Propuesta para mejorar la calidad del servicio técnico a motocicletas; válido para "Taller de motos Dioscory".
Fecha
2017-11-13
Autores
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Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Ingeniería Industrial.
Resumen
El presente trabajo de titulación se enfoca en la problemática de la baja calidad del servicio que brinda la estación de mantenimiento y reparación “Taller de Motos Dioscory”, este proyecto de investigación analiza los factores que inciden en la problemática considerada, a través de herramientas y metodología aprendidas como estudiante durante la carrera de ingeniería industrial, además proporciona alternativas de solución las cuales se proponen en base al estudio realizado. Este estudio propone mejorar la calidad del trabajo y servicio que brinda la empresa considerando que la aplicación de la metodología de orden, organización y limpieza creará impactos positivos dentro de la misma, y que también por tratarse de un servicio brindado se toma en cuenta algo muy importante como lo es la expectativa que el cliente posee, para ello se propone implementar una herramienta modelo la cual nos permite obtener información de la percepción del cliente referente al servicio, de esta manera se tiene información para crecer y mejorar la calidad del servicio. Cabe recalcar en este resumen que el proyecto brinda como sugerencias las alternativas de solución que pueden ser aplicadas para aumentar la calidad no solo en el “Taller de motos Dioscory”, sino también para pequeñas empresas que realicen actividades económicas similares.
The presenting titling work focuses on the problem of the low quality of the service provided by the maintenance and repair station " Taller de Motos Dioscory ", this research project analyzes the factors that affect the problem under consideration, through tools and methodology learned as a student during the industrial engineering career, it also provides alternative solutions which are proposed based on the study carried out. This study proposes to improve the quality of the work and service provided by the company considering that the application of the methodology of order, organization and cleaning will create positive impacts within the company, and also because it is a service provided, it is important to live up to the expectation of the customers, for this purpose it is proposed to implement a model tool which allows to obtain information about the perception of customers regarding the service, in this way we have information to grow and improve the quality of the service. It should be emphasized in this summary that the project offers as suggestions the solution alternatives that can be applied to increase the quality not only in the " Taller de Motos Dioscory ", but also for small companies that carry out similar economic activities.
The presenting titling work focuses on the problem of the low quality of the service provided by the maintenance and repair station " Taller de Motos Dioscory ", this research project analyzes the factors that affect the problem under consideration, through tools and methodology learned as a student during the industrial engineering career, it also provides alternative solutions which are proposed based on the study carried out. This study proposes to improve the quality of the work and service provided by the company considering that the application of the methodology of order, organization and cleaning will create positive impacts within the company, and also because it is a service provided, it is important to live up to the expectation of the customers, for this purpose it is proposed to implement a model tool which allows to obtain information about the perception of customers regarding the service, in this way we have information to grow and improve the quality of the service. It should be emphasized in this summary that the project offers as suggestions the solution alternatives that can be applied to increase the quality not only in the " Taller de Motos Dioscory ", but also for small companies that carry out similar economic activities.
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Palabras clave
SISTEMAS INTEGRADOS DE GESTIÓN, PROPUESTA DE MEJORA, CALIDAD DE SERVICIO TÉCNICO, ORDEN Y LIMPIEZA