Análisis para el cumplimiento de metas en el indicador Tat (time Around time) de la marca Sony de la Garantía S.A. para reparaciones en garantía de electrodomésticos
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Fecha
2015
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Universidad de Guayaquil Facultad de Ciencias Administrativas
Resumen
La Garantía S.A es una empresa de servicio perteneciente al grupo CRECOS dedicada a la instalación, mantenimiento y reparación de electrodomésticos de varias marcas de las cuales tiene autorización.
El propósito principal de esta investigación es analizar el cumplimiento de la meta en el indicador TAT de las reparaciones de la marca Sony en Garantía atendidas por La Garantía S.A. con el objetivo de proponer mejoras y determinar si es factible mejorar los tiempos en las reparaciones.
La Garantía S.A recibe los electrodomésticos en el taller entregados por los clientes que han reportado algún desperfecto donde es inmediatamente aperturada una orden de trabajo u orden de servicio para entrega de constancia al cliente. En la orden se detalla los datos de los productos incluyendo problema reportado e información del cliente para contacto posterior.
Una vez recibido el producto, este es ingresado al inventario de la línea respectiva y la orden de trabajo es entregada al supervisor del taller para asignación de un técnico.
Una vez el técnico reciba la orden de trabajo y haya chequeado el producto, este debe proporcionar la orden al administrador de garantía para creación de una orden o caso en sistema SIX de SONY para la respectiva aprobación de garantía.
Una vez aprobada la orden en el sistema Six el técnico según el diagnóstico debe solicitar el repuesto o pieza necesario para la reparación adjuntándola en la orden de trabajo, para que luego el administrador de garantía solicite la parte en el sistema Six y posteriormente Sony envíe la parte ya sea de su stock local o importado de su bodega en Panamá.
Cuando arribe el repuesto, el mismo es entregado al técnico encargado para su inmediata reparación para luego cerrar la orden en Six y comunicar al cliente sobre el estado del artículo.
Con este análisis se logró determinar que para cumplir la meta propuesta por SONY donde el 90% de las reparaciones deben ser solucionadas entre 0 y 8 días, Sony debe agilitar las aprobaciones en Six y agilitar el despacho de repuestos desde su bodega de Panamá y así nuestros técnicos puedan cerrar las ordenes bajo los 8 días alcanzando la meta.
The La Garantía S.A is a big services company that belongs to CRECOS group dedicated to installation, maintenance and repair of several brands of appliances which you are entitled. The main purpose of this research is to analyze the performance of the goal in the TAT indicator repairs warranty Sony brand served by La Garantía S.A in order to propose improvements and determined whether it is feasible to improve the time repairs. The La Garantía S.A gets the appliance in the technical center delivered by customers who are reported any damage which has been opened is immediately where a service order for delivery to the customer record. In order data products including reported problem and customer information for further contact details. Once received the product, this is delivered to the respective line inventory and service order is delivered to the supervisor for assignment of a technician. Once the technician receives the service order and have checked the product, this should provide the order to the administrator to create a reclaim or case SONY SIX system for the respective warranty approval. Once approved the order in Six technical system under diagnosis must request replacement or repair part required to attaching it to the service order, then the administrator to guarantee requested by the party in the Six Sony system and then send the of either local or imported stock from its warehouse in Panama. When the parts arrive, it is delivered to the technician responsible for immediate repair and then close the service order in Six and communicate the customer about the status of the item. With this analysis it was determined that to meet the target set by SONY that 90% of repairs are between 0 and 8 days, Sony should expedite approvals Six and expedite the dispatch of spare parts from its warehouse in Panama and so our technicians they can close the orders under 8 days to reach the goal.
The La Garantía S.A is a big services company that belongs to CRECOS group dedicated to installation, maintenance and repair of several brands of appliances which you are entitled. The main purpose of this research is to analyze the performance of the goal in the TAT indicator repairs warranty Sony brand served by La Garantía S.A in order to propose improvements and determined whether it is feasible to improve the time repairs. The La Garantía S.A gets the appliance in the technical center delivered by customers who are reported any damage which has been opened is immediately where a service order for delivery to the customer record. In order data products including reported problem and customer information for further contact details. Once received the product, this is delivered to the respective line inventory and service order is delivered to the supervisor for assignment of a technician. Once the technician receives the service order and have checked the product, this should provide the order to the administrator to create a reclaim or case SONY SIX system for the respective warranty approval. Once approved the order in Six technical system under diagnosis must request replacement or repair part required to attaching it to the service order, then the administrator to guarantee requested by the party in the Six Sony system and then send the of either local or imported stock from its warehouse in Panama. When the parts arrive, it is delivered to the technician responsible for immediate repair and then close the service order in Six and communicate the customer about the status of the item. With this analysis it was determined that to meet the target set by SONY that 90% of repairs are between 0 and 8 days, Sony should expedite approvals Six and expedite the dispatch of spare parts from its warehouse in Panama and so our technicians they can close the orders under 8 days to reach the goal.