Propuesta de mejora de los procesos de gestión en el área de recepción, del centro de colisión de Yanaconas Motor S.A.

Abstract

This project was developed in the vehicle store YANACONAS MOTOR SA, this is a company that provides advisory services about the purchase of new and used vehicles, after-sales services such as maintenance, periodic checks and repairs of vehicles, also has the collision center where the repair work of vehicles that have suffered some type of accident or that has gone through any situation that affects the vehicle, its structure, aesthetic, mechanically or any of its safety components. Due to the growth that has been presented in recent periods, the need has arisen to carry out the activities of each process related to the repair of the vehicles of the collision center, in an efficient and effective manner, that allow to face the different situations that appear in the day to day. This growth has occurred thanks to the different business opportunities that have emerged, in addition to the establishment of agreements or alliances, which have allowed to increase the flow of customers, allowing the opening of markets. Considering that the areas with which the company has many and its activities are even more, it was determined that it would start by making a proposal for the reception area of the collision center. This with the aim of optimizing the processes carried out there, allowing greater efficiency in customer service. Taking into account the above, we proceeded to make a proposal for an administrative management model in continuous improvement, which would help increase the client's happiness index, customer loyalty and the company's profits. To be able to propose an adequate proposal, for the administrative management model in the reception area of the collision center, a rigorous collection of information is implemented, through surveys, investigation with the employees of this headquarters and through direct observation of the activities, all this, I help to determine the activities carried out in the reception area for the information collected, the help of the current data registers, videos, photos, recordings and electronic aids has been taken into account. After having the necessary information, the data will be analyzed and a proposal will be made based on the needs of the collision center, taking into account that the general approach is the optimization of processes and continuous improvement. This research resulted in a proposal for a more orderly and controlled management of activities, which helps to facilitate the detection of the aspects that are failing and to periodically improve the methodology used, always seeking to create an organizational culture focused on the continuous improvement of their services. All this allowed to detect a deficiency of trained personnel and overload of responsibilities for a single person; for all that, a guide was structured so that the activities of this area were carried out in a defined and reliable way.