Universidad Politécnica de Tapachula

“Innovación y tecnología al servicio de la sociedad”

Nombre del alumno – Matricula

Carlos Aimar Ochoa Ramirez - 213014

Materia
Ingles VIII

Cuatrimestre / periodo escolar

8vo (Enero - Abril 2024)

Unidad – Tema
Unidad 1. Procesos y Manuales

Nombre de la práctica / proyecto

Elabora Un Informe De Estancia Práctica

Tipo de Evidencia
EP2

Plan de estudios
Ing. En Sistemas Automotrices

Docente:
Mtro. Mario Enrique Ruiz Sánchez

Lugar y Fecha:
Tapachula de Córdova y Ordoñez, Chiapas a 30 de enero del 2024
 Abstract
This report details my experience during Stay II carried out at the facilities of the
BAIC automotive agency, located in Tapachula, Chiapas. During this period,
significant challenges were faced related to customer satisfaction, the organization
of service orders and the punctuality in the delivery of units. Within the framework of
this stay, the project "Observe and Propose Improvement in the Quality of Service
to Customers with their Vehicles" was carried out. The project has provided an
exceptional opportunity to put into practice the theoretical knowledge and skills
acquired during my studies, integrating theory and application in a real business
environment.

BAIC (Beijing Automotive Industry Group Co., Ltd.) is a leading automotive company
based in Beijing, China. Since its founding in 1958, BAIC has become one of the
leading automobile manufacturers in China and has established a global presence
in the automotive industry over the years. The company operates in various areas,
including the manufacturing of passenger cars, commercial vehicles, electric
vehicles and automotive components. The company has focused on technological
innovation and sustainability, seeking to advance electric mobility and reduce the
carbon footprint in its industry.

The problem identified was directly related to the low rating in customer service
satisfaction, the lack of organization in the management of service orders and the
delay in the delivery of units. These issues were negatively impacting the agency's
image and client perceptions, requiring intervention to improve operational efficiency
and client experience.

The goal is to contribute to the continued growth and success of the BAIC agency
as far as it is concerned. Likewise, close collaboration with the BAIC agency made
it possible to identify substantial areas of improvement in customer satisfaction and
operational efficiency.
 As I did?
Throughout stay II, the implementation of quality proposals was based on the
information given by Engineer Luis Fernando Marroquín de León, Service manager.
They told me that they were experiencing low customer satisfaction with the quality
provided at the BAIC, the reception and delivery of units was a bottleneck, there
were no standard procedures (Control) that established operational speed, this was
due to the lack of organization of service orders. The treatment of customers was an
important issue, so I proposed to the members (Workshop Manager and
Technicians) that they apply the following points:

1. Show empathy for the buyer's needs.

2. Have an agile and, above all, decisive service.

3. Anticipate possible problems that may arise.

4. Clear, fluid and concise communication.

5. Offer a personalized experience.

6. That the client has the feeling of having received excellent service.

Based on this, there was coverage for the realization of:

• HOE Improvement Proposal “Welcome Process”

• Quality proposal “Operational Procedure”

• Make a visual representation using tracking lines on the Inspection Times”

• Representation of Quality Control in the Repair Process

• Create proposal for Procedures for the Delivery of Units

 How did I distribute my time?
I distributed it through a Work Plan (Schedule) which was a planning tool that
graphically represented time in relation to tasks and resources. This gave me a clear
view of when activities should start and end, and can help identify
interdependencies, bottlenecks and priorities. Its importance lies in the ability to offer
a structured and orderly overview of the events or activities that must be carried out.
With this in mind, make my “Schedule” where it will be shown later.

Work Plan with Schedule

ACTIVITIES. FIRST WEEK SECOND WEEK THIRD WEEK

Start of stay.
IDENTIFY CUSTOMER SERVICE
QUALITY PROBLEMS

CREATE WELCOME PROCESS HOE

ORDERING OF SERVICE SHEETS

SUPPORT TO THE UNIT

RECEPTION AREA

PROPOSAL FOR PROCEDURES IN

THE DELIVERY OF UNITS
 Results / Products Obtained and Discussion
The overall solution to improve the quality of customer service at the BAIC
automotive agency was to implement a series of proposals and strategies focused
on customer satisfaction and operational efficiency. These strategies were
addressed by carrying out a HOE “Welcome Process”, making known the quality
concepts that intervene with clients (Technical Skills), the organization of service
orders. and a proposal for delivery procedures with the units.

Specific Solution 1:

To meet this objective, it was proposed to carry out the following actions:

An automotive service manager must have a combination of technical and soft skills
to be able to perform their job effectively. Some of the skills proposed were:

• Leadership skills: You must be able to lead and motivate your work team to achieve
established objectives.

• Communication skills: You must be able to communicate effectively with your work
team, suppliers and clients.

• Problem solving skills: Must be able to identify and resolve problems quickly and
effectively.

• Technical Knowledge: Must have technical knowledge of vehicles and repair and
maintenance processes.

• Planning and organizational skills: Must be able to plan and organize workshop
work effectively.

• Customer Service Skills: Must be able to provide exceptional customer service and
maintain long-lasting, meaningful relationships with customers.

Specific Solution 2:

For this objective, the national quality standards of all automotive brands were
investigated; based on this, the HOE “Welcome Process” was carried out on how to
receive the customer (treatment) with their vehicle. The proposal given was a
success, the manager commented that he will follow up on it, since he also
supported the preparation of the document.

Specific Solution 3:

To achieve this, a visual (Pictoral) representation was made using tracking lines on
the inspection times with the proposal of using mobile carts to obtain better work
times. All this thanks to the support of the manager, the technicians and research in
reliable sources (Google academic) where the most appropriate routes and
movements were compiled.

Specific Solution 4:

To achieve this objective, the research into quality standards was also taken as a
basis, but now in the delivery of the units (how to deliver them).
 Conclusions
Quality customer service is a cornerstone in the structure of any company. Since
time immemorial, consumers have sought to be treated with respect, efficiency and
empathy, demanding not only a quality product but also an enriching shopping
experience. With the exponential growth of competition in the market, companies
must work even harder to retain and satisfy their customers. A bad experience can
divert a potential or existing customer to your competition in a matter of minutes.

The terms defined in the theoretical framework, such as quality, service, customer,
customer service, and quality of service, clearly establish the standard that a
company must strive to achieve to be considered high quality in customer service.
These concepts, supported by academic authorities on the subject, serve as a guide
and reference for companies seeking to improve their performance in this area.

The quality service characteristics mentioned emphasize not only the need for an
excellent product or service, but also the importance of interpersonal qualities, such
as honesty, empathy, observation skills, and analytical skills. These characteristics
are crucial for personnel who are in direct contact with customers, as they determine
the quality of the customer-company interaction.

Personal testimony about the implementation of quality strategies and tools in an

automotive agency illustrates the practical applicability of these theoretical concepts.
Tools, such as schedule, procedure charts, wireframes/maps, and 5'S, served as
valuable resources to improve workflow, efficiency, and customer satisfaction in the
agency environment.

The implementation of the 5'S methodology, in particular, proved to be especially

effective. This Japanese management technique, which focuses on creating and
maintaining organized, clean and effective work areas, contributed significantly to
improving the appearance, functionality and efficiency of the automotive workshop.
By following the 5'S principles, the agency was able to ensure not only greater
productivity, but also better customer perception.
The practical experience at the BAIC automotive agency is a testament to how
theory can be applied in the real world. Improvement proposals based on empathy,
anticipation, communication and personalization are vital to increase customer
satisfaction.

In general, the imperative need to prioritize quality in customer service in today's

business world. Companies that ignore this imperative risk losing customers and
business opportunities. Those that adopt it and integrate it into their daily operations
have the opportunity to prosper and stand out in the market.
 LISTA DE COTEJO PARA INFORME DE CARÁCTER TÉCNICO
(ESTANCIA PRÁCTICA)

C1- EP2: LISTA DE COTEJO: INFORME

“ 2019, Año del Caudi l l o del Sur , Emi l i ano Zapat a”

DE ESTANCIA
COORDINACIÓN DE INGENIERÍA EN SO FTWARE
C hia p a s a 29 d e a b ril d e 2019
UNIVERSIDAD POLITÉCNICA DE ________________________
M TRO (A). DEL PLAN DE ESTUDIO S DE ING ENIERIA EN SO WFTWARE
UNIVERSIDAD PO LITÉC NIC A DE TAPAC HULA
P R E S E N TE ASIGNATURA : INGLÉS VIII
Programa Académico: Periodo cuatrimestral:
Ingenieria
Por medio de en Sistemas
la presente le hago Automotrices
una atenta invitación para asistir aEnero - Abril 2024
una reunión
Profesor: Mario
ubicada enEnrique
la sedeRuiz Sanchez
centro
Fecha: 30de
de docentes el dia martes 02 de mayo en las instalaciones de la sala de
de esta Universidad, en punto / 01las
/ 2024
12:00 hrs.
juntas

Nombre del Alumno: Carlos Aimar Ochoa Ramirez

Orden del día establecido:
Matrícula: 213014 Grupo: A
Título: 1. Pase de lista
Analysis
2. Cierre and
deProposals for Improvement
cuatrimestre in the Carpeta
ene-abr 2019. Quality of Customer
final. Service
3. Inicio de cuatrimestre may-ago 2019. INSTRUCCIONES
4. Proyectos académicos por cuatrimestre.
5. Homologación de plan 2017 a plan 2018
Revisar los documentos o actividades que se solicitan y marque en los apartados “SI”
6. Participación en el 6to Simposio Internacional Innovación Tecnológica para
cuando la evidencia a evaluar se cumple; en caso contrario marque “NO”. En la columna
el desarrollo de la Ingeniería.

“OBSERVACIONES” ocúpela cuando tenga que hacer comentarios referentes a lo

7. Puntos de acreditación.
8. Asuntos generales.
observado
Valor del CUMPLE
Característica
Sin mas por el momento quedo deaustedes
cumplir agradecida, esperando contar
Observación
con su
reactivo
valiosa presencia. SI NO

Puntualidad en la entrega del informe.

0%
Ate nta m e nte
(Requisito).
“Innova c ión y te c nología a l se rvic io de la soc ie da d”

Portada: Nombre de la escuela (logotipo),

Carrera, Asignatura, Profesor, Alumnos,
5%
M C . Va neMatrícula, Grupo, Lugar y fecha de entrega.
_____________________________________________
ssa Be na vide s G a rc ia
(Requisito).
C oordina dor de la Inge nie ría e n Softwa re
Unive rsida d Polité c nic a de Ta pa c hula

Estructura del informe. Introducción ,objetivos

4ª Ave nid a Sur N° 2, Colo nia Ce ntro e ntre Ave nida Ce ntra l y 2ª Ca lle Ponie nte . Ta p a c hula , C hia p a s. C .P. 30700

de la Estancia Práctica, descripción

Conm deutalador: 01 962 64 2 57 31; 11 8 41 14; 11 8 37 69
empresa/institución (información general), www.uptapachula.edu.mx

30% descripción de actividades de la Estancia

Práctica, evaluación de la Estancia Práctica,
conclusiones , recomendaciones y referencias.

Lineamientos de formato APA/IEEE u otro

5% especificar:________

20% Uso correcto de elementos gramaticales.

20% Ortografía.

Uso correcto de vocabulario mínimo requerido y

20% especializado.

100% CALIFICACIÓN: