Optimizing after-sales services in the automotive maintenance sector: a lean manufacturing and MRP case study in Peru

• Autores: Harboe Chaman, Pablo Andres, Philipps Berrospi, Kent Bryan
• Formato: tesis de grado
• Fecha de Publicación: 2025
• Institución: Universidad de Lima
• Repositorio: ULIMA-Institucional
• Lenguaje: inglés
• OAI Identifier: oai:repositorio.ulima.edu.pe:20.500.12724/23696
• Enlace del recurso: https://hdl.handle.net/20.500.12724/23696
• Nivel de acceso: acceso abierto
• Materia: Pendiente; https://purl.org/pe-repo/ocde/ford#2.11.04

The objective of this research is to improve productivity and increase customer satisfaction in the automotive maintenance sector in Peru, which faces problems such as inefficient after-sales services and poor inventory management. The methodology proposes the integration of lean manufacturing tools such as: 5S, material requirements planning, standard work, among others. The implementation of these tools seeks to optimize the organization of the workspace, improve inventory management and turnover, and streamline after-sales service operations. The main results were a 20.37% reduction in downtime, a decrease in stockouts from 11.81% to 3.58%, and a reduction in cycle time from 3 hours and 15 minutes to 1 hour and 36 minutes. These advances contributed to a significant increase in customer satisfaction, reflected in an increase in NPS from 46% to 79%. It is suggested that the use of digital technologies such as IoT and AI be explored to continue improving.