Plan estratégico enfocado al mejoramiento continuo con el fin de mejorar la satisfacción del cliente del proceso de servicio de posventa de la empresa Mayorautos SAS en la ciudad de Bucaramanga

Abstract

The Globalization has brought about progress at all levels including the automotive sector, so the increase of inhabitants on the planet demands more and more transportation needs, after-sales service is a fundamental part of the relationship between customers and organizations after the purchase of a good or service. The Colombian organization Mayorautos S.A.S, is a company dedicated to marketing new vehicles of the brand Mazda, specifically in the branch of the city of Bucaramanga, the financial area of the organisation has identified that revenues from the after sales service process have been showing some positive variations which, although significant, are not growing in line with the vehicle sales category, In addition, the projected income target for this item is not being met, as defined by the organization’s shareholders.

Since the reasons for the decrease in after-sales service revenues are not known. Therefore, it is necessary to perform a financial analysis from 2018 to 2022 and investigate a representative sample of customers who have used the after-sales services of the company. To give management is determined to apply the lean six sigma using the methods of measuring efficiency, six sigma level measurement, Ishikawa method and five whys method. After obtaining the results of these methods it is identified that the sections ( experience of the service provided, knowledge of the after-sales service, quality of service, quality the price factor and quality of communication). They are at a level 2 six sigma, with a performance of 69.15%. " As a proposal for a strategic plan to be implemented, specific and measurable goals were set to contribute to improve the revenue of the after-sales service category and meet corporate efficiency goals.