Análisis de los KPI’s de posventa del concesionario Honda de la ciudad de Girardot, Cundinamarca. Año 2020-2021
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Date
2022-12-10
Authors
Sáenz Tapia, Mónica Andrea
Morales Leguízamo, Linda Carolina
Advisors
Quiroga Rojas , Diego Edison
Jara Ochoa, Jaidi Yanid
Editors
Journal Title
Journal ISSN
Volume Title
Publisher
Corporación Universitaria Minuto de Dios
Type
Thesis
Rights
Atribución-NoComercial-SinDerivadas 2.5 Colombia
Abstract
Los KPI´s son un indicadores, que ayudan a medir la gestión financiera, comercial y social para cualquier organización, en este caso se analizaron los KPI´s de posventa del concesionario “Supermotos de Girardot SAS” y, mediante un enfoque mixto, se logró recabar la información suficiente para analizar las variables relacionadas con los KPI’s del concesionario para de esta forma identificar el impacto, positivo o negativo, sobre los resultados financieros de la empresa; dando como resultado una baja fidelización y baja retención en las revisiones preventivas que tiene el cliente para poder otorgar la garantía de su vehículo; la pandemia generada por el virus Covid19 fue una de las principales causantes del impacto negativo en los indicadores relacionados con las ventas de mostrador, taller y terceros y, por ende, de la disminución de los ingresos del taller.
The KPIs are indicators that help to measure financial, commercial and social management for any organization. In this case, the after-sales KPIs of the dealer "Supermotos de Girardot SAS" were analyzed and, through a mixed approach, they were managed to gather enough information to analyze the variables related to the dealer's KPIs in order to identify the impact, positive or negative, on the company's financial results; resulting in low loyalty and low retention in the preventive reviews that the client has to be able to grant the guarantee of his vehicle; The pandemic generated by the Covid19 virus was one of the main causes of the negative impact on the indicators related to counter, workshop and third-party sales and, therefore, the decrease in workshop income.
The KPIs are indicators that help to measure financial, commercial and social management for any organization. In this case, the after-sales KPIs of the dealer "Supermotos de Girardot SAS" were analyzed and, through a mixed approach, they were managed to gather enough information to analyze the variables related to the dealer's KPIs in order to identify the impact, positive or negative, on the company's financial results; resulting in low loyalty and low retention in the preventive reviews that the client has to be able to grant the guarantee of his vehicle; The pandemic generated by the Covid19 virus was one of the main causes of the negative impact on the indicators related to counter, workshop and third-party sales and, therefore, the decrease in workshop income.
Description
Es un documento donde se analizan los KPI’s de posventa del Concesionario Honda de la ciudad de Girardot, Cundinamarca Año 2020-2021
Keywords
Indicadores, Posventa, Fidelización, Ingresos, Inventarios, Facturación, Post-sale, Loyalty, Inventories, Income, Billing.