Citas bibligráficas
Cabrera, J., García, W. (2017). Propuesta de implementación de un sistema de gestión de la calidad basado en la norma ISO 9001:2015, para reducir los costos en el servicio de atención al cliente de la empresa Autonort S. A., 2017 [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/12862
Cabrera, J., García, W. Propuesta de implementación de un sistema de gestión de la calidad basado en la norma ISO 9001:2015, para reducir los costos en el servicio de atención al cliente de la empresa Autonort S. A., 2017 [Tesis]. PE: Universidad Privada del Norte; 2017. https://hdl.handle.net/11537/12862
@misc{sunedu/4115255,
title = "Propuesta de implementación de un sistema de gestión de la calidad basado en la norma ISO 9001:2015, para reducir los costos en el servicio de atención al cliente de la empresa Autonort S. A., 2017",
author = "García Jara, Walter Alcides",
publisher = "Universidad Privada del Norte",
year = "2017"
}
The objective of this thesis is the proposal to implement an adequate quality management system, based on ISO 9001 version 2015, for an automotive service company in order to measure the impact on customer service costs. It has process management, inventories and preventive and predictive maintenance program, at the same time the training and training program generates significant savings for companies in the sector. In the theoretical framework, the methods, quality tools and improvement are analyzed, by means of theorems and practical applications, mentioning the foundations, norms, and adequate procedures for the case of the company under study. It is found that the proposed solution will combine the implementation of a QMS and the plan for its implementation, eliminating the cost overruns and obtaining significant benefits in the operation. In this way, a relevant solution for the company's problem (ACR) is adapted. In the description and diagnosis, first the main characteristics of the company and its different areas are detailed, then its current status is analyzed according to the requirements of the ISO 9001 standard, with emphasis on the perception of the client through a CSI analysis. Thus, the need to implement a Quality Management System is based, and the approach to be developed in the solution is proposed. The proposed solution develops standardized procedures, inventory control formats, preventive maintenance programs, training and training in specific jobs. In Process Management, the detail of the procedure is defined in the B & P workshop of the company Autonort, in the same way it registers and creates the necessary formats for its implementation, as well as the resources required to execute them. It is possible to reduce the cost overruns of customer service by 53%, which included reprocessing, non-compliant products, losses in the stock of inventories. In the Quality Management System, an adequate solution to the causes of high costs is proposed, by means of the theory reviewed beforehand and adapted to the practice. In this way, it is reduced and 100% is obtained in the requirements of the Standard as a basis. In the economic evaluation, the monetary income and expenses of the operation are analyzed. As a result, the project obtains a profit of more than 47% in saving operating costs. Finally, the conclusions and recommendations of the document are presented to have a better vision of the study carried out.
Este ítem está sujeto a una licencia Creative Commons Licencia Creative Commons