Estandarización y documentación del servicio de gestión postventa en la empresa Marroquinera S.A.S

Abstract

This work aims to standardize the after-sales service management processes at Marroquinera S.A.S., a leading company in the production and commercialization of leather goods and luxury accessories. The methodology is based on a qualitative approach, employing methods such as literature review, interviews, and observation to analyze the creation of efficient processes when initiating a repair or warranty case. It is considered both a documentary and field study, with a descriptive focus to provide detailed accounts of situations, events, and facts. The specific objectives of the study include conducting a diagnosis of the current state of the after-sales service management process; identifying the most frequent types of damage in the warranty process through Pareto analysis, with the aim of standardizing repair times; proposing a redistribution of the area to achieve greater efficiency in the after-sales service department; and defining a monitoring and control mechanism for the after-sales service management process. This work is expected to provide Marroquinera S.A.S. with comprehensive knowledge and familiarity with standardized processes and procedures for after-sales service, leading to increased efficiency, reduced errors, and a better working environment in the warranty and maintenance workshop. Additionally, compliance with legal regulations is expected to ensure a safe working environment and protect employee rights, while also contributing to the company's growth and competitiveness in the market.