Ingeniería Industrial
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Browsing Ingeniería Industrial by Author "Aquite Pinto, Miguel Eduardo"
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Item Propuesta plan de mejora del servicio posventa en el concesionario Auto Orion KIA sede sur de Cali(Universidad Santiago de Cali, 2024) Libreros Escobar, Juan Felipe; Aquite Pinto, Miguel Eduardo; Guerra Cruz, Edwin; Cortes Vásquez, Mónica Andrea (Directora)Auto Orion Kia's southern headquarters dealership in Cali ranks 12th in customer satisfaction in the post-sale service ranking in Colombia, as reported in the SIPROCK prospecting platform. Despite its excellent service position, the dealership faced numerous complaints in 2023 regarding delays in delivering vehicles for their first inspection and preventive maintenance, particularly the bestselling KIA Picanto model. Thus, the aim of this project was to propose improvements by recognizing operations with waiting times in after-sales service, addressing the main issue of dissatisfaction to enhance customer perception. The study is based on a descriptive and exploratory methodology that starts with analyzing the current situation, identifying procedural phases, proposing enhancements, and evaluating the results obtained. To enhance preventive maintenance times, the theoretical procedure manual provided by the dealership was utilized. Time measurements were conducted for each activity, compared with previous times, identifying opportunities to standardize processes and train staff. Consequently, there was an average 12.4% reduction in preventive maintenance times, notably decreasing from 193.6 to 169.6 minutes per vehicle. A 12.7% decrease was noted in oil and filter change times, along with a 22.2% reduction in alignment and balancing averages. These optimizations have led to a more efficient maintenance process, potentially raising customer satisfaction and bolstering the company's reputation in the Colombian automotive market.