Implementación de las gráficas de control en la empresa “Automotriz Robina” para generar una mejor atención al cliente.

Abstract

The present case of investigation, the most presented complaint was identified, thus raising the corresponding solution and being reflected in the control graph, the data collection was carried out by means of a qualitative approach, a survey was created and was directed to the owner of the company with the aim of having relevant information and knowing customer complaints and promotions, limits and solutions so that at the time of a deviation it marks an error within the graphs. At the time the necessary data was obtained about the problem, in other words, complaints that cause customer nonconformity, A table was developed and the graph where it could be observed that within the month of August the target could not be met is that when displaying the graph an error or deviation outside the lower limit is found. Having this problem raised the solution about the number of promotions to give, which refers to applying one to three promotions every four months the ideal within this is to provide two promotions but taking into account that they can not be less than one or more than three. Thanks to this strategy, the data was translated into the graph, thus having the results in addition to maintaining a corresponding control, thus obtaining an efficient process that helps and will help to the continuous improvement within the company.