Reducing Customer Complaints in Air Conditioning Installation Services through Lean and MRP Tools: A Case Study

Abstract

In Latin America, the business services sector is constantly searching for continuous improvement to improve the performance of service operations and service quality. However, merchandise availability must be guaranteed to prevent stockouts and preserve high customer satisfaction. Therefore, managing a warehouse inside a service organization is challenging. In this way, a model for improvement was created to address the issues raised above, combining Lean Service tools such as ABC, 5S, and standardization of work with a Material Requirements Plan (MRP) to reduce the claims rate, which is currently 60 percent owing to ineffective management of the tool ordering and installation processes. After implementing the pilot plan and the simulation in the Arena software, a significant variation in the claims rate was evidenced by reducing it to 30%. This study contributes to the validation of lean tools in the air conditioning service industry and will continue to contribute to future managers with similar processes.