uppdaterad data. Vidare forskning skulle kunna se över hur man rent tekniskt och psykologiskt implementerar en förändring likt denna. Begränsningar – Resultatet kan vara svårt att generalisera eftersom detta är en studie genomförd som en enfallsdesign. Vidare är det även komplext att undersöka och utveckla en studie vilken visar på hur kvalitet är kopplat till företagskultur. / Purpose – The purpose with this study is to map a raw material value flow analysis and identify non-value-creating activities and propound suggestions for improvement. Method – The study is a case study based on an inductive approach with quantitative elements. The used methods is of a qualitative character since the study is based on interviews and interpretation based on observations of the basic data collection. The data collection has been done through literature studies, interviews, observations and document studies. In order to achieve high credibility, it has been important that the design of interview questions can be linked to fulfillment of the purpose. This work was done to minimize the risk of systematic errors. Findings – The study's results are based on a mapping of a flow where a current analysis was carried out to then later end in a value flow analysis. Based on the value flow analysis, it appeared that a shortage in the flow was high levels of waste. The largest identified waste was a lack of quality, mainly due to the production of defective products. This shortcoming also affects large parts of the flow. The measures proposed in the study are to implement standards through a change in the culture of the company, and to continue to work on continuous improvements. Implications – The result, which shows the importance of working with streamlining waste, which in this case leads to a lack of quality, mainly in the form of production of defective products. The study can be seen as a practical contribution to manufacturing companies, by embracing these proposals for action, it should generate a better consensus on the quality of the business. Also a theoretical contribution where further research could look at how to technically and psychologically implement a change like this. Limitations – It can be difficult to generalize the results as this is a study conducted as a one-case design. Furthermore, it is also complex to investigate and develop a study that shows how quality is linked to corporate culture.

Industria textil; Lean Manufacturing; producto no conforme; Value Stream Mapping; Single Minute Exchange of Die; Total Quality Management; Just in Time. / Esta investigación aborda la aplicación de la metodología Lean Manufacturing en una empresa textil de la industria peruana. El objetivo es reducir el producto no conforme en la línea de fabricación de pantalones. En primer lugar, se recopiló toda la información sobre el área de producción y la calidad de la empresa en estudio. Con el uso de herramientas de calidad se realiza el diagnóstico de la situación actual de la línea de pantalones identificando los defectos más significativos, sumando un total de 19,43% en 2018. Al consolidar los defectos, se observa que las principales causas se han homogeneizado como un proceso de costura no estandarizado, errores de control de calidad, proceso de corte no estandarizado y mala planificación de la producción. La aplicación de VSM y SMED logrará la correcta estandarización de la producción de pantalones Demin, TQM logrará el adecuado control de gestión de calidad del proceso productivo y JIT para una óptima planificación de la producción. / This research undertakes the application of the Lean Manufacturing methodology in a textile company in the Peruvian industry. The objective is to reduce the non-conforming product in the pants manufacturing line. First, all information on the production area and quality of the company under study was collected. With the use of quality tools the diagnosis of the current situation of the pants line is made identifying the most significant defects, adding a total of 19.43% in 2018. When consolidating the defects, it is observed that the main causes have been homogenized as a non-standardized sewing process, quality control errors, non-standardized cutting process and poor production planning. The application of VSM and SMED will achieve the correct standardization of Demin pants production, TQM will achieve the appropriate quality management control of the production process and JIT for optimal production planning. / Trabajo de investigación

Lean software development is an approach that focuses on identifying and removing unnecessary processes that occur within a pipeline that add no value to the end product. It adapts ideas from lean manufacturing and the Toyota production system for use within the software space, and is ideal for streamlining pipelines. In this paper, the development pipeline of a two-dimensional in-game map is analyzed through the lens of the first principle of lean software development, ’eliminate waste’. Lean waste is identified and measured in order to identify problem areas within the pipeline that can be improved upon in order to streamline the pipeline and highlight issues. Additionally, value stream mapping is used to aid in the visualization of the pipeline and waste identification. The integration of in-game maps within video games serves as an integral component for navigation and gameplay enhancement, assisting the player with identifying their location and marking crucial locations. As the map functions as a relatively contained element of the gameplay, the development of video game maps parallels a small-scale version of the overall game development pipeline. The map development pipeline can be summarized with the following seven subtasks; add features to the prototype tool, export heightmap and watermask, generate map using the prototype tool, render map in game, connect map to UI, export road information, and add roads to map. Throughout development, three types of lean waste were identified: waiting, defects, and motion. Of these, defects proved to be the most significant, accounting for 48% of development time, while motion and waiting consumed 9% and 7% of pipeline time, respectively. The suggested solutions to decrease waste in this pipeline involve testing and improving important tools frequently, writing better and more coherent documentations, as well as removing documents of poor quality. / Lean software development är en metod som fokuserar på att identifiera och ta bort onödiga processer som sker inom en pipeline som inte tillför något värde till slutprodukten. Metoden anpassar ideer från lean manufacturing och Toyotas produktionssystem för användning inom mjukvaruområdet och är idealisk för att effektivisera pipelines. I detta arbete undersöks utvecklingsprocessen av en tvådimensionell karta i ett datorspel och analyseras baserat på den första principen av lean software development, ‘eliminera avfall’, och används för att effektivisera processen. Value stream mapping används för att visualisera utvecklingsprocessen och ta fram problem som kan uppstå. Integrationen av kartor inom datorspel utgör en väsentlig komponent för navigation och en bättre spelupplevelse, vilket hjälper spelaren att identifiera sin position och markera viktiga platser. Då kartan fungerar som ett relativt avgränsat element av spelupplevelsen, betyder det att utvecklingen av spelkartan kan ses som en parallell av en mindre skala till hela spelets utvecklingsprocess. Utvecklingsprocessen för kartan kan sammanfattas med dess sju deluppgifter; lägg till funktioner i prototyp verktyget, exportera höjd- och vattenkartan, generera kartan med prototyp verktyget, rendera kartan i spelet, anslut kartan till användargränssnittet, exportera väginformation, och lägg till vägar på kartan. Under utvecklingen identifierades tre typer av lean avfall: väntetid, defekter och rörelse. Av dessa visade det sig att defekter tog upp mest tid, med 48% av utvecklingstiden, medan rörelse och väntetid krävde 9% respektive 7% av utvecklingstiden. De föreslagna lösningarna för att minska på avfall i denna pipeline innefattar att testa och förbättra viktiga verktyg frekvent, skriva bättre och mer sammanhängande dokumentation, samt att ta bort dokument av dålig kvalitet.