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http://dspace.udla.edu.ec/handle/33000/12355| Tipo de material : | masterThesis |
| Título : | Propuesta de un plan de mejora de la calidad en el proceso de servicio técnico posventa en un taller de camiones hasta 35 toneladas en el sector sur de la ciudad de Quito |
| Autor : | Castillo Medina, Marco Xavier |
| Tutor : | Chimbo Naranjo, Christian Leonardo |
| Palabras clave : | SEGURIDAD INDUSTRIAL;MERCADO;TRANSPORTE |
| Fecha de publicación : | 2020 |
| Editorial : | Quito: Universidad de las Américas, 2020 |
| Citación : | Castillo Medina, M. X. (2020) Propuesta de un plan de mejora de la calidad en el proceso de servicio técnico posventa en un taller de camiones hasta 35 toneladas en el sector sur de la ciudad de Quito (Tesis de maestría). Universidad de las Américas, Quito. |
| Resumen : | En el presente trabajo de titulación se desarrolló una propuesta de mejora de la calidad en el proceso del servicio de post venta en un taller del sur de Quito, ya que en los últimos años ha existo pérdidas económicas debido a la insatisfacción del cliente… |
| Descripción : | In the present degree work, a proposal was made to improve the quality of the post-sale service process in a workshop in southern Quito, since in recent years there have been economic losses due to customer dissatisfaction. The first thing that was done was the diagnosis of the current situation of the company, through the analysis of the process map and flow diagram of the preventive maintenance service that occurs in the workshop. Information about customer quality perception was collected through periodic surveys and the Net Promoter Index (NPS) was determined, which is a metric that measures customer loyalty. Through this, categories with the lowest NPS scores were selected in this case: quality and time.Subsequently, the Value Added Analysis (AVA) was carried out, which allows identifying activities that do not add value and are not necessary within the process, identifying. Using tools, these problems were prioritized and their respective root cause analysis was carried out, these causes were prioritized and the main ones that affect the process were taken. The proposal was developed through an action plan with countermeasures, improving time in the AVA and eliminating tasks that are not necessary in the process. In order to guarantee that these measures are complied with in the future, a control plan was carried out. A cost analysis was made of each of the proposed countermeasures, allowing the investment to be made in this proposal to be defined, a cost-benefit analysis was carried out with the support of financial indicators that demonstrated the feasibility of the proposal. |
| URI : | http://dspace.udla.edu.ec/handle/33000/12355 |
| Aparece en las colecciones: | Maestría en Dirección de Operaciones y Seguridad Industrial |
Ficheros en este ítem:
| Fichero | Descripción | Tamaño | Formato | |
|---|---|---|---|---|
| UDLA-EC-TMDOP-2020-01.pdf | 2,37 MB | Adobe PDF | Visualizar/Abrir |
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