Model Applied to the Purchasing Area Using Lean Service and Six Sigma to Improve Gross Margin in a Company in the Hotel Sector

Abstract

This research was carried out to determine proposals for improving the gross margin within a company in the hotel sector in Lima, applying the Lean Service and Six Sigma DMAIC methodologies, whose combined approaches provide a global approach to the analysis of the company and helps to extend the improvements to the other areas of this. The area chosen to carry out the DMAIC analysis (Define, Measure, Analyze, Improve and Control) was the purchase one, since this presents a greater number of problems, caused by the low levels of quality offered by suppliers and by the poor management of this, harming the service provided to customers. The techniques chosen for the solution of the root causes of these problems have historically been successfully applied in the manufacturing industry; however, it has not been until recent years that these were also considered for application in companies in the service sector, so the objective of this article is to demonstrate, complementing past research, that these methodologies can have the same success in both sectors.