Quality and continuous improvement in digital services through a website 11 5

Abstract

Nowadays, digital transformation has become a fundamental tool for improving service quality and strengthening customer relationships. This project presents the development of a website for an automotive repair workshop, designed with the purpose of optimizing customer service through a quality and continuous improvement approach within knowledge management. The platform integrates various functions such as online appointment scheduling, image galleries, product and service catalogs, as well as organized information about the workshop and its service processes. The implementation of these digital tools allows communication with customers to become faster and more efficient, reducing waiting times and providing a more accessible service experience. In addition, the website facilitates information management and the storage of relevant data, enabling the knowledge generated within the workshop to be organized, updated, and used to continuously improve service processes. The project also takes as reference continuous improvement and quality principles inspired by models such as the PDCA cycle (Plan, Do, Check, Act), which help constantly evaluate the platform’s performance and identify areas for improvement. Through this approach, the project seeks to increase customer satisfaction and strengthen the business’s competitiveness in an increasingly digital environment. In conclusion, the integration of web technologies into automotive services not only modernizes customer service, but also promotes knowledge management, operational efficiency, and continuous improvement, which are essential elements for providing high-quality digital services.