Integration of Process Management through Discrete-Event Simulation to Im-prove Service Quality in a Graphic Company
DOI:
https://doi.org/10.17268/scien.inge.2026.03.04Keywords:
process management, discrete event simulation, service quality, SERVQUAL, graphic industryAbstract
The aim of this study was to analyze how the integration of process management, supported by discrete event simulation, contributes to improving service quality in a graphic company. The research was conducted using an applied approach, employing process analysis tools, service quality assessment through the SERVQUAL instrument, and modeling of the production system through simulation. Initially, a diagnosis of the production process was carried out, identifying delays mainly associated with the organization of activities and the concentration of operational workload at certain stages of the process. Subsequently, improvements based on process management were implemented to reorganize the workflow and enhance coordination among production activities. The results show an approximate reduction of 25.0% in the average waiting time for orders and an improvement in service perception, with 85.0% of customers rating service quality at a high level. It is concluded that process management represents an effective alternative for strengthening service quality in companies within the graphic industry.
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