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Abstract                 Volume:6  Issue-11  Year-2018          Original Research Articles


Online ISSN : 2347 - 3215
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Technical Methodology for the Vehicle Maintenance Process under Quality Standards at a Chevrolet Dealership
José Luis Gavidia García*, Ángel Rigoberto Guamán Mendoza, Richard Armando Caiza Castillo and Eddy Stalin Alvarado Pacheco
1Ingeniero Industrial, Magister en Gestión Industrial y SistemasProductivos, Docente de la Escuela Superior Politécnica de Chimborazo (2013-2018) Ecuador
2Ingeniero Industrial, Magister en DocenciaUniversitaria e InvestigaciónEducativa, Magister en Seguridad e Higiene Industrial y Ambiental, Vice Decano de la Facultad de Mecánica ESPOCH, Docente de la Escuela Superior Politécnica de Chimborazo – Ecuador
3Licenciado en Sistemas, Magister en Educación virtual a Distancia, Docente de la Universidad Nacional de Loja
4Ingeniero Industrial, Magister en Gestión Industrial y SistemasProductivos Docente de la UniversidadEstatal de Bolivar (2016 – 2018) Ecuador
*Corresponding author
Abstract:

The vehicle maintenance process carried out in the Chevrolet Dealer Network of the country is under the requirements and control of General Motor's (GM), who issues the guidelines in this field applying quality standards, with the mission of keeping satisfied customers and faithful to the brand, and the most important thing is not only to keep a vehicle in perfect condition, but also to safeguard the safety of the families that purchase a Chevrolet vehicle, unlike a common workshop, the qualified Chevrolet workshop is measured through the Index of Customer Satisfaction (CSI), which is a percentage indicator (%) that measures the level of quality in the service, for which all Chevrolet dealers in the country compete, for this reason, this activity that belongs to the Post sale area must be governed by strict quality control, that is, having qualified technicians, who receive permanent training courses in various subject s, as well as all the people who belong to this area and have a direct relationship or contact with the client, in addition to providing an original spare parts service that meets a high quality standard. The concessionaire object of analysis has a C.S.I of 67.5%, result of the survey made to the clients, this indicator is measured monthly.

Keywords: Vehicle maintenance, Process, Technician, Mechanic, After-sales, Concessionaire, Quality control, Customer.
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How to cite this article:

José Luis GavidiaGarcía, Ángel Rigoberto Guamán Mendoza, Richard Armando Caiza Castillo and Eddy Stalin Alvarado Pacheco. 2018. Technical Methodology for the Vehicle Maintenance Process under Quality Standards at a Chevrolet Dealership.Int.J.Curr.Res.Aca.Rev. 6(11): 1-10
doi: https://doi.org/10.20546/ijcrar.2018.611.001