Identificación de indicadores críticos en un taller de servicio autorizado enfocado a el incremento de satisfacción al cliente y rentabilidad.

Abstract

This research analyzes the performance of an authorized automotive dealership/service center by identifying and constructing three critical Key Performance Indicators (KPIs) based on information obtained from post-visit workshop surveys and customer feedback. A measurement system distributed across three organizational levels—operational, tactical, and strategic—was designed to ensure the traceability of the information gathered. The defined KPIs allow for the evaluation of the quality of the technical work performed, the efficiency of the process, and the overall customer perception. The proposed system aims to continuously improve processes, strengthen customer expectations, and contribute to the workshop's economic performance.