Propuesta de mejora para la reducción de costos operacionales de una concesionaria automotriz en la ciudad de Trujillo, 2024

The objective of the research was to analyze the implementation of improvements in an automotive dealership, reducing economic losses through quality management tools. By design, this research was diagnostic and purposeful, with a formal and exact approach. A comprehensive diagnosis was carried out using the Ishikawa diagram, identifying the main root causes: lack of continuous training programs, lack of standardization of administrative processes, lack of a correct supplier evaluation system and lack of a system to record the consumption of inputs by work order or operation. The engineering methodologies used included House of Quality (QFD), Failure Mode and Effects Analysis (FMEA) and DMAIC-Six Sigma, achieving process optimization, uniformity in production, failure prevention and cost reduction. As a result, a reduction of S/ 39,480.00 in the company's losses and an increase in the Cpk and Z level values in each of the indicators were obtained. In addition, an economic/financial evaluation of the improvement proposal was carried out, obtaining a NPV of S/ 70,914.56, an IRR of 84.20%, recovering the total investment in 2.59 years, concluding that the proposal was feasible.