This work addresses the problems of the DERCO company at its different levels, making a diagnosis where the main problem found is "Deficient service process in DERCO service workshops", since it is a problem that involves several aspects of improvement such as the vehicle maintenance process, quality control of the processes that are developed, reversing the high turnover of DERCO's operational staff, among others. This work has five chapters, the first chapter addresses the general situation of the company, presentation of the company, INCHCAPE business model, PESTEL analysis, analysis of the industrial sector, analysis of Porter's Five Forces. In chapter two, the work methodology and list of problems of the company under study are presented, the problems identified being (1) Deficient service process in service workshops (2) Deficient vehicle maintenance process, (3) Low level of DERCO...