Integration of quality approaches to improve management practices in an automotive technical service
Journal Title: Universidad, Ciencia y Tecnología Journal - Year 2021, Vol 25, Issue 108
Abstract
The objective was to design improvement proposals for a vehicle maintenance and repair service that has the concession of an international automobile brand. The methodology mainly considered the contributions of the Chilean model of excellence management, a standard for the treatment of complaints, a management diagnosis methodology, the dimensions of the Servperf model and the factor analysis technique. The main results allowed to know the level of service quality, identification of an underlying quality dimension, fourteen management practices and the design of a control and monitoring mechanism based on the theory of the balanced scorecard. The main conclusions indicate that by integrating the contributions of the quality management literature, proposals for improvement can be designed in the areas: strategic, personal, data analysis, methods and technology.
Authors and Affiliations
Carlos Torres; Daniel Araya; Nelson Malta
Keywords
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- EP ID EP694098
- DOI https://doi.org/10.47460/uct.v25i108.430
- Views 219
- Downloads 0
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