Bibliographic citations
Carpio, G., Lopez, D. (2020). Mejora en el proceso de reparación de vehículos en la empresa Carpio SAC implementando la metodología Lean Logistcs para mejorar el Net Promoter Score del servicio de Postventa [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/656649
Carpio, G., Lopez, D. Mejora en el proceso de reparación de vehículos en la empresa Carpio SAC implementando la metodología Lean Logistcs para mejorar el Net Promoter Score del servicio de Postventa [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2020. http://hdl.handle.net/10757/656649
@misc{sunedu/3628403,
title = "Mejora en el proceso de reparación de vehículos en la empresa Carpio SAC implementando la metodología Lean Logistcs para mejorar el Net Promoter Score del servicio de Postventa",
author = "Lopez Espinoza, Denis Rolando",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2020"
}
This research work was developed in the company Carpio SAC, which after an in-depth analysis it was determined that it had low NPS indicators of 68%, the areas that were most affected by the indicators were the technical service (Workshop) and customer service, which conducted a search for the main causes that generate the aforementioned problem. In order to prepare proposals to eliminate the causes that generate the problem, a literature review was carried out to find out the main tools that allow mitigating the impacts on time, productivity and inventory management in the automotive sector. Once the concepts were defined, the report of the improvement proposal was established, which was the creation of a lean logistics methodology supported by tools such as 5's, inventory management, standardized work and inventory management. Then, the proposal defined in the aforementioned areas was implemented and the results obtained vs the final results after implementation were analyzed in order to evaluate if the NPS indicator exceeded the 95% objective according to the Volkswagen parent company.
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