Optimización de procesos y satisfacción del cliente: caso riders

Abstract

This study aims to analyze the maintenance processes and their impact on customer satisfaction at Rider's. A descriptive and exploratory approach was used for this research, detailing the operational processes through a flowchart and analyzing customer perceptions via surveys. The target population consisted of the store's customers, with a sample of 50 customers who used the maintenance service in the last quarter. The results indicated issues with time allocation, lack of standardization in workflow processes, and inefficient communication with customers, leading to dissatisfaction. As an improvement proposal, process reengineering was suggested, focusing on optimizing technician allocation, implementing a real-time notification system for customers, and establishing stricter quality control. This restructuring seeks to improve operational efficiency and increase customer satisfaction.