Track: Undergraduate Student Paper Competition

Abstract

The objective of this research was to analyze the results of a service company in the real estate sector in Peru, with the aim of improving the current sales process. The study began with an initial audit where it was possible to identify the causes of why the company wasn’t achieving more sales. These were the little order around work of the salesmen, a non-standardized sales process, and few control processes. These causes were identified in the diagnosis stage using engineering analysis tools such as the Ishikawa diagram, SIPOC, and Pareto diagram. After that, a model focused on the stages of the Deming cycle was used as a philosophical tool that gave us an order to apply the 5S tool and the Standardized Work tool; achieving the order of the offices, a standardized process, and finally, the implementation of simulation software named Arena let us measure the company results. After the implementation of the model, sales were projected to increase, the use of human resources was reduced by 8.54%, reprocesses in customer contact were eliminated and the percentage of sales efficiency grew by 65% compared to the leads received.