Kaizen Philosophy to Improve Service Levels at an OTR Tire Distribution Company

In the mining industry, many companies that provide maintenance services fail to comply with the stipulated times, thus paralyzing their main processes. This problem affects an Off the Road (OTR) tire retail company, whose post-sales process focuses on providing technical services. This company currently reports a 65% service level. The research study shows that this occurs for three reasons: poor diagnostic process, reprocessing, and absence of spare parts in stock. Business Process Management (BPM) and Standardization were proposed to address the problem reported by the diagnostic process; Method Improvement to eliminate the reprocessing issues evidenced in tire retreading and Air Pressure, and finally the Maximum and Minimum Model to counteract the lack of spare parts in stock. The validation of the improvement proposal is conducted through the Arena Simulator program, wherein it was possible to improve the service level to an optimal level. The viability is approved through the favorable results from the economic considerations, such as Net Present Value (NPV) and the Internal Rate of Return (IRR). Finally, the environmental and organizational impact are evaluated. It is concluded that the implementation of the improvement proposal has a feasible impact on the parameters, and that the need arises to maintain them in the long term.