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    Análisis de procesos para el mejoramiento del servicio al cliente a partir del análisis de las operaciones del servicio de inspección, en la empresa Automás Laureles
    (Universidad EAFIT, 2020) Pineda Foronda, Edwin Ricardo; Ramírez Echeverri, Sergio Augusto
    To achieve competitive advantages and financial sustainability over time, companies, especially CDAs, are not enough to simply provide the service in the basic terms of its nature. The mechanical technical review (RTM) is a fundamental requirement for the circulation of motor vehicles. Resolution 3318 of September 14, 2015 talks about the regulation of the rates of RTM services provided by CDAs throughout the national territory. Therefore, rates are not a useful tool to achieve a competitive advantage, however, the strategies and tools of "Relationship Marketing" have been blurred. Stable loyalty and loyalty in the medium term with customers have been minimized, due to deficiencies in customer service. Like any service company, Automás has a very strong pillar in strategic planning which is the increase in market share and growth in its profitability, however, it is necessary to carry out an analysis of the value chain of the process, with In order to find the GAP (Good, Average and Poor) that are generated, this is why according to Edison Duque (2005), that between the expectation that the customer has of the service and the final result, in short the assessment of the service by the customer. In relation to the above, the company Automás (CDA Automás) based in Laureles, currently has problems with customer service and operational differences between the processes (Internal - external) and the tactical guidelines of the current service strategy. The foregoing, because it is one of the 15 strategic objectives for 2020, is to improve the design of the service and its delivery to result in greater customer loyalty and loyalty, which has not been reflected in the results obtained. to date, suggesting gaps in administrative and operational directives or possibly not generating the correct feedback between the areas of each process.