Documentation of the post-sales service process in a car dealership in southern Sonora

Abstract

The company under study started in 1944 as a manufacturer of bicycles and motorcycles. In 1974, it began producing automobiles, in 1986, it began exporting them, and in 1992 it began producing engines and transmissions. Since then, the company has experienced great growth and expansion in the world, offering a wide range of vehicles. Today, it is one of the most popular and recognized car brands in the world. In one of its concessionaires located in the south of Sonora, Mexico, it is planned to carry out the accreditation of an internal audit, necessary for the corporate. In this audit, it is stated that all activities must be carried out in compliance with the quality parameters established by the company in all its concessionaires. For this, a process documentation is proposed and developed to ensure its correct operation in the post-sale area. This area gives you follow-up regarding the maintenance of the cars sold by it. With the process documentation, it was possible to accredit the audit required by the corporate, work instructions were developed that explain in detail the flow of actions to be followed in the different processes to comply with the quality points established by the company.