El análisis de macroprocesos del servicio de caja en una organización de supermercados: un caso de estudio de gestión de calidad y simulación

Publicado

2022-09-06

The cashier service macroprocess analysis in a supermarket organization: a quality management and simulation case study

El análisis de macroprocesos del servicio de caja en una organización de supermercados: un caso de estudio de gestión de calidad y simulación

Palabras clave:

quality management; process management; routine management; supermarket chain (en)
gestión de la calidad; gestión de proceso; gestión de rutinas; cadena de supermercados (es)

Descargas

Autores/as

Gustavo Alves de Melo Department of Business and Economics, Federal University of Lavras, Lavras, Minas Gerais, Brazil https://orcid.org/0000-0001-5635-4180
Maria Gabriela Mendonça Peixoto Institute of Exact Sciences and Technology, Federal University of Viçosa, Rio Paranaíba, Minas Gerais, Brazil https://orcid.org/0000-0003-1238-2301
Samuel Borges Barbosa Faculty of Architecture and Urbanism and Design – FAUeD/ Federal University of Uberlândia, Santa Mônica Campus, Uberlândia, Minas Gerais, Brazil https://orcid.org/0000-0001-5148-2095
Maria Cristina Angélico de Mendonça Departament of Agroindustrial Management, Federal University of Lavras, Lavras, Minas Gerais, Brazil https://orcid.org/0000-0002-7383-9435

Resumen (en)
Resumen (es)

This paper aimed to optimize the cashier service macroprocess in a supermarket located in the Alto Paranaiba. Decision-making tools were applied, such as brainstorming, process mapping, Ishikawa diagram and PDCA cycle. The simulation type was based on the M/M/1 model, in the context of Queuing Theory. Thus, factors such as customer satisfaction and increased productivity were sought through systematic control and continuous improvement of the cashiers' service macroprocess. Finally, the alignment carried out between the PDCA cycle and the Routine Management brought an effective contribution, represented by the standardization of the macroprocess, by the construction of Standard Operating Procedures (SOPs).

Este trabajo tuvo como objetivo optimizar el macroproceso del servicio de caja en un supermercado ubicado en el Alto Paranaiba. Se aplicaron herramientas para la toma de decisiones como lluvia de ideas, mapeo de procesos, diagrama de Ishikawa y ciclo PDCA. El tipo de simulación se basó en el modelo M/M/1, en el contexto de la Teoría de Colas. Así, se buscó factores como la satisfacción del cliente y el aumento de la productividad a través del control sistemático y la mejora continua del macroproceso de atención de los cajeros. Finalmente, el alineamiento realizado entre el ciclo PDCA y la Gestión Rutinaria trajo un aporte efectivo, representado por la estandarización del macroproceso, por la construcción de Procedimientos Operativos Estándar (POE).

Descargas

Los datos de descargas todavía no están disponibles.

Citas

Fernie, J. and Sparks, L., eds., Logistics and retail management: emerging issues and new challenges in the retail supply chain, Kogan page publishers, 2018. ISBN: 978 0 7494 8160 5.

Da Rocha, A.L.S and de Oliveira, M.B., Statistical quality control in a supermarket chain of rio grande do norte, Brazil. Revista Produção e Desenvolvimento 5, PP. 1-17, 2019. DOI: https://doi.org/10.32358/rpd.2019.v5.381

Valeeva, J.S., Gatina E.A., Tarenko, L.B., Fedorova, O.V. and Șargu, L., Organization and planning of implementation of managerial innovations in the management system of retail, In: Proceedings of the International Conference Digital Age: Traditions, Modernity and Innovations (ICDATMI 2020), Atlantis Press, 2020, pp. 343-352.

Das Nair, R., Chisoro. S. and Ziba, F., The implications for suppliers of the spread of supermarkets in southern Africa. Development Southern Africa, 2018. 35(3), pp. 334-350. DOI: https://doi.org/10.1080/0376835X.2018.1452715

De Melo, F.L.N.B., Sampaio, R.M.B, and Sampaio, L.M.B., Efficiency, productivity gains, and the size of Brazilian supermarkets. International Journal of Production Economics. 197, pp. 99-111, 2018. DOI: https://doi.org/10.1016/j.ijpe.2017.12.016

Phiri, M. and Ziba, F., Expansion of regional supermarkets in Zambia: finding common ground with local suppliers, In: Value Chains in Sub-Saharan Africa. 2019, pp. 43-58. Springer, Cham. DOI: 10.1007/978-3-030-06206-4_4

Campos, D.F., de Andrade Lima, Jr. J.T., da Silva, A.B. and Fernandes, A.J., Professional competencies in supply chain management in the mid-sized supermarket sector in Brazil. Supply Chain Management: An International Journal, 24(3), pp. 405-416, 2019. DOI: https://doi.org/10.1108/SCM-02-2018-0081

Dahlgaard-Park, S.M., Reyes, L. and Chen, C.K., The evolution and convergence of total quality management and management theories. Total Quality Management & Business Excellence, 29(9-10), pp. 1108-1128, 2018. DOI: https://doi.org/10.1080/14783363.2018.1486556

Abd-Elwahed, M.S. and El-Baz, M.A., Impact of implementation of total quality management: an assessment of the Saudi industry. South African Journal of Industrial Engineering, 29(1), pp. 97-107, 2018.

Pambreni, Y., Khatibi, A., Azam, S. and Tham, J.J.M.S.L., The influence of total quality management toward organization performance. Management Science Letters, 9(9), pp. 1397-1406, 2019. DOI: https://doi.org/10.5267/j.msl.2019.5.011

Maylor, H. and Turner, N., Understand, reduce, respond: project complexity management theory and practice. International Journal of Operations & Production Management, 37(8), pp. 1076-1093, 2017. DOI: https://doi.org/10.1108/IJOPM-05-2016-0263

Prasad, L.M., Principles and practice of management. Sultan Chand & Sons, 2020. ISBN: 978-93-5161-181-3

Shishvan, M.S. and Benndorf, J., Simulation-based optimization approach for material dispatching in continuous mining systems. European Journal of Operational Research, 275(3), pp. 1108-1125, 2019. DOI: https://doi.org/10.1016/j.ejor.2018.12.015

Zeigler, B.P., Muzy, A. and Kofman, E., Theory of modeling and simulation: discrete event & iterative system computational foundations. Academic press, 2018. ISBN:978-0-12-813370-5

Memon, R.A., Li, J.P. and Ahmed, J., Simulation model for blockchain systems using queuing theory. Electronics, 8(2), art. 234. 2019. DOI: https://doi.org/10.3390/electronics8020234

Ansoff, H.I., Kipley, D., Lewis, A.O., Helm-Stevens, R. and Ansoff, R., Implanting strategic management, Springer, 2018.ISBN:978-3-319-99598-4

Barnes, D., Operations management. Macmillan International Higher Education, 2018. ISBN:978-1-137-52578-9

Bellisario, A. and Pavlov, A., Performance management practices in lean manufacturing organizations: a systematic review of research evidence. Production Planning & Control, 29(5), pp. 367-385, 2018. DOI: https://doi.org/10.1080/09537287.2018.1432909

Duggan, K.J., Lean Production simplified: a plain-language guide to the world's most powerful production system, 2019. DOI: https://doi.org/10.1201/b18961

Zilberova, I., Petrov, K. and Artsishevsky, M., Actual problems of management quality control of a construction company. In: IOP Conference Series: Materials Science and Engineering. IOP Publishing. Art. 042020, 2020.

Dawabsheh, M., Hussein, A. and Jermsittiparsert, K., Retracted: the triangular relationship between TQM, organizational excellence and organizational performance: a case of Arab American University Palestine. Management Science Letters, 9(6), pp. 921-932, 2019. DOI: https://doi.org/10.5267/j.msl.2019.2.010

Lugaresi, G. and Matta, A., Real-time simulation in manufacturing systems: challenges and research directions, In: 2018 Winter Simulation Conference (WSC), 2018, IEEE, pp. 3319-3330. DOI: https://doi.org/10.1109/WSC.2018.8632542

Morris, T.P., White, I.R. and Crowther, M.J., Using simulation studies to evaluate statistical methods. Statistics in Medicine, 38(11), pp. 2074-2102, 2019. DOI: https://doi.org/10.1002/sim.8086

Vom Brocke, J. and Mendling, J., Business process management cases, Digital Innovation and Business Transformation in Practice. Berlin. Springer, 2018.

Srinivas, S., Nazareth, R.P. and Shoriat, U.M., Modeling and analysis of business process reengineering strategies for improving emergency department efficiency, Simulation 97(1), pp. 3-18, 2021. DOI: https://doi.org/10.1177%2F0037549720957722

Marriott, R.D., Process mapping – the foundation for effective quality improvement. Current Problems in Pediatric and Adolescent Health Care, 48(7), pp. 177-181, 2018. DOI: https://doi.org/10.1016/j.cppeds.2018.08.010

Dequiedt, V., Product quality in developing countries agrifood supply chains: a survey of theory, Universite Clermont Auvergne, CNRS, IRD, CERDI, France, 2018.

Baviera-Puig, A., Baviera, T., Buitrago-Vera, J. and Escribá-Pérez, C., Internal benchmarking in retailing with DEA and GIS: the case of a loyalty-oriented supermarket chain. Journal of Business Economics and Management, 21(4), pp. 1035-1057, 2020. DOI: https://doi.org/10.3846/jbem.2020.12393

Deepak, R.K.A. and Jeyakumar, S., Marketing management, Educreation Publishing, 2019. ISBN:978-93-89534-07-8

Das Nair, R., The “supermarket revolution” in the South. In: Handbook on Urban Food Security in the Global South. Edward Elgar Publishing, 2020. DOI: https://doi.org/10.4337/9781786431516

Adams, K.A. and Lawrence, E.K., Research methods, statistics, and applications. Sage Publications, 2018.

Hennink, M., Hutter, I. and Bailey, A., Qualitative research methods, Sage, 2020.

Dźwigoł, H. and Dźwigoł-Barosz, M., Scientific research methodology in management sciences. Financial and credit activity: problems of theory and practice, (2), pp. 424-437, 2018. DOI: https://doi.org/10.18371/fcaptp.v2i25.136508

Al-Samarraie, H. and Hurmuzan, S., A review of brainstorming techniques in higher education. Thinking Skills and Creativity, 27, pp. 78-91, 2018. DOI: https://doi.org/10.1016/j.tsc.2017.12.002

Paulus, P.B. and Kenworthy, J.B., Effective brainstorming, The Oxford Handbook of Group Creativity and Innovation, 2019. ISBN:978-0190648077

Angouri, J., Quantitative, qualitative, mixed or holistic research? Combining methods in linguistic research. Research methods in linguistics, Bloomsbury Publishing, London, U.K., 2018. ISBN:978-1-350043428

Licencia

Esta obra está bajo una licencia internacional Creative Commons Atribución-NoComercial-SinDerivadas 4.0.

El autor o autores de un artículo aceptado para publicación en cualquiera de las revistas editadas por la facultad de Minas cederán la totalidad de los derechos patrimoniales a la Universidad Nacional de Colombia de manera gratuita, dentro de los cuáles se incluyen: el derecho a editar, publicar, reproducir y distribuir tanto en medios impresos como digitales, además de incluir en artículo en índices internacionales y/o bases de datos, de igual manera, se faculta a la editorial para utilizar las imágenes, tablas y/o cualquier material gráfico presentado en el artículo para el diseño de carátulas o posters de la misma revista.