• ISSN: 2301-3567 (Print), 2972-3981 (Online)
    • Abbreviated Title: J. Econ. Bus. Manag.
    • Frequency: Quarterly
    • DOI: 10.18178/JOEBM
    • Editor-in-Chief: Prof. Eunjin Hwang
    • Executive Editor: Ms. Fiona Chu
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HOME > Archive > 2023 > Volume 11 Number 4 (Nov. 2023) >
JOEBM 2023 Vol.11(4): 196-200
DOI: 10.18178/joebm.2023.11.4.760

Operations Optimization Model under the PDCA Approach to Increase the Number of Visitors in a Shopping Mall: An Empirical Research in Peru

Abstract—The number of visitors of a shopping center has a critical impact on its annual turnover, so a small number of such visitors is a major problem for participants in this industry. In the present study, a specific shopping center in Peru that presents this problem was chosen and a model was proposed to improve this indicator. For this, the Plan-Do-Study-Act (PDCA) cycle is used together with tools such as Customer Relationship Management (CRM), digital marketing and the Scrum methodology. After its application, the results of using the Arena Program show a 7% increase in the number of visits and an increase in billing of 13.4%. Therefore, this model can be applied to other companies within the industry which seek to improve said indicators and, with that, their performance.

Index Terms—Customer Relationship Management (CRM), Deming cycle, Plan-Do-Study-Act (PDCA), shopping centre, increased number of visitors

Alejandro Mosqueira-Stucchi, Ignacio Vassallo-Burneo, Alberto Flores-Perez, Juan Carlos Quiroz-Flores, and Martín Collao-Diaz are with the Universidad de Lima, Lima, Perú. *Correspondence: mcollao@ulima.edu.pe (M.C.D.)

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Cite:Alejandro Mosqueira-Stucchi, Ignacio Vassallo-Burneo, Alberto Flores-Pérez, Juan Quiroz-Flores, and Martin Collao-Díaz, "Operations Optimization Model under the PDCA Approach to Increase the Number of Visitors in a Shopping Mall: An Empirical Research in Peru ," Journal of Economics, Business and Management vol. 11, no. 4, pp. 196-200, 2023.

Copyright © 2023 by the authors. This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited (CC BY 4.0).

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