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
Related Articles
- EP ID EP694098
- DOI https://doi.org/10.47460/uct.v25i108.430
- Views 173
- Downloads 0
Job satisfaction in times of Covid-19 in Workers of local governments from Arequipa
Job satisfaction in times of Covid-19 was studied in local government employees according to socio-labor variables. The most relevant elements that allow characterizing the current employment situation of the population...
A brief glance at the legislation and current regulations about gender in Ecuador
With a review of legal regulations of gender in Ecuador, this work shows its current status and the progress from a theoretical and practical progression to build a model of society based in the philosophy of good living...
Analysis of the quality of services in university centers
In this work, the level of perception of students about the quality of service in university centers was analyzed. For this, 684 undergraduate students from a randomly chosen study program participated, to whom a scale w...
Factors that affect the implementation of rapid prototyping in furniture design companies in Quito, Ecuador
Factors that prevent the implementation of rapid prototyping techniques are presented that have an impact on companies dedicated to furniture design in Ecuador. To establish these factors, a field analysis was carried ou...
Integration of quality approaches to improve management practices in an automotive technical service
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 Chil...