Organización, planificación y control de los recursos en Talleres P'Miasa.
Fecha
2008-04-04
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Universidad de Guayaquil. Facultad de Ingeniería Industrial. Carrera de Ingeniería Industrial.
Resumen
El objetivo de este estudio es alcanzar y sobrepasar las metas de ventas de la
mano de obra a través de la satisfacción del cliente optimizando los recursos de la
empresa con una buena organización, planificación y control de los mismos. Para
lograr este objetivo se escogió el método Seis Sigma, en el cual se emplean
herramientas estadísticas como el diagrama de Pareto para medir las causas del
problema identificado, luego se analiza mediante el diagrama Causas y Efecto del
Doctor Ishikawa para plantear las mejoras en el proceso. Finalmente se debe hacer
un monitoreo de control a través de los indicadores del proceso para asegurarse de
que se está cumpliendo con los resultados planteados. Para implantar las mejoras
la inversión fue muy pequeña en relación al tamaño de la empresa al punto de no
necesitar financiamiento externo y con un tiempo de recuperación menor a un año,
demostrando que era necesario realizar la redistribución de la planta para brindar
un servicio más ágil. También fue necesario implantar una política de tiempo de
estadía de una máquina en una bahía de servicio debido a los costos de tener
órdenes de trabajo en inventario y el costo de oportunidad por dejar de atender
otros clientes. Por otro lado también fue necesario contratar un nuevo coordinador
adicional y un asistente del departamento de crédito para que el servicio sea más
personalizado y el proceso de negociación y aprobación de crédito sean más
rápidos, por lo que se espera mejorar la relación de presupuestos emitidos versus
los aprobados. En las recomendaciones se recalca el hecho importante de
mantener reuniones mensuales con los supervisores de todas las áreas para medir
los indicadores y ver si cumplen con las exigencias de la marca Caterpillar, la cual
es impartida a todos los distribuidores a nivel mundial para tener buenos
beneficios económicos a través de la aceptación y satisfacción del cliente con
respecto al servicio que recibe.
The objective of this study is to meet and exceed the sales goals of the workforce through customer satisfaction optimizing the resources of the company with a good organization, planning and control of them. For To achieve this objective, the Six Sigma method was chosen, in which statistical tools such as the Pareto chart to measure the causes of problem identified, then analyzed using the Causes and Effects diagram of the Doctor Ishikawa to propose improvements in the process. Finally it must be done a control monitoring through the process indicators to ensure that that the proposed results are being met. To implement the improvements the investment was very small in relation to the size of the company to the point of not need external financing and with a recovery time of less than one year, demonstrating that it was necessary to redistribute the plant to provide a more agile service. It was also necessary to implement a policy of time of stay of a machine in a service bay due to the costs of having work orders in inventory and the opportunity cost of not serving other clients. On the other hand, it was also necessary to hire a new coordinator and an assistant from the credit department to make the service more personalized and the credit approval and negotiation process are more rapid, so it is expected to improve the ratio of budgets issued versus the approved ones. The recommendations emphasize the important fact that hold monthly meetings with supervisors from all areas to measure the gauges and see if they meet the demands of the Caterpillar brand, which is imparted to all distributors worldwide to have good economic benefits through customer acceptance and satisfaction with regarding the service you receive.
The objective of this study is to meet and exceed the sales goals of the workforce through customer satisfaction optimizing the resources of the company with a good organization, planning and control of them. For To achieve this objective, the Six Sigma method was chosen, in which statistical tools such as the Pareto chart to measure the causes of problem identified, then analyzed using the Causes and Effects diagram of the Doctor Ishikawa to propose improvements in the process. Finally it must be done a control monitoring through the process indicators to ensure that that the proposed results are being met. To implement the improvements the investment was very small in relation to the size of the company to the point of not need external financing and with a recovery time of less than one year, demonstrating that it was necessary to redistribute the plant to provide a more agile service. It was also necessary to implement a policy of time of stay of a machine in a service bay due to the costs of having work orders in inventory and the opportunity cost of not serving other clients. On the other hand, it was also necessary to hire a new coordinator and an assistant from the credit department to make the service more personalized and the credit approval and negotiation process are more rapid, so it is expected to improve the ratio of budgets issued versus the approved ones. The recommendations emphasize the important fact that hold monthly meetings with supervisors from all areas to measure the gauges and see if they meet the demands of the Caterpillar brand, which is imparted to all distributors worldwide to have good economic benefits through customer acceptance and satisfaction with regarding the service you receive.
Descripción
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Palabras clave
INGENIERÍA DE PLANTA, OPTIMIZACIÓN DE RECURSOS, SEIS SIGMA, ISHIKAWA