El agendamiento como piedra angular del proceso de servicio técnico automotriz
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Fecha
2022
Autores
Profesor/a Guía
Facultad/escuela
Idioma
es
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ISSN de la revista
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Editor
Universidad Andrés Bello
Nombre de Curso
Licencia CC
Licencia CC
Resumen
Este trabajo tiene como objetivo diseñar una propuesta de mejora para
el agendamiento de citas en el servicio técnico automotriz de la empresa
Automotriz Cordillera S.A. Para ello, se inició un diagnóstico que permitió
detectar el problema real del contexto, para así presentar la alternativa de
mejora, la cual fue analizada desde el rediseño de procesos; utilizando
herramientas ingenieriles como el flujograma, diagrama de Ishikawa, diagrama
de Pareto, y el Cuadro de Mando Integral, entre otros.
Lo anterior dio como resultados la necesidad de implementar un
sistema integrado para el agendamiento de citas, donde coinciden áreas de la
empresa que tienen vinculación directa con el proceso mencionado. Este
sistema busca eliminar los nudos críticos encontrados, para lo cual fue
necesario hacer cambios en el proceso donde la automatización y uso de la
tecnología forman parte de la mejora.
Es así como el estudio económico-financiero arrojo resultados positivos
y beneficiosos para la empresa, haciendo viable la propuesta; siendo verificada
con el análisis costo-beneficios; cuyos resultados permitieron conocer los
aportes presentados con la mejora mencionada, además de comparar la
realidad sin dicha mejora. Es así como se pudo concluir que, el sistema
integrado de agendamiento de citas deja a la empresa un margen de ganancia
considerable, lo que implica la viabilidad de la misma.
The objective of this work is to design an improvement proposal for the scheduling of appointments in the automotive technical service of the company Automotriz Cordillera S.A. For this, a diagnosis was initiated that allowed to detect the real problem of the context, in order to present the improvement alternative, which was analyzed from the redesign of processes, using engineering tools such as the flowchart, Ishikawa diagram, Pareto diagram, and the Balanced Scorecard, among others. The foregoing resulted in the need to implement an integrated system for scheduling appointments, where areas of the company that are directly linked to the aforementioned process coincide. This system seeks to eliminate the critical knots found, for which it was necessary to make changes in the process where automation and use of technology are part of the improvement. This is how the economic-financial study yielded positive and beneficial results for the company, making the proposal viable; being verified with the costbenefit analysis; whose results allowed to know the contributions presented with the aforementioned improvement, in addition to comparing the reality without said improvement. This is how it was possible to conclude that the integrated appointment scheduling system leaves the company a considerable profit margin, which implies its viability.
The objective of this work is to design an improvement proposal for the scheduling of appointments in the automotive technical service of the company Automotriz Cordillera S.A. For this, a diagnosis was initiated that allowed to detect the real problem of the context, in order to present the improvement alternative, which was analyzed from the redesign of processes, using engineering tools such as the flowchart, Ishikawa diagram, Pareto diagram, and the Balanced Scorecard, among others. The foregoing resulted in the need to implement an integrated system for scheduling appointments, where areas of the company that are directly linked to the aforementioned process coincide. This system seeks to eliminate the critical knots found, for which it was necessary to make changes in the process where automation and use of technology are part of the improvement. This is how the economic-financial study yielded positive and beneficial results for the company, making the proposal viable; being verified with the costbenefit analysis; whose results allowed to know the contributions presented with the aforementioned improvement, in addition to comparing the reality without said improvement. This is how it was possible to conclude that the integrated appointment scheduling system leaves the company a considerable profit margin, which implies its viability.
Notas
Memoria (Ingeniero Civil Industrial)
Palabras clave
Agendamiento de Citas, Automóviles, Mantenimiento y Reparación