Sifuentes, L. (2017). Propuesta de implementación del sistema gestión de calidad ISO 9001 :2015 en el área de post venta para mejorar la rentabilidad de la empresa Neo Motors S.A.C [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/12768
Sifuentes, L. Propuesta de implementación del sistema gestión de calidad ISO 9001 :2015 en el área de post venta para mejorar la rentabilidad de la empresa Neo Motors S.A.C [Tesis]. PE: Universidad Privada del Norte; 2017. https://hdl.handle.net/11537/12768
title = "Propuesta de implementación del sistema gestión de calidad ISO 9001 :2015 en el área de post venta para mejorar la rentabilidad de la empresa Neo Motors S.A.C",
author = "Sifuentes Vásquez, Laura Antonella",
publisher = "Universidad Privada del Norte",
year = "2017"
ABSTRACT The main objective of this work was to prepare the proposal for the implementation of the Quality Management System for the After Sales area of the company Neo Motors S.A.C. according to the requirements of ISO 9001: 2015, which allows increasing the profitability of the company by improving its processes and service quality of its customers. In this sense, the company in the maintenance service is in decline, no client retention strategies have been applied, which implies that the clients desist from performing their maintenance in the company generated by various factors such as: low level of commitment to the correct fulfillment of its functions, does not have parameters that regulate good or bad work, lack of indicators and low level of training and induction to staff. It does not have procedures or quality standards. Taking into account the problem, continuous improvement tools were applied, proposing improvement solutions that allow the company to increase its profitability. On the other hand, the ROI and B / C analysis of the project were carried out, in which the results obtained were 26% and 1.68 respectively, both being favorable results for the implementation of the SGC. Based on the cash flow the project obtains a NPV of S /. 86 834,65 soles and an IRR of 5.91% in real terms, which indicates that the project is feasible. From the results obtained, with the improvement proposal, it will be possible to increase customer retention by 68%, increasing revenues to S / 397 612.08, as well as improving customer service times by reducing time to 1 hour and 49 minutes obtaining an incremental income of S / 109 829.72, therefore it will be obtained to improve the profitability of the company.
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