Model for Improving Post-sales Processes Applying Lean Thinking to Reduce Vehicle Delivery Times at an Automotive Company

Osben Vizcarra; Fernando Sotelo; Carlos Raymundo; Francisco Dominguez

doi:10.1007/978-3-030-27928-8_134

Model for Improving Post-sales Processes Applying Lean Thinking to Reduce Vehicle Delivery Times at an Automotive Company

Osben Vizcarra
, Fernando Sotelo
, Carlos Raymundo
, Francisco Dominguez

Faculty of Engineering

Universidad Peruana de Ciencias Aplicadas
Universidad Rey Juan Carlos

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Abstract

This paper proposes the application and implementation of the lean thinking methodology at a company dedicated to selling vehicles, spare parts, and post-sales services. For these purposes, tools such as process maps, flowcharts, indicators, system layout planning tools, and 5S implementation are used, supported by training sessions for process participants. As a result, customer complaints were reduced by 0.13% per month, and the number of work orders handled by the site increased by 0.38% per month. Moreover, a 0.32% increase in man/hour productivity was reported, leading to a 44.32% decrease in Duster vehicle delivery times.

Original language	English
Title of host publication	Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design
Subtitle of host publication	Future Trends and Applications, IHSED 2019
Editors	Tareq Ahram, Waldemar Karwowski, Stefan Pickl, Redha Taiar
Publisher	Springer Verlag
Pages	896-902
Number of pages	7
ISBN (Print)	9783030279271
DOIs	https://doi.org/10.1007/978-3-030-27928-8_134
State	Published - 2020
Event	2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019 - Munich, Germany Duration: 16 Sep 2019 → 18 Sep 2019

Publication series

Name	Advances in Intelligent Systems and Computing
Volume	1026
ISSN (Print)	2194-5357
ISSN (Electronic)	2194-5365

Conference

Conference	2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019
Country/Territory	Germany
City	Munich
Period	16/09/19 → 18/09/19

Keywords

5S Methodology
Lean services
Operational performance
PDCA cycle
Value stream mapping

Access to Document

10.1007/978-3-030-27928-8_134

Cite this

Vizcarra, O., Sotelo, F., Raymundo, C., & Dominguez, F. (2020). Model for Improving Post-sales Processes Applying Lean Thinking to Reduce Vehicle Delivery Times at an Automotive Company. In T. Ahram, W. Karwowski, S. Pickl, & R. Taiar (Eds.), Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019 (pp. 896-902). (Advances in Intelligent Systems and Computing; Vol. 1026). Springer Verlag. https://doi.org/10.1007/978-3-030-27928-8_134

Vizcarra, Osben ; Sotelo, Fernando ; Raymundo, Carlos et al. / Model for Improving Post-sales Processes Applying Lean Thinking to Reduce Vehicle Delivery Times at an Automotive Company. Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019. editor / Tareq Ahram ; Waldemar Karwowski ; Stefan Pickl ; Redha Taiar. Springer Verlag, 2020. pp. 896-902 (Advances in Intelligent Systems and Computing).

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title = "Model for Improving Post-sales Processes Applying Lean Thinking to Reduce Vehicle Delivery Times at an Automotive Company",

abstract = "This paper proposes the application and implementation of the lean thinking methodology at a company dedicated to selling vehicles, spare parts, and post-sales services. For these purposes, tools such as process maps, flowcharts, indicators, system layout planning tools, and 5S implementation are used, supported by training sessions for process participants. As a result, customer complaints were reduced by 0.13\% per month, and the number of work orders handled by the site increased by 0.38\% per month. Moreover, a 0.32\% increase in man/hour productivity was reported, leading to a 44.32\% decrease in Duster vehicle delivery times.",

keywords = "5S Methodology, Lean services, Operational performance, PDCA cycle, Value stream mapping",

author = "Osben Vizcarra and Fernando Sotelo and Carlos Raymundo and Francisco Dominguez",

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Vizcarra, O, Sotelo, F , Raymundo, C & Dominguez, F 2020, Model for Improving Post-sales Processes Applying Lean Thinking to Reduce Vehicle Delivery Times at an Automotive Company. in T Ahram, W Karwowski, S Pickl & R Taiar (eds), Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019. Advances in Intelligent Systems and Computing, vol. 1026, Springer Verlag, pp. 896-902, 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019, Munich, Germany, 16/09/19. https://doi.org/10.1007/978-3-030-27928-8_134

Model for Improving Post-sales Processes Applying Lean Thinking to Reduce Vehicle Delivery Times at an Automotive Company. / Vizcarra, Osben; Sotelo, Fernando ; Raymundo, Carlos et al.
Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019. ed. / Tareq Ahram; Waldemar Karwowski; Stefan Pickl; Redha Taiar. Springer Verlag, 2020. p. 896-902 (Advances in Intelligent Systems and Computing; Vol. 1026).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AU - Sotelo, Fernando

AU - Raymundo, Carlos

AU - Dominguez, Francisco

N1 - Publisher Copyright: © Springer Nature Switzerland AG 2020.

PY - 2020

Y1 - 2020

N2 - This paper proposes the application and implementation of the lean thinking methodology at a company dedicated to selling vehicles, spare parts, and post-sales services. For these purposes, tools such as process maps, flowcharts, indicators, system layout planning tools, and 5S implementation are used, supported by training sessions for process participants. As a result, customer complaints were reduced by 0.13% per month, and the number of work orders handled by the site increased by 0.38% per month. Moreover, a 0.32% increase in man/hour productivity was reported, leading to a 44.32% decrease in Duster vehicle delivery times.

AB - This paper proposes the application and implementation of the lean thinking methodology at a company dedicated to selling vehicles, spare parts, and post-sales services. For these purposes, tools such as process maps, flowcharts, indicators, system layout planning tools, and 5S implementation are used, supported by training sessions for process participants. As a result, customer complaints were reduced by 0.13% per month, and the number of work orders handled by the site increased by 0.38% per month. Moreover, a 0.32% increase in man/hour productivity was reported, leading to a 44.32% decrease in Duster vehicle delivery times.

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Vizcarra O, Sotelo F , Raymundo C, Dominguez F. Model for Improving Post-sales Processes Applying Lean Thinking to Reduce Vehicle Delivery Times at an Automotive Company. In Ahram T, Karwowski W, Pickl S, Taiar R, editors, Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019. Springer Verlag. 2020. p. 896-902. (Advances in Intelligent Systems and Computing). doi: 10.1007/978-3-030-27928-8_134

Model for Improving Post-sales Processes Applying Lean Thinking to Reduce Vehicle Delivery Times at an Automotive Company

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Keywords

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