Estudio para mejora de tiempos de respuesta y entrega de garantías para los equipos eléctricos en la Compañía ABB.

Abstract

ABB is a multinational corporation in the electricity sector. It has four business divisions which are: Power Grids, Robotics and Motions, Industrial Automation and Electrification Products. The latter being the division responsible for selling products for low and medium voltage. The Electrification Products division has the warranty area, which is in charge of reviewing and assessing the equipment to which the client requests guarantee through a guarantee application form. In general, the product that arrives at the request of guarantee goes through several processes such as: Application for guarantee by the client, receipt of the equipment by the logistics center, delivery of the equipment to the warranty area by the logistics center, review and opinion of the team, generation of the final report for the team, notification of the result of the review to the client, reception of the equipment and report by the logistics center, delivery of the equipment and report to the client. In each of these stages there are delays for various reasons, which generate an accumulation of guarantees, causing the customer to obtain a delayed response, for which reason it is necessary to reduce the response time and execution of the guarantee requests for the equipment. provide the client with an opportune service and generate in him, a feeling of satisfaction generating a better image of the company. To achieve the above, it is necessary to make a diagnosis of the current process of guarantees in general, followed by this, to propose strategies to the company to be implemented in a short term. In addition, select and implement some strategies that are feasible to solve in the short term, that is, during the duration of the internship and that do not depend on legal approvals within the company due to high economic impacts.