Analysis of the Variables that affects the Turnover in an E-commerce Aftermarket Initiative

The Automotive aftermarket is a secondary market that is part of the Automotive industry, attending the manufacturing, distribution, retailing and installation of vehicle parts, chemicals, equipment and accessories by the original equipment manufacturer (OEM). The strategy is focused in the understanding of the customer to build a brand loyalty, because is more expensive acquiring a customer than maintain it. Therefore, the satisfaction of the clients has a high value because it can result in a repeated purchase of the product. In This context the loyalty is important as much as the simple sale of the vehicle. The study was developed following the processes established for the role as an Intern, first, it is explain the context of the automotive market, trends and concepts to understand the automotive industry, it have been specified the worldwide state of the market, the European context and the Italy market. Similarly, the future challenges and opportunities for the automotive industry especially in the Aftermarket. The second chapter is focused in the Aftermarket industry, presenting the evolution of the sector, the agents involved, the description of the classification in authorized and independent channels, the structure of the spare parts market, the prospective and for last the regulation applicate to the industry. In the third chapter it will be described the structure of the analytics team, how the SpareParts services operates, what is the key data for the organization, the hierarchical structure of the team and the monitoring mechanism to evaluate the performance inside the project. In the fourth chapter, it will be explained the main activities realized during the internship and why this activity was important to the support at the intern of the project. The fifth chapter present a propose to improve the process of analytical data, it is perceived that the selection of repairer is a key factor that influence the performance of the project, for that reason it was proposed an evaluation of the different variables that are available, through a statistical model to find the relation between variables, this model could allow the precision in the analysis due to the knowledge about the impact from the variables involved in the project with an important variables like the turnover. For the proposal was constructed an exploratory analysis to identify valuable information from the data, it was evaluating each variable to find its principals characteristics to continue with the analysis was doing an outliers analysis. It has been evaluated the normality of the data, and it was applied a Cox Box transformation. Then, a regression model was constructed to explain the influence on the variable Turnover of the variables selected.