Planificación de la calidad del servicio de reparación y reacondicionamiento de los equipos de manipulación de cargas
Fecha
2018
Autores
Domínguez Castillo, Yudisleidys
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ISSN de la revista
Título del volumen
Editor
Universidad Central ‘‘Marta Abreu’’ de Las Villas. Facultad de Ingeniería Mecánica e Industrial. Departamento de Ingeniería Industrial
Resumen
En el presente trabajo se aplica el Mapa de Carretera de Juran, como herramienta para lograr planificar la calidad del servicio de reparación y reacondicionamiento de los equipos de manipulación de carga, en la UEB MONCAR Centro. Para ello, inicialmente se realiza un diagnóstico de la organización y el proceso objeto de estudio. Como resultado de este se identificaron las principales causas que tributan a las insuficiencias en la planificación de la calidad del servicio, tipificadas en causas asociadas a los métodos de trabajo, la materia prima, el medio ambiente, la mano de obra y los métodos de trabajo. A partir de la aplicación del Mapa de carretera de Juran y otras técnicas de la Ingeniería Industrial, se estructuran las necesidades de los clientes, se traducen a las características técnicas del servicio y, considerando la criticidad, se definen los puntos de control. Se identifican los riesgos para las actividades prioritarias y se propone un sistema de control que considera el objeto, tipo de sensor y el objetivo de control, la frecuencia de medición, el tamaño de la muestra, los criterios para la toma de decisiones y los responsables. Finalmente Se propone el plan de la calidad considerando que incluye que se hace, los recursos que se necesitan, que se espera, quien lo hace, como lo hace y como se controla.
Presently work the Juran Highway Map, is applied, as tool to be able to quality plan of the repair service of the load manipulation equipment, in UEB MONCAR Centro. For it, initially it is carried out a diagnosis of the organization and the process study object. As a result of this, the main causes were identified that pay to the inadequacies in the service quality planning, groping in causes associated to the work methods, the matter prevails, the environment, the work force and the work methods. Starting from the application the Juran Highway Map and other techniques of the Industrial Engineering, the necessities of the clients are structured, they are translated to the technical characteristics of the service and, considering the critical issues, they are defined the control points. The risks are identified for the high-priority activities and it intends a control system that considers the object, sensor type and the control objective, the mensuration frequency, the sample size, the approaches for the mate decisions and the responsible. Finally it intends the quality plan considering that it includes that one makes, the resources that are needed, the objective, who makes it, as he/she makes it and like it is controlled
Presently work the Juran Highway Map, is applied, as tool to be able to quality plan of the repair service of the load manipulation equipment, in UEB MONCAR Centro. For it, initially it is carried out a diagnosis of the organization and the process study object. As a result of this, the main causes were identified that pay to the inadequacies in the service quality planning, groping in causes associated to the work methods, the matter prevails, the environment, the work force and the work methods. Starting from the application the Juran Highway Map and other techniques of the Industrial Engineering, the necessities of the clients are structured, they are translated to the technical characteristics of the service and, considering the critical issues, they are defined the control points. The risks are identified for the high-priority activities and it intends a control system that considers the object, sensor type and the control objective, the mensuration frequency, the sample size, the approaches for the mate decisions and the responsible. Finally it intends the quality plan considering that it includes that one makes, the resources that are needed, the objective, who makes it, as he/she makes it and like it is controlled
Descripción
Palabras clave
Control de Calidad, Gestión de Mantenimiento, Manipulación de Cargas, UEB MONCAR Centro, Villa Clara