Barrier analysis
to the commitment to continuous improvement in after sales service in the automotive industry
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This paper analyzes the barriers to commitment to continuous improvement (CM) in a recognized company in the automotive industry in Ecuador, in order to understand what are the reasons that contribute to this current problem of this type of companies, where the staff does not contribute openly to meet the objectives, and improve their processes continuously. The research was an integrated study in two automotive service centers in Quito, Ecuador. The integrated unit of analysis was the total population of employees and managers of an organization. Data were collected through questionnaires and...
This paper analyzes the barriers to commitment to continuous improvement (CM) in a recognized company in the automotive industry in Ecuador, in order to understand what are the reasons that contribute to this current problem of this type of companies, where the staff does not contribute openly to meet the objectives, and improve their processes continuously. The research was an integrated study in two automotive service centers in Quito, Ecuador. The integrated unit of analysis was the total population of employees and managers of an organization. Data were collected through questionnaires and semi-structured interviews. The results were triangulated. Reliability and validity procedures were used to increase the confidence levels of the results. The research showed that there are barriers in employees' initiative to maintain a commitment to continuous improvement and development in companies, which should be overcome in order to implement an efficient quality system.
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