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

Facultad de Ingeniería

Producción científica: Capítulo del libro/informe/acta de congreso › Contribución a la conferencia › revisión exhaustiva

Resumen

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.

Idioma original	Inglés
Título de la publicación alojada	Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design
Subtítulo de la publicación alojada	Future Trends and Applications, IHSED 2019
Editores	Tareq Ahram, Waldemar Karwowski, Stefan Pickl, Redha Taiar
Editorial	Springer Verlag
Páginas	896-902
Número de páginas	7
ISBN (versión impresa)	9783030279271
DOI	https://doi.org/10.1007/978-3-030-27928-8_134
Estado	Publicada - 2020
Evento	2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019 - Munich, Alemania Duración: 16 set. 2019 → 18 set. 2019

Serie de la publicación

Nombre	Advances in Intelligent Systems and Computing
Volumen	1026
ISSN (versión impresa)	2194-5357
ISSN (versión digital)	2194-5365

Conferencia

Conferencia	2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019
País/Territorio	Alemania
Ciudad	Munich
Período	16/09/19 → 18/09/19

Acceder al documento

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

Otros archivos y enlaces

Enlace a la publicación en Scopus

Citar esto

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. En 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).

@inproceedings{df67d174cf81477b83edb2509cc8ca7a,

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",

note = "Publisher Copyright: {\textcopyright} Springer Nature Switzerland AG 2020.; 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019 ; Conference date: 16-09-2019 Through 18-09-2019",

year = "2020",

doi = "10.1007/978-3-030-27928-8\_134",

language = "Ingl{\'e}s",

isbn = "9783030279271",

series = "Advances in Intelligent Systems and Computing",

publisher = "Springer Verlag",

pages = "896--902",

editor = "Tareq Ahram and Waldemar Karwowski and Stefan Pickl and Redha Taiar",

booktitle = "Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design",

}

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. En 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, Alemania, 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).

Producción científica: Capítulo del libro/informe/acta de congreso › Contribución a la conferencia › revisión exhaustiva

TY - GEN

T1 - Model for Improving Post-sales Processes Applying Lean Thinking to Reduce Vehicle Delivery Times at an Automotive Company

AU - Vizcarra, Osben

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.

KW - 5S Methodology

KW - Lean services

KW - Operational performance

KW - PDCA cycle

KW - Value stream mapping

UR - https://www.scopus.com/pages/publications/85071442446

U2 - 10.1007/978-3-030-27928-8_134

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

M3 - Contribución a la conferencia

AN - SCOPUS:85071442446

SN - 9783030279271

T3 - Advances in Intelligent Systems and Computing

SP - 896

EP - 902

BT - Human Systems Engineering and Design II - Proceedings of the 2nd International Conference on Human Systems Engineering and Design

A2 - Ahram, Tareq

A2 - Karwowski, Waldemar

A2 - Pickl, Stefan

A2 - Taiar, Redha

PB - Springer Verlag

T2 - 2nd International Conference on Human Systems Engineering and Design: Future Trends and Applications, IHSED 2019

Y2 - 16 September 2019 through 18 September 2019

ER -

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. En Ahram T, Karwowski W, Pickl S, Taiar R, editores, 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

Resumen

Serie de la publicación

Conferencia

Acceder al documento

Otros archivos y enlaces

Huella

Citar esto