Diseño de una propuesta de mejora en el sistema de gestión de datos para el departamento de postventa de la empresa GM-ISUZU Camiones Andinos de Chile SPA

Abstract

General Motors Isuzu Camiones Andinos, empresa que desarrolla sus actividades en el rubro camionero en Chile, se encuentra presente en el mercado de camiones ultralivianos, livianos y medianos en el país. A pesar de ser una entidad independiente como razón social, enfrenta diversos desafíos para poder mantenerse como un actor relevante en el mercado, los cuales están principalmente ligados a la falta de independencia para la toma de decisiones producto de una estructura altamente centralizada que basa gran parte de sus decisiones desde Brasil y Colombia y localmente de General Motors Chile. Además, carece de un sistema de gestión integral de información de postventa que permita tomar más y mejores decisiones en esa área, ya que el actual se encuentra ligado a la información de vehículos livianos y donde no se utilizan métodos innovadores ni de vanguardia para recopilar, procesar, analizar ni visualizar la data. Todo el diagnóstico de esta problemática podrá ser encontrado en el tercer capítulo del texto donde podrá ver el uso de metodologías como Diagrama de Ishikawa o 5 ¿Por qué? Las cuales ayudarán a entender de mejor manera lo que sucede actualmente y sus impactos junto a análisis de criticidad. A continuación, se lleva al lector al capítulo 4 donde podrá encontrar una propuesta de mejora basada en la metodología PDCA, acompañada de uso de la metodología Lean Six Sigma para lograr mejoras estructurales y duraderas, junto con el uso de herramientas de BI. Casi al finalizar se presentará un análisis económico que permitirá esclarecer los costos y beneficios económicos, además de otros, producto de la implementación de la mejora señalada. Finalmente, se podrán apreciar conclusiones que permitan visualizar un antes y un después de la propuesta y su implementación y como esta cambiará el futuro de la compañía de manera positiva.

General Motors Isuzu Camiones Andinos, a company that develops its activities in the truck industry in Chile, is present in the ultra-light, light and medium truck market in the country. Despite being an independent entity as a corporate name, it faces several challenges in order to remain a relevant player in the market, which are mainly linked to the lack of independence in decision making due to a highly centralized structure that bases most of its decisions from Brazil and Colombia and locally from General Motors Chile. In addition, it lacks an integrated after-sales information management system that would allow more and better decisions to be made in this area, as the current system is linked to light vehicle information and does not use innovative or cutting-edge methods to collect, process, analyze or visualize data. The whole diagnosis of this problem can be found in the third chapter of the text where you can see the use of methodologies such as Ishikawa Diagram or 5 Why? These will help to better understand what is currently happening and its impacts together with criticality analysis. The reader is then taken to chapter 4 where he/she will find an improvement proposal based on the PDCA methodology, General Motors Isuzu Camiones Andinos, a company that develops its activities in the truck industry in Chile, is present in the ultra-light, light and medium truck market in the country. Despite being an independent entity as a corporate name, it faces several challenges in order to remain a relevant player in the market, which are mainly linked to the lack of independence in decision making due to a highly centralized structure that bases most of its decisions from Brazil and Colombia and locally from General Motors Chile. In addition, it lacks an integrated after-sales information management system that would allow more and better decisions to be made in this area, as the current system is linked to light vehicle information and does not use groundbreaking or advanced methods to collect, process, analyze or visualize data. The whole diagnosis of this problem can be found in the third chapter owing to the use of the Lean Six Sigma methodology and the use of BI tools. Near the end, an economic analysis will be presented that will clarify the economic costs and benefits, besides others, due to the implementation of the noted improvement. Finally, conclusions can be seen that will allow to visualize a before and after the proposal and its implementation and how it will change the future of the company in a positive way.