Modelo de evaluación para la disminución de los indicadores de retorno/retrabajo en Posventa de CasaToro-Renault

Abstract

This document details the activities carried out during the development of the work of degree under the modality of a business internship in the CasaToro company, in this sense the document contains the development of the project "Evaluation model for the reduction of the return/rework indicators in the after-sales area at CasaToro Renault." The project It is framed in the creation of different strategies from the engineering perspective mechanics and who seek to improve the process and its development in the Casa Toro company Renault. During the development of the project, several key actions have been carried out. has been collected information on indicators recorded throughout the year, which includes the list of complaints of clients with work orders. In addition, an evaluation has been carried out of after-sales processes, taking advantage of knowledge in mechanical engineering to understand in detail how these processes are being executed. The relevant variables have been identified and collected, grouping them in a database for later analysis. Based on this information, a model has been designed that categorizes the processes and defines execution strategies, identifying those responsible and specific functions. The ultimate goal of this project is to address the underlying causes of the problems of quality in the CasaToro Renault after-sales area. The aim is to improve customer satisfaction customer, service quality and process improvement, which will contribute to strengthening the position competitiveness of the company in the automotive market and will promote continuous improvement in the industry.