Model for Improving Post-sales Processes Applying Lean Thinking to Reduce Vehicle Delivery Times at an Automotive Company

  • Osben VizcarraEmail author
  • Fernando SoteloEmail author
  • Carlos RaymundoEmail author
  • Francisco DominguezEmail author
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 1026)


This paper proposes the application and implementation of the lean thinking methodology at a company dedicated to selling vehicles, spare parts, and post-sales services. For these purposes, tools such as process maps, flowcharts, indicators, system layout planning tools, and 5S implementation are used, supported by training sessions for process participants. As a result, customer complaints were reduced by 0.13% per month, and the number of work orders handled by the site increased by 0.38% per month. Moreover, a 0.32% increase in man/hour productivity was reported, leading to a 44.32% decrease in Duster vehicle delivery times.


Lean services 5S Methodology Operational performance Value stream mapping PDCA cycle 


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Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  1. 1.Ingeniería IndustrialUniversidad Peruana de Ciencias Aplicadas (UPC)LimaPeru
  2. 2.Dirección de InvestigaciónUniversidad Peruana de Ciencias Aplicadas (UPC)LimaPeru
  3. 3.Escuela Superior de Ingeniera InformáticaUniversidad Rey Juan CarlosMadridSpain

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