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dc.rights.licenseAll rights reserveden_US
dc.contributor.advisorGonzález Miranda, Carlos J.
dc.contributor.authorSantiago Colón, Yarenid
dc.date.accessioned2020-09-16T18:04:25Z
dc.date.available2020-09-16T18:04:25Z
dc.date.issued2015
dc.identifier.citationSantiago Colón, Y. (2015). Measuring and improving the quality of service from the customer's perspective in an emergency room using lean thinking [Unpublished manuscript]. Graduate School, Polytechnic University of Puerto Rico.en_US
dc.identifier.urihttp://hdl.handle.net/20.500.12475/641
dc.descriptionDesign Project Article for the Graduate Programs at Polytechnic University of Puerto Ricoen_US
dc.description.abstractLean is a philosophy and a powerful set of tools designed for process improvement by eliminating waste from processes. It also focuses on what adds value in processes from a customer's perspective. The quality of a product or service is best judged by its ability to meet or exceed customers’ needs and expectations. The Total Quality Management philosophy of doing business emphasizes lowering costs by reducing waste, helping suppliers provide quality products and satisfying the customer with quality goods and services. Quality of service needs to understand what the customer wants and change your way of doing business based on it. This project seeks to measure the perceived quality of services received by people. To evaluate and improve the services in the Healthcare Systems in Puerto Rico and propose the use of lean philosophy and creating measurable quality standards so that they can implement TQM and continuous improvement. Key Terms - Health Care, Lean Thinking, Quality of Service, Total Quality Management.en_US
dc.language.isoen_USen_US
dc.publisherPolytechnic University of Puerto Ricoen_US
dc.relation.ispartofManufacturing Competitiveness;
dc.relation.ispartofseriesWinter-2015;
dc.relation.haspartSan Juanen_US
dc.subject.lcshTotal quality managementen_US
dc.subject.lcshLean manufacturing
dc.subject.lcshHospitals--Emergency services
dc.subject.lcshPolytechnic University of Puerto Rico--Graduate students--Research
dc.titleMeasuring and Improving the Quality of Service from the Customer's Perspective in an Emergency Room using Lean Thinkingen_US
dc.typeArticleen_US
dc.rights.holderPolytechnic University of Puerto Rico, Graduate Schoolen_US


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