Modelado de Simulación Discreta para la Optimización del proceso de atención al cliente, caso de estudio: universidad privada

Ricardo García Parada; Damaris Nathanael Flores Zamorano; Anabell Cota Ramírez; Domingo Noe Marrón Ramos; Griselda Ramírez-Castillejo

doi:10.61273/neyart.v3i3.104

Authors

Ricardo García Parada National Technological Institute of Mexico
Damaris Nathanael Flores Zamorano National Technological Institute of Mexico
Anabell Cota Ramírez National Technological Institute of Mexico
Domingo Noe Marrón Ramos National Technological Institute of Mexico
Griselda Ramírez-Castillejo National Technological Institute of Mexico

DOI:

https://doi.org/10.61273/neyart.v3i3.104

Keywords:

University administration, operational research, student services, computer simulation, process optimisation

Abstract

The purpose of the research was to develop and validate a discrete event simulation model to evaluate service processes in university administrative services. The objective was to characterise student demand patterns throughout the academic cycle, design a generic model representative of institutional workflows, and evaluate its effectiveness by measuring it against current operational data to reduce waiting times and improve human resource distribution. A pragmatic paradigm with a descriptive-explanatory approach and a proactive component was adopted. Observations were made over a period of 10 days, distributed evenly across periods of high and low demand, using stratified sampling. The simulation model was created with the help of ProModel® software. According to the model, the system's productivity was 29.66%. The above results demonstrate areas of opportunity for improvement in the project process. In summary, the relevance of the study lies in the fact that it responds to the budgetary constraints inherent in the national education system when used as a predictive tool for improving service quality.

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Author Biographies

Ricardo García Parada , National Technological Institute of Mexico

Dr. Ricardo García Parada is an outstanding professional with more than 12 years of experience in the area of administration and a solid academic background that includes a Master's Degree in Human Talent Management, a Master's Degree in Education Sciences and a Doctorate in Administration. He currently works as a lecturer at the Tecnológico Nacional de México, Campus Chihuahua II, teaching classes in various careers such as Business Management Engineering, Administration, Industrial Engineering and Systems Engineering. Throughout his career, he has held key positions as head of office, head of information centre, special projects supervisor, business administrator and career coordinator, as well as being an active member of editorial committees of academic journals such as IPSUMTEC and MAQUIS, as well as international research networks, consolidating himself as a reference in the educational and administrative field.

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Damaris Nathanael Flores Zamorano , National Technological Institute of Mexico

Damaris Nathanael Flores Zamorano: Master in Educational Engineering/Colegio de Estudios Avanzados de Iberoamerica, Industrial Engineer / Instituto Tecnológico de La Laguna, currently teaching with 15 years of experience. She has held positions as head of the department of technology management and linkage, and academic assistant director within the TecNM system.

Anabell Cota Ramírez, National Technological Institute of Mexico

Anabell Cota Ramírez: Master in Administration of Educational Institutions from the Universidad del Valle de México, Electronics Engineer from the TecNM / Instituto Tecnológico de Los Mochis, currently a teacher with 14 years of experience.

She has held different positions within the TecNM system as Head of the Department of Basic Sciences and of Communication and Dissemination, as well as Coordinator of region 6 of the Institutional Communication Committee of the same syst

Domingo Noe Marrón Ramos , National Technological Institute of Mexico

Domingo Noé Marrón Ramos is an Industrial Engineer in Electrical Engineering from the Instituto Tecnológico de Pachuca, with a Master of Science in Industrial Engineering and currently a PhD candidate at the Universidad Virtual del Estado de Michoacán.

Throughout his professional and academic career, he has published at both nationally and internationally and has become a speaker at conferences of relevance in Mexico and abroad. His commitment to higher education is reflected in his performance as a teacher tutor, thesis director of professional exams and professional residency advisor, guiding generations of students with a focus on
and responsibility.

He also stands out for his organisational and leadership skills, having been the organiser of national and international congresses, as well as specialised seminars at national level, spaces in which he has promoted the dissemination of knowledge and collaboration between specialists in the industrial field.

His profile is characterised by a solid technical background, a strategic focus on teaching and constant participation in the strengthening of academic networks and professional.

Griselda Ramírez-Castillejo , National Technological Institute of Mexico

Griselda Ramírez Castillejo holds a degree in Communication Sciences from the National Autonomous University of Mexico (UNAM) and a Master's degree in Strategic Marketing. Throughout her professional and academic career, she has stood out as an author of national and international publications, as well as a speaker at relevant congresses both in Mexico and abroad.

Her commitment to professional training is reflected in her work as a course instructor at various campuses of the Tecnológico Nacional de México, in addition to collaborating with companies in the region through specialised training programmes.

She has also worked as a teacher tutor, thesis director for professional exams and advisor for
professional residencies, closely and rigorously accompanying the academic development of her students.

She has actively participated as an advisor in technological innovation events, and has been a jury member in multiple competitions in the same field, contributing her experience and criteria in the evaluation of projects with a strategic and innovative approach.

Her profile combines a solid academic background, an outstanding participation in academic and scientific life, as well as a constant link with the productive sector and technological innovation.

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