Elaboración del manual de proceso para el concesionario Hyundai Starmotors enfocado en el taller de servicio mecánico del área de Postventa en el Distrito Metropolitano de Quito

Abstract

Recently, research on operational efficiency in automotive dealerships has revealed the need to standardize internal processes to improve service quality and customer satisfaction. Hyundai Starmotors, located in the Metropolitan District of Quito, faces a series of problems due to the lack of a process manual for its mechanical service workshop. The present project aims to develop a process manual for the Hyundai Starmotors mechanical workshop, focusing on optimizing internal operations and standardizing critical processes. The guide provides detailed information on the processes and steps that the personnel in each area must follow, as well as the necessary resources generated. The implementation of this manual is justified by the need to improve efficiency and effectiveness in the processes, as well as to facilitate the training and growth of the staff. The analysis presented in this project details the areas of improvement in the Hyundai Starmotors mechanical workshop, diagnosing current deficiencies and proposing effective methodologies for optimization. Additionally, the functions within the after-sales area are described in terms of roles and responsibilities for each position to ensure efficient management and high-quality service. This project is expected to have a significant impact, benefiting not only Hyundai Starmotors by improving its operational efficiency and service quality but also local businesses by promoting sustainable business practices. The conclusions detail a potential improvement in customer satisfaction and operational efficiency following the implementation of the process manual, creating a reference for other dealerships seeking to optimize their after-sales operations.