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Browsing by Author "Cavazos Arroyo, Judith"

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    Implications of Value Creation for Customers of Social Firms in the Service Sector in Mexico.
    (Unilasallista Corporación Universitaria, Editorial Lasallista, 2022) Cavazos Arroyo, Judith; Puente Díaz, Rogelio
    While social enterprises meet human needs and create social value, they need to focus on value creation, customer satisfaction, and loyalty, as they can facilitate the generation of long-term relationships with the social enterprise and its survival. Objective: This research explores the effect of life purpose on customer value creation and its influence on satisfaction and loyalty among customers of social firms operating in the service sector in two Mexican cities, Puebla and Jalapa, both located in the Centre-East of Mexico. Materials and methods: An explanatory and cross-sectional investigation was conducted with 392 active customers. Structural equation modelling was used treating all variables as latent. Results: It was found that purpose in life was a significant and positive antecedent of customer value creation. In addition, customer value creation had a substantial effect on customer satisfaction and loyalty. Conclusions: The findings have implications for understanding the complexity of value creation in social firms focused on the delivery of services and the nature and dimensionality of customer value creation for social enterprises and its positive impact on customer retention. The results can help academics and social enterprises to develop better strategies to meet the needs of consumers belonging to vulnerable groups.
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    Mejora en el tiempo de atención al paciente en una unidad de urgencias gineco-obstétricas mediante la aplicación de Lean Manufacturing
    (Corporación Universitaria Lasallista, Editorial Lasallista, 2016) Martínez Sánchez, Paloma; Martínez Flores, José; Nuño De La Parra, Pablo; Cavazos Arroyo, Judith
    This paper introduces a proposal to improve the time of attention for patients, by means of the Lean Manufacturing methodology, in a gyneco-obstetrics emergency unit located in Bogotá, in which the patients have to wait for a long time and this fact goes against law 237, 2008, produced by the Colombian Senate. Objective. Develop an improvement proposal for the attention time, by the use of the Lean Manufacturing methodology, in the gyneco-obstetrics emergency unit of the ABC Clinic. Materials and methods. A field work was developed during six months, in which, by the use of Lean Manufacturing tools such as the value stream mapping and the spaghetti diagram and a study of times on a representative sample of patients, the areas and processes that do not add value to those patients were identified and, then, action plans to improve the attention times were generated. Results. The applicability of the proposal was assessed by means of simulations based on the Arena software, demonstrating improvements in the attention times of up to 56%. Conclusion.This project demonstrates the applicability of Lean Manufacturing and its main tools in clinics or hospital in Bogotá, contributing to establish what processes must be improved or eliminated in order to reduce the attention time for the patients