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Información tecnológica

versión On-line ISSN 0718-0764

Resumen

FUENTES, Ever A.  y  ROJAS, Andrés F.. Standardization of Operations in Automotive Company After-Sales Service for the Main Brand. Inf. tecnol. [online]. 2018, vol.29, n.4, pp.189-196. ISSN 0718-0764.  http://dx.doi.org/10.4067/S0718-07642018000400189.

Standardization of operations in the after-sales service workshops for the main brand of the automotive industry in Colombia was done. Several techniques such as evaluation of the facilities and their conditions, timing of each operation with its respective supplements and brand benchmarking, were used in order to perform the evaluation. The results of this evaluation showed that workshops have a solid infrastructure that allows providing good customer service. In terms of timing, the platform used was updated in structure, presentation, vocabulary, 30% reduction of operations and 100% of the times. Finally, regarding benchmarking, it was possible to establish the level of competitivity that the main brand has. The standardization developed allows data to be transparent and provide higher reliability for the client and the employees.

Palabras clave : time standardization; automotive sector; benchmarking; after-sales service.

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