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Car service station stu

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Car service station stu

  1. 1. Study Of Service Blueprint at M&M Car service station
  2. 2. Introduction Facility Service Blueprint Bottlenecks Quality Conclusion Agenda Of Presentation
  3. 3. Stages of Car Service Pre Service • Service Initiation • Vehicle Movement • Receptionist Interaction • Waiting Room Service • Service Advisor Interaction • Service waiting period Post Service • Car Delivery • Final delivery • Follow up Introduction Facility Service Blueprint Bottlenecks Quality Conclusion
  4. 4. Types of Services Free Service Paid Service Running Service Introduction Facility Service Blueprint Bottlenecks Quality Conclusion
  5. 5. 10 • Free Services 6 • Paid Services 9 • Running Services • Number of Lift Bays16 • Number of ordinary bays6 • No of Washing bays2 Introduction Facility Service Blueprint Bottlenecks Quality Conclusion
  6. 6. • Engine oil Change : 10-15 Mins • Oil Filter Change-5-10 Mins • Minor Repairs- 15 Mins • Washing & Cleaning – 25-30 Mins • Ideal Total Time- 45-60 Mins • Actual Time Taken- 150 Mins Introduction Facility Service Blueprint Bottlenecks Quality Conclusion 15 4 5 2 4
  7. 7. PHYSICAL EVIDENCE Service Centre Entrance Parking Area Reception Service Check In Area Visitor Parkin g Service Check in Area Service Delivery Parking Waiting Room Service Delivery Area Food Accurate Bill CUSTOMER ACTIONS Line of Interaction Arrive @ Service Centre Drive to Visitor Parking Check -In Give Docs to SA, Explain problem Test Drive with TA Agree to cost & time estimate Verify Belonging & job card Eat Check Vehicle Check out & Leave ONSTAGE CONTACT PERSON Guard Instructs to Parking Area Receptionis t directs to SA Guides to TA SA makes job card Ask For Refresh ments Deliver Food Process Check Out Line Of Visibility BACKSTAGE CONTACT PERSON SA Validates Documents & TA Test Drive SA makes work order, gives job card, car to Floor In charge Take Refresh ments Order Line of Internal Interaction SUPPORT PROCESS Prepare Refresh ments Mechanic repairs on Bay, get spare parts, upload details & TA Test Drive Registratio n System Registrat ion System F F F F F Introduction Facility Service Blueprint Bottlenecks Quality Conclusion
  8. 8. Introduction Facility Service Blueprint Bottlenecks Quality Conclusion Engine Oil Change Oil Filter Change Minor Repair Washing and Cleaning 15 25 30 60 Gantt Chart Activity Time in minutes
  9. 9. Introduction Facility Service Blueprint Bottlenecks Quality Conclusion Bottleneck Activity : Washing Proposed Solution:  Increase the no of washing Bays to 4  Increase the no of washers  Among the skilled workers, only a few selected workers have knowledge of repair of XUV 500.  Spares are not readily available, time wasted in procuring from small retailers.  Time estimate is not properly assessed by service advisor.  Shortage of Staff  Shortage of service bays. Other Problems Identified
  10. 10. Car Service Industry – Service Quality Dimensions •Promised Delivery •Service centers are known to contact customers quoting that their vehicles will be serviced on time. Reliability •Confidence & Trust •At service centers main source of assurance is Service Advisor, his knowledge and interactions which inspires trust from customers Assurance •Physical Cues •Signage, Parking ,Customer Amenities and Facility itselfTangibles •Importance •Mostly assessed by Interactions between the organizations and customer at all levels Empathy •Willingness To Serve •Refers to changes done to the organizations to address the customer needs like – extended hours, Pick & Drop etc Responsiveness Introduction Facility Service Blueprint Bottlenecks Quality Conclusion
  11. 11. Service Quality Dimensions – Mahindra Service Performance Analysis •Reliability is high. Most of vehicles are delivered on time. •Instances where spare part were not available resulted in delayed deliveries Reliability •Employees at front end were assuring in interactions. •Service Advisors take time estimates from technical advisors and floor in charge, in some instances there were gap in communication Assurance •Facility infrastructure is good. •Lack of space in visitor parking area, Waiting lounge is well maintained and served. Tangibles •Interaction levels are high with availability of multiple channels •Facility to book an appointment for the service, check for updates. Empathy •Pick and drop Service, Highway Assistance •Although they work in extended hours but they have upper cap on number of vehicles registered for service and few times walk- in customers are denied service Responsiveness Introduction Facility Service Blueprint Bottlenecks Quality Conclusion
  12. 12. Introduction Facility Service Blueprint Bottlenecks Quality Conclusion Scopes of Improvement  A system of tracking the status of vehicle during service stages can be introduced like Blue Dart Courier services .This will help in reduction of customer anxiety hence better customer satisfaction.  Identity card check system should be introduced before and after the service process to ascertain delivery of car to right person.  A check-sheet should be introduced which must be countersigned by the customer while checking the belongings in car.  The process of reminding the customer about due date of service should be automated.

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