Análisis de reclamos del cliente y uso de herramientas de control en Plásticos S.A. -Guayaquil.
Fecha
2015-08-12
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Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Ingeniería Industrial.
Resumen
El objetivo de la presente tesis de grado es: utilizar la técnica de la carta de control p, para disminuir los reclamos de los clientes, en la empresa PLASTICOS S. A. Para efectuar el diagnóstico de la situación actual de la empresa, se ha analizado los procesos productivos bajo metodologías de los sistemas de la calidad, como son los diagramas de procesos, cuadros y gráficos estadísticos de pastel y de barras, identificándose a través del diagrama de Ishikawa, los principales problemas que afectan a la organización, que corresponden al alto nivel de defectos de tuberías plásticas que han traído como consecuencia reclamos del cliente, ocasionados por la falta de un sistema de control de calidad adecuado, además de fallas operativas y de maquinarias, los cuales han generado desperdicio, reproceso, devoluciones (por reclamos de los clientes) y tiempos improductivos, trayendo como consecuencia pérdidas por la suma de $103.511,68. La alternativa de solución escogida para reducir el impacto de la problemática identificada, radica en la aplicación de la técnica de la carta de control p, que incluye además la adquisición de un sistema automatizada para control de defectos, con la expectativa de incrementar la eficiencia a 82,08%, es decir, un incremento de 12,65% con relación al 69,43% de eficiencia actual. La inversión total para la propuesta asciende al monto de $47.896,15 de los cuales la inversión fija representa el 51,10% ($ 24.475,00) y los costos de operación corresponden al 48,90% ($ 23.421,15), el monto de los activos fijos, será recuperado en el tiempo de 2 años, generando una Tasa Interna de Retorno (TIR) del 63,94% y Valor Actual Neto (VAN) de $61.501,72, obteniéndose un coeficiente beneficio costo de 2,51, indicadores técnicos y económicos que ponen de manifiesto la factibilidad de la inversión.
The objective of this research is to use the technique of control card P, to reduce customer complaints, at the corporation PLASTICS S.A. To make a diagnosis of the current situation of the corporation, the production processes has been analized under methodologies of quality systems, such as diagrams, charts and statistical pie charts and bar chart, identifying through the Ishikawa diagram, the main problems that affect the organization, for the high level of defects in plastic pipes that have resulted in customer complaints, caused by the lack of a suitable quality control system, and operational and machinery failures, which have generated waste, rework, returns and downtime, consequently resulting in losses in the amount of $ 103,511.68. The chosen alternative solution to reduce the impact of the problems identified lies in the application of the technique of the control card P, which also includes the acquisition of an automated control system defects, with the expectation of increasing efficiency 82.08%, it means, an increase of 12.65% compared to 69.43% the current efficiency. The total investment for the proposal ascends to the amount of $ 47,896.15 which fixed investment represents 51.10% ($ 24,475.00) and operating costs for the 48.90% ($ 23,421.15), the amount of fixed assets will be recovered in time of two years, generating a internal rate of return (IRR) of 63.94% and Net Present Value (NPV) of $ 61,501.72, resulting in a benefit-cost ratio of 2.51 , technical and economic indicators that demonstrate the feasibility of the investment.
The objective of this research is to use the technique of control card P, to reduce customer complaints, at the corporation PLASTICS S.A. To make a diagnosis of the current situation of the corporation, the production processes has been analized under methodologies of quality systems, such as diagrams, charts and statistical pie charts and bar chart, identifying through the Ishikawa diagram, the main problems that affect the organization, for the high level of defects in plastic pipes that have resulted in customer complaints, caused by the lack of a suitable quality control system, and operational and machinery failures, which have generated waste, rework, returns and downtime, consequently resulting in losses in the amount of $ 103,511.68. The chosen alternative solution to reduce the impact of the problems identified lies in the application of the technique of the control card P, which also includes the acquisition of an automated control system defects, with the expectation of increasing efficiency 82.08%, it means, an increase of 12.65% compared to 69.43% the current efficiency. The total investment for the proposal ascends to the amount of $ 47,896.15 which fixed investment represents 51.10% ($ 24,475.00) and operating costs for the 48.90% ($ 23,421.15), the amount of fixed assets will be recovered in time of two years, generating a internal rate of return (IRR) of 63.94% and Net Present Value (NPV) of $ 61,501.72, resulting in a benefit-cost ratio of 2.51 , technical and economic indicators that demonstrate the feasibility of the investment.
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Palabras clave
SISTEMAS INTEGRADOS DE GESTIÓN, GESTIÓN DE CALIDAD, PROCESOS PRODUCTIVOS