Implementación y estandarización de procesos de capacitación de servicio postventa de concesionarios para vehículos pesados

This paper pesents the implementation and standardizationof after-sales service training processes for automotive dealers with the help of the Bizagi method (BPMN), in the workshop area of a company in Medellín, through the analysis that was carried out during the process. that is provided in the area, conducting an interview of the current situation through field research, to determine the problems, their causes and effects; In addition, the difficulties focused on the lack of support areobserved through training for personal and work growth, then the biggest problems that affect the different activities and tasks of after-sales services are identified