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Technological advances in the automotive industry have surpassed the training of mechanical workshop personnel. This research addresses this issue at “The Experts” Workshop, where the need was identified to increase service quality from 75% to 90% and to train 100% of the collaborators in new technologies.
The objective was to design an improvement proposal to optimize service, increasing attention to modern vehicles by 15% and boosting monthly regular customers by 20%. The methodology, descriptive in nature, was based on interviews with the owner and collaborators, complemented by documentary analysis.
Results show that operational efficiency is the key metric for business health, correlating technical training with reduced warranty work. In the discussion, these findings are contrasted with Solera (2026), reaffirming that diagnostic accuracy is the primary predictor of customer loyalty in the automotive sector.
It is concluded that strategic management requires implementing productivity and quality indicators. Comprehensive staff training and the systematic measurement of metrics such as satisfaction and response time are fundamental to achieving the stated objectives.
