Implementación de mejora continua en la gestión de procesos en el área de mantenimiento de una concesionaria de vehículos aplicando la metodología Kaizen

Abstract

The present work focuses on process optimization in a vehicle dealership, specifically in the reception and laundry areas, emphasizing post-sale services through the creation of manuals that define the functions and responsibilities of the staff. The study arose from the need to improve operational efficiency and the quality of the service provided by identifying recurring problems and implementing strategies to solve them systematically and sustainably. The research was carried out through a field study that included detailed gathering of information in both areas. Techniques such as structured interviews with the staff, direct observation of the activities performed, and analysis of relevant data were employed. Additionally, analytical tools like Pareto diagrams were used to prioritize critical issues, and time studies helped identify unproductive activities and points for improvement in the procedures. These methodological approaches revealed various problems, including the lack of process standardization, task duplication, and inefficient use of available resources. Once the areas for improvement were identified, the KAIZEN methodology was implemented, focusing on continuous improvement. This approach allowed for a detailed analysis of the processes, aiming to eliminate unnecessary steps, reduce unproductive time, and optimize the use of both human and material resources. KAIZEN's philosophy not only helped streamline and identify tasks but also fostered a culture of ongoing improvement within the organization by actively involving the staff in problem-solving efforts.