Logistics and Transport Engineering

Estancia II

Stay Report

Project Name
Improvement in the quality of service of the company

Company Name
Chevrolet Mazatlan
Student Name: Luis Ignacio Duran Avalos
Registration: 2020030716

MA. María Guadalupe Velarde Rodríguez

Project Advisor

Yajaira Denisse Peraza Ibarra

Project Advisor

MA. María Guadalupe Velarde Rodríguez MC. Andrés Echeagaray Osuna

Stay Teacher Director U.A. Ing. in Logistics and Transport
 Mazatlan, Sin. December 5, 2022

Objective of the project

The purpose of this project is to carry out an investigation in a company outside the university, in
which a diagnosis of a problem that the company in question presents can be made using the
company's own data and its resources to give solution to implement a solution and follow up on the
project to increase the performance of the company

Project description
This project seeks to improve the index of quality and service attention in the company Chevrolet
seeking to improve key aspects for good service when going to the workshop for problems with the
vehicle.
How do I know the problem exists?
A customer satisfaction survey was carried out to each client or user who comes to the facilities taking
into account aspects such as: the attention of the advisors, the time of attention, reception of the
vehicles, cleaning of the vehicle among others.
Since when has the problem existed?
This project seeks to identify the root causes of the problem that affects the quality index, to propose
improvements of positive impact and, once implemented, improve its performance. The problem is
constant and common in the company with this project seeks to maintain the customer satisfaction
index and know the problems presented by their vehicles after going to the workshop and know if
there is any pattern of failure in the vehicles after going to the company and thus seek a solution to
this. This problem could generate bad recommendations from customers to future customers or lose
those that already have for reasons of not knowing the aspects in which the company is failing or
falling behind the competition.

Introduction
This work develops an investigation based on the indicators obtained based on the satisfaction survey
that was carried out to know aspects of the level of quality in the work carried out in this company
taking into account different aspects that make the customer experience more pleasant when going to
the service provided by this company. With this project, the cars acquired by customers are monitored
to know the level of performance of these and knowing aspects such as possible manufacturing defects
that are in this, also sought to maintain the useful life of these vehicles looking for customers to
perform the necessary maintenance to the vehicles in an optimal time in order to extend the life of this.
Knowing the level of satisfaction of customers when going to perform this maintenance and how is
their experience when going to the company this is also a point to take into account since with this we
can maintain our quality at an optimal level and not be at a disadvantage before the competition.
The importance of this work is to know the mechanism used to know the satisfaction rates between the
customer-company relationship and to know the possible breakdowns of commercialized models,
helping to identify potential threats that affect the image of the brand of a reliable and with quality
vehicles

Background

Chevrolet, also affectionately known by the diminutive of Chevy by Americans, is a brand belonging
to the giant General Motors. Together with Buick, Cadillac, Daewoo, GMC, Holden and
Opel/Vauxhall they form one of the largest emporiums of the automotive industry, although in recent
years they have gone through serious economic difficulties. Of all of them, Chevrolet is one of the
brands with more tradition and tradition. It has been dedicated to the manufacture of automobiles for
almost a century.

Chevrolet was founded in Detroit in November 1911 by engineer and race car driver Louis Chevrolet
and General Motors founder William C. "Billy" Durant, who developed vehicles that soon earned a
reputation for performance, durability and quality. Those traits remain in place within Chevrolet, the
fourth largest automotive brand worldwide.

From the outset, Chevrolet introduced into its portfolio of vehicles and pick-ups the technology and
features usually reserved for more expensive vehicles. In the first Chevrolet — the C Series Classic
Six — both the starter motor and headlights were electric, features not common at the time, even
among luxury vehicles. In the following decades, Chevrolet models offered several innovations typical
of more expensive vehicles, such as safety glass, fuel injection, anti-lock brakes and electronic stability
control systems. As one of the best-selling brands, Chevrolet's early adoption of key technologies
fundamentally changed the way they were applied to new vehicles.

Mission:
Commit to safety in everything they do: winning customers for life, developing brands that inspire
passion and loyalty, transforming cutting-edge technologies into vehicles and experiences people love,
and creating sustainable solutions that improve the communities in which they live and work.

Vision:
A world with zero accidents, zero emissions, zero congestion and with a driving force behind it to
make this a reality.

Values:
● Efficiency: Achieve goals with the least amount of resources.
● Honesty: Honesty is based on respect for others and the appreciation of truth as a fundamental
value of life in society.
● Honesty: speaking and acting sincerely, is more than not lying, cheating, stealing or cheating.
It involves showing respect for others and having integrity and self-awareness.
● Discipline: observance of the rules of conduct and internal functioning established
hierarchically by an organization for its members
● Responsibility: it is a value that is in the conscience of the person who studies Ethics on the
basis of morality. Put into practice, it establishes the magnitude of these actions and how to
face them in the most positive and comprehensive way to help in the future.

Competitive advantage
The competitive advantage of Chevrolet is its unique system with satellite technology that allows great
communication and in turn great comfort since it has the most advanced and revolutionary integral
security system that is specifically designed so that the user and his family feel calm, safe and
comfortable at all times.

Diagnostic
The corporate is a company with worldwide recognition Today it is a firm that is present in practically
all markets thanks to being under the umbrella of a giant like General Motors. There are many models
that in one country are marketed with one brand and in another country with another.
At the moment the models that are marketed of the brand are mixed with those of the rest of General
Motors components. According to the international website, these are the real Chevrolets: Aveo,
Camaro, Cobalt, Corvette, HHR, Impala and Malibu.

As far as the area where I work, my time in the company is concerned.

That is, the Reception and Quality department was able to detect areas of opportunity that would speed
up the reception and capture process.
In the company any behavior of the vehicle is captured before and after being acquired by the client,
which is followed up to know the possible failures and threats of the cars or also when presenting the
vehicle to a diagnosis or repair for this, each client of the company is registered and followed up
throughout his stay and at the end various satisfaction surveys are carried out. to know the aspects in
which the company demonstrates more weakness and thus improve in these are recorded in their own
system of the company and in an Excel document the complaints of the clients are registered in order
to make a solution to each client individually at the same time that the performance is improved

State of the art

Customer satisfaction is defined as "the degree to which the perceived performance of a product
matches consumer expectations" (Kotler and Armstrong 2012)

In the first instance we must specify that the client and the consumer may or may not be the same
person, the disparity is that it is the first who pays for the product or service sold by the organization,
while the second is the one who makes use of this good or service (Ayala, Camino, & Cueva, 2013).

A customer is usually also a consumer, but a consumer is not necessarily a customer. From the
cognitive approach, satisfaction is understood as a
Process where the subjects rationally analyze the purchase/sale situation, generating
later satisfaction or dissatisfaction (Baena, García, Bernal, Lara, & Gálvez, 2016).

In the affective approach of the concept of satisfaction, the results obtained by the
consumers during the consumer experience provoke two types of evaluations,
First, an initial evaluation is generated in terms of success or failure that induces a
affective state causing pleasure or displeasure in the consumer, and second a
secondary assessment referring to different emotions (which can be angry,
gratitude, guilt, frustration, anger, regret) that form after a
casual attribution process (Moliner, Gil, & Ruíz, 2014).

From this we can say that customer satisfaction is an emotional response resulting from a consumption
experience, which in the case of services occurs during and after it. On the other hand, concepts are
separable theoretical constructs that occupy unique positions in a nomological network determined by
unique sets of cause-antecedents, consequential effects, or both (Chandrasegaran, et al., 2013).

But if two network concepts share all the antecedents and theoretical consequences then they are
"structurally equivalent" or logically isomorphic, and to discuss them as if they were unique would be
indefensible and not empirically testable. In this case, the positions of quality and satisfaction in the
nomological network are not unique, but structurally interchangeable (Berkowitz, 2013).

Seen from the organizational perspective, quality in service is the orientation that
Follow all the resources of a company to achieve customer satisfaction
including all employees and not only those who have direct contact with the client
(Kotler & Keller, 2012)

for all activities performed by an employee in the

will have some impact on the level of quality actually or perceived by the
consumer. From this the reputation is built, which will be good if the service is
perceived as high quality, resulting in greater repeat sales
(Tschohl, 2011). Quality can be specifically addressed from the perspective of
conformity of specifications, meeting customer expectations,
Excellence of a product or service or, as it is currently managed, a global concept
and integrator that involves the entire organization (Camisón, Cruz, & González, 2006). Without
However, it is quality from the point of view of the consumer that is the responsibility of the
consumer.
study, was defined by Parasuraman, Zeithaml, and Berry in 1988 as a global judgment, or
attitude related to the superiority of service, taking this into consideration,
Some authors identified what is known as the paradigm of confirmation,
which in simple words is the discrepancy between expectations and perceptions of quality
del servicio (Oliver, 1977; Grönroos, 1984; Parasuraman, Zeithaml, & Berry, 1988).

(Agrell & Hatami-Marbini, 2013) define the Supply Chain as a network of

organizations that are involved through upstream and/or downstream relationships through different
processes and activities that produce value in the form of products and/or services in the hands of the
final consumer, Supply Chain management is the coordination of the above-mentioned network of
each of the processes that can compose it.
(J. R. Turner & Müller, 2003) suggest that projects are like temporary organizations‖, this statement
makes us think that the supply of resources for a project is a subject of study close to that carried out in
a non-project-oriented organization, but the particularities of a project such as its transitory nature, the
greater presence of uncertainty and the high variability of requirements and even different forms of
acquisition for each activity, It is what makes the study interesting as it is not a simple replica of the
study and experience of the supply chains of the general industry, however, research in project
logistics is still incipient, and it is the purpose of this document to show the reader what has been
written on the subject by grouping the literature so that the reader can see since the adoption of the
concept of supply chains. in projects going through the specific management studies of
procurement of physical resources, human resources, vendor management
and identifying at the end the topics that present gaps or possibilities of deepening.
Project-focused studies have shown that often lack of attention in procurement administration results
in unnecessary costs, delays, wasted time or resources, and misunderstandings. (Modig, 2007)

"Change management is a critical part of any project for staff to embrace new processes, technologies,
systems, structures and values. It is the set of activities that help its people move from their current
way of working to the desired way of working", Arturo Castellanos (2019).
As expected a change in the process as represented by this new model, always presents contingencies
in the way of working to which employees are accustomed, and although a change is always difficult,
it must be understood that it is always in search of something better, where a high availability is
necessary on the part of themselves.
"Logistics is one of the main parts of any trade, and as we manage to optimize the way we carry out
the different activities of the chain, the benefits are transferred directly to other areas of the sale.
Therefore, it is important to invest in innovative solutions that ensure effective and efficient
management of operations", José Luis Rico (2019).

Preliminary results

Enterprise zad system

Capture of customers
and users of the
company
 Data capture of
complaints and
suggestions

References:
Quality and reliability of electrical services in Latin America. (2020, May 18).

https://publications.iadb.org/es/calidad-y-confiabilidad-de-los-servicios-electricos-en-america-

latina

(2020, 9 February). Quality of service in Latin America: promotion of investments for operators and

tools for users*. ASIET. https://asiet.lat/actualidad/opinion/calidad-servicio-america-latina-

promocion-inversiones-operadores-herramientas-usuarios/

Chevrolet World | Chevrolet. (s.f.). Https://www.chevrolet.com.ec/mundo-chevrolet

What is Business Management and what is its importance? (2019, March 22). Ntx Pro.

https://www.ntxpro.net/erp/que-es-la-gestion-empresarial-y-cual-es-su-importancia/

Roberto, I., Medina, C., Elvira, M., Parra, L., Yara, M., Aguilera, C., Zulema, M., Coronado, C.,
Moises, M., Echevarría, R., Alber, M. O., Moreno, M., de Difusión, C., Aciones, R., Nora, M.,
González, E., Mtra, N., Nereida, A., López, M., & Rodolfo, V. (n.d.). Technological Institute of
Sonora. Itson.mx. Retrieved December 3, 2022, from
https://www.itson.mx/publicaciones/pacioli/Documents/no82/pacioli-82.pdf

Cesar, J. (n.d.). Customer service. Blogspot.com. Retrieved December 3, 2022, from

http://importacionesan.blogspot.com/2011/05/marco-teorico.html

(S/f). Gestiopolis.com. Retrieved December 3, 2022, from https://www.gestiopolis.com/el-servicio-el-

cliente-y-la-calidad-del-servicio/