Diseño e implementación de un sistema de gestión para mejorar los procesos de servicio en la Rectificadora de Motores La Dolorosa

Abstract

Currently, in most small and medium automotive businesses, the importance they give to internal logistics and customer service is very low. In such a competitive market, it is very important that companies understand that these aspects are essential for optimal operation and growth of their establishments in the short and long term, and are also a mechanism to stand out from their competitors and position themselves above them. For automotive businesses, it is important to provide good service and attention to customers, which not only includes meeting their minimum requirements, but also providing an excellent experience to consumers. This includes different aspects such as good and timely communication, providing facilities to solve problems, cordial treatment, timely and organized attention, among others. To guarantee these aspects, it is important to have logistics strategies at the business level that allow the diagnosis of different problems or difficulties and the preparation of proposals for process improvement. In the same way, for automotive companies that have their own spare parts warehouse, correct inventory management is important, so that establishments can obtain the best benefits from it and avoid inconsistencies or losses, contributing to the correct general order. business and provide better customer service. In engine rectification establishments, engine reception is a very important area, since it is in charge of providing the initial diagnosis and defining the processes that will be carried out throughout the rectification process, therefore, it is It is important that it has all the necessary implements to provide a correct diagnosis, in the same way it is essential that the staff know each process to be carried out, and achieve the greatest possible optimization of time and resources, to generate mutual well-being for the company and the customer. The purpose of this project presents different analyzes carried out to diagnose the current situation of the company based on KPIs, focused mainly on the secretarial, customer service and motor reception areas, to allow the design of different logistics strategies based on in the Lean methodology that allow correcting errors in the processes and optimizing time and resources, seeking to achieve the greatest benefits for the company, its staff and customers.