Implementation and standardization of after-sales service training processes for heavy vehicle dealers
DOI:
https://doi.org/10.21803/ingecana.1.1.413Keywords:
training processes, after-sales service, implementation, standardizationAbstract
This paper pesents the implementation and standardization
of after-sales service training processes for automotive dealers with the help of the Bizagi method (BPMN), in the workshop area of a company in Medellín, through the analysis that was carried out during the process. that is provided in the area, conducting an interview of the current situation through field research, to determine the problems, their causes and effects; In addition, the difficulties focused on the lack of support are
observed through training for personal and work growth, then the biggest problems that affect the different activities and tasks of after-sales services are identified
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References
EConcept, «El sector de vehículos en Colombia: características y propuestas de mejora a su régimen impositivo,» EConcept, Bogotá, 2016.
J. C. Sarmiento Sánchez y P. A. Sisalima Vázquez, «Propuesta de mejora administrativa del sistema de postventa automotriz en el concesionario nissan de la ciudad de cuenca,» Universidad Polítecnica Salesiana, Cuenca, 2012.
Econometría consultores, «Boletín de prensa del comité automotor colombiano,» Econometría consultores, Bogotá, 2011.
ANDI, «Caracterización del sector automotor,» Asociación Nacional de Empresarios de Colombia, Bogotá, 2013.
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This work is licensed under a Creative Commons Attribution 4.0 International License.
