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Authors
Advisor(s)
Abstract(s)
Nos dias de hoje, o serviço de Após Venda tem-se tornado cada vez mais importante para o
cliente no ato de compra de uma viatura. A escolha do veículo não se restringe apenas à
qualidade, design ou valor. Essa escolha depende também dos serviços de Após-Venda, tais
como a disponibilidade de peças e serviços, assim como o período de garantia de fabricante.
Uma das grandes adversidades que as oficinas de reparação automóvel enfrentam no seu diaa-
dia, é não conseguirem corresponder à procura por serviços, e por vezes uma má gestão das
baias produtivas pode levar a grandes perdas de rentabilidade do espaço. Tal como nas baias,
o agendamento de serviços e a atribuição dos técnicos para as tarefas do dia pode gerar
também perdas de rentabilidade. Estas perdas, em alguns dos casos poderão gerar
descontentamento por parte do cliente, uma vez que uma má gestão do tempo leva por vezes
ao adiamento de serviços, o que causa na grande parte das ocasiões, insatisfação.
Com o mercado automóvel cada vez mais competitivo, procura-se assim com a presente
dissertação otimizar todo o serviço de Após Venda da Caetano Auto Gaia, desde o fator
humano, até à utilização das baias produtivas. Com este estudo, procurar-se-á identificar
problemas na rotina oficinal, implementar melhorias nos processos produtivos dos
colaboradores da oficina, assim como otimizar o uso das baias produtivas. Por fim, recorrer-seá
à análise e projeção de resultados e as principais conclusões que podemos tirar sobre a
implementação de um plano de ação.
Nesta sequência, esta dissertação surge da oportunidade de otimizar o desempenho da
Caetano Auto Gaia, concessionária da marca Toyota e pertencente ao Grupo Salvador Caetano.
Para a revisão bibliográfica da tese, foi efetuada uma pesquisa aprofundada em sites de artigos
científicos, entre os quais Science Direct® Web Of Science® e ResearchGate®, e efetuadas as
respetivas referências bibliográficas presentes na plataforma Microsoft® Word.
Nowadays, the After-Sales service has become increasingly important for customers when buying a car. The choice of the vehicle is not just about quality, design or value. That choice also depends on After-Sales services, such as the availability of parts and services, as well as the manufacturer's warranty period. One of the biggest adversities that workshops face on a day-to-day basis is not being able to meet the demand for services, and sometimes poor the management of production bays can lead to major losses in profitability. As with the bays, the scheduling of services and the allocation of technicians to the day's tasks can also generate losses in profitability. In some cases, these losses can lead to customer dissatisfaction, since poor time management sometimes leads to the postponement of services, which often causes dissatisfaction. With the car market becoming increasingly competitive, this dissertation seeks to optimise the entire after-sales service at Caetano Auto Gaia, from the human factor to the use of the bays. This study will seek to identify problems in the workshop routine, implement improvements in the production processes of the workshop's employees and optimise the use of the production bays. Finally, we will analyse and project the results and the main conclusions we can draw about the implementation of an action plan. This dissertation arises from the opportunity to optimise the performance of Caetano Auto Gaia, wich is a dealer belonging to Toyota and Grupo Salvador Caetano. For the bibliographical review of the thesis, an in-depth search was carried out on scientific article websites, including Science Direct® Web Of Science® and ResearchGate®, and the respective bibliographical references were made in the Microsoft® Word tool.
Nowadays, the After-Sales service has become increasingly important for customers when buying a car. The choice of the vehicle is not just about quality, design or value. That choice also depends on After-Sales services, such as the availability of parts and services, as well as the manufacturer's warranty period. One of the biggest adversities that workshops face on a day-to-day basis is not being able to meet the demand for services, and sometimes poor the management of production bays can lead to major losses in profitability. As with the bays, the scheduling of services and the allocation of technicians to the day's tasks can also generate losses in profitability. In some cases, these losses can lead to customer dissatisfaction, since poor time management sometimes leads to the postponement of services, which often causes dissatisfaction. With the car market becoming increasingly competitive, this dissertation seeks to optimise the entire after-sales service at Caetano Auto Gaia, from the human factor to the use of the bays. This study will seek to identify problems in the workshop routine, implement improvements in the production processes of the workshop's employees and optimise the use of the production bays. Finally, we will analyse and project the results and the main conclusions we can draw about the implementation of an action plan. This dissertation arises from the opportunity to optimise the performance of Caetano Auto Gaia, wich is a dealer belonging to Toyota and Grupo Salvador Caetano. For the bibliographical review of the thesis, an in-depth search was carried out on scientific article websites, including Science Direct® Web Of Science® and ResearchGate®, and the respective bibliographical references were made in the Microsoft® Word tool.
Description
Keywords
After sales Customer loyalty Lean thinking Productivity Human factor Key performance indicators Profitability Após venda automóvel Fidelização do cliente Baias produtivas Fator humano Indicadores chave de desempenho Rentabilidade