Diagnóstico operacional para la empresa KLM automotriz
Date
2019-02-18
Journal Title
Journal ISSN
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Publisher
Pontificia Universidad Católica del Perú
Abstract
La empresa KLM Group SAC es una concesionaria de DERCO Perú que
brinda los servicios de comercialización de vehículos y, además del servicio de
mantenimiento preventivo y correctivo para todas las unidades de la marca que vende,
actualmente cuenta con dos locales ubicados en San Agustín de Cajas y tiene 30 trabajadores
que laboran en un solo turno, el principal problema identificado en KLM automotriz es la
distribución de sus locales porque las rutas de acceso son altamente transitables lo que
dificulta el acceso, así también la estructura actual es inadecuada, y además para la
proyección de crecimiento que tiene KLM automotriz al 2023 será insuficiente el espacio con
el que cuenta actualmente. Así mismo los protocolos de atención de venta y postventa no
están correctamente determinados para la satisfacción total del cliente, otros puntos débiles
de KLM automotriz son los tiempos de entrega y los financiamientos de vehículos.
En el presente proyecto se desarrollarán propuestas de solución para los distintos
problemas, uno de los más resaltantes es la redistribución y ubicación de la empresa, será
necesario habilitar un local exclusivo para el área de planchado y pintura, realizar
modificaciones en la estructura actual delimitando y separando adecuadamente las distintas
áreas e incrementar el tamaño para las áreas que lo requieran. Mejorar el cumplimiento de
protocolos de atención e implementar también una ruta para la prueba de manejo de manera
que el cliente experimente con los vehículos. También se tiene que trabajar de manera más
proactiva en las alianzas con las distintas entidades financieras y optimizar los tiempos de
entrega en vehículos y placas para incrementar la satisfacción de los clientes.
The company KLM Group SAC is a DERCO Perú’s dealership, which provides services of vehicle’s marketing, and it also provides services of preventive and corrective maintenance for all brand’s units sold by the company. Currently it has two premises located in San Agustin de Cajas and has 30 employees that work in a single shift. The main problem identified at KLM Automotriz is the distribution of their premises because the access routes are in high-transit areas, which makes it difficult to access them. Additionally the current structure is inadequate, and also the space that KLM Automotriz currently has will not be enough for 2023 projected growth. Likewise, protocols for sales and post-sales are not correctly determined to totally satisfy the client. Some other weak points at KLM Automotriz are delivery time and vehicles financing. This project will develop proposals of solutions for the different problems. One of the most outstanding is the company’s redistribution and location. It will be necessary to enable an exclusive premise for the filling and painting area; to do some modifications to the current structure by adequately defining and separating different areas, and to increase the size of areas that require it. It is also necessary to improve compliance on customer service protocol, and implementing a route for driving test so the client can experiment with vehicles. Additionally, it is necessary to work more proactively on alliances with different financial institutions and optimize vehicle and license plates delivery time to increase client’s satisfaction.
The company KLM Group SAC is a DERCO Perú’s dealership, which provides services of vehicle’s marketing, and it also provides services of preventive and corrective maintenance for all brand’s units sold by the company. Currently it has two premises located in San Agustin de Cajas and has 30 employees that work in a single shift. The main problem identified at KLM Automotriz is the distribution of their premises because the access routes are in high-transit areas, which makes it difficult to access them. Additionally the current structure is inadequate, and also the space that KLM Automotriz currently has will not be enough for 2023 projected growth. Likewise, protocols for sales and post-sales are not correctly determined to totally satisfy the client. Some other weak points at KLM Automotriz are delivery time and vehicles financing. This project will develop proposals of solutions for the different problems. One of the most outstanding is the company’s redistribution and location. It will be necessary to enable an exclusive premise for the filling and painting area; to do some modifications to the current structure by adequately defining and separating different areas, and to increase the size of areas that require it. It is also necessary to improve compliance on customer service protocol, and implementing a route for driving test so the client can experiment with vehicles. Additionally, it is necessary to work more proactively on alliances with different financial institutions and optimize vehicle and license plates delivery time to increase client’s satisfaction.
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Keywords
Planificación de la producción, Producción--Administración, Industria automotriz
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