Reduction of delays in rim repairs using Lean Service tools in an automotive workshop in Lima

The automotive sector has represented a support to the economy during the first months of 2021; however, problems caused by repair delays caused a loss of potential customers. Currently, customer demand is focused on the acquisition of good quality services, low cost and reduced execution times. The high competitiveness in this sector is due to micro and small companies, which do not escape the aforementioned challenges. Through the review of the literature, different studies of the processes of the automotive sector were found; however, there are few articles where the Lean Service methodology is used. Due to this, this study seeks to provide data and information that demonstrate that it is feasible to achieve favorable results with the implementation of Lean Service tools in the automotive sector. This research applies tools such as 5S and Kanban with which an improvement in the level of service is mainly expected through the repair of wheel rims in an automotive workshop that presents delays in the deliveries of the repaired items. The most relevant result is the reduction of the lead time of the process, as well as the increase in the level of service. Managing to exceed the optimal average value of 92.2% of deliveries on time. These improvements could serve as an application model for other automotive services that are seeking to improve the service provided to the customer.