Metodología miceps para control estadístico de procesos: caso aplicado al proceso de producción de vidrio templado

Authors

DOI:

https://doi.org/10.15665/rp.v12i2.291

Keywords:

Gestión de la calidad, Control Estadístico de procesos, Críticos de satisfacción del cliente, MICEPS, Vidrio templado

Abstract

El Control Estadístico de procesos es considerado como una herramienta de la Gestión de la Calidad orientada a
la mejora de procesos y productos. Su aplicación exitosa en la industria manufacturera y de servicios ha representado
beneficios a nivel financiero y de mercado. Para ello, es importante garantizar una efectiva articulación entre
las perspectivas del cliente y la compañía. Por tal motivo, el presente estudio tiene como objetivo el desarrollo de
un enfoque basado en la metodología MICEPS (Methodology for integrating customer expectations and production
systems) que ayuda a las compañías a traducir las expectativas del cliente en sistemas efectivos de control de
calidad. Primero, se efectúa un análisis de proceso y luego se aplica el enfoque MICEPS para el establecimiento
de puntos de monitoreo y control basados en el cliente. Un caso de estudio de la industria de vidrio templado ha
sido empleado para explorar la efectividad del enfoque propuesto.

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Vol. 12 No. 2 (2014)

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