Innovative Strategies for Implementing Swift Customer Service in Metalworking Companies

Quispe-Rosado D.; Ferrer-Jimenez M.; Salas-Castro R.; Alvarez J.C.; Lepore R. · Proceedings of the 2025 IEEE 5th International Conference on Advanced Learning Technologies on Education and Research, ICALTER 2025 (2025) · DOI: 10.1109/icalter69698.2025.11355088

Resumen

The metalworking sector is vital for global economic growth and employment. However, the pandemicinduced cost-cutting measures in Argentina have led to extended after-sales service response times, often exceeding complaint resolution deadlines. In Argentina's metallurgy sector, the average complaint response time stands at 17 days, surpassing the 1 0-day legal limit. This issue is exacerbated by frequent regulatory oversight and potential sanctions for poor complaint management. To gain a competitive edge, it's crucial to streamline processes hampered by bottlenecks, often stemming from ineffective communication with customers and other departments, along with the absence of standardized procedures for recurring issues. Despite limited literature on metallurgy sector after-sales services, this study proposes implementing Kanban and work standardization within a Kaizen framework in a plow disc manufacturing firm. The aim is to reduce customer complaint response times, with the primary goal of achieving a 30% reduction. In conclusion, implementing these methodologies can significantly enhance customer complaint resolution in the metallurgy sector, fostering greater customer satisfaction and adherence to legal regulations.

Instituciones: Universidad Peruana de Ciencias Aplicadas