The document discusses a study of the service blueprint at M&M Car Service station. It identifies key stages in the car service process, including pre-service, service, and post-service. It also analyzes the types of services offered, facility details like service bays and time estimates versus actual times. The blueprint maps the customer journey and identifies bottlenecks like washing. It evaluates the service quality dimensions and scopes for improvement such as tracking vehicle status and introducing check sheets.
a project report on MAHINDRA & MAHINDRA . Here you will get all the data of product of MAHINDRA & MAHINDRA. made by me , best helpful for BBA student forn intership report.
Two-Wheeler Market, Consumer Behaviour And Marketing StrategiesViraj Hegde
Analytical Study Of Two-Wheeler Market, Consumer Behaviour And Marketing Strategies (Sample Space: - Pimpri-Chinchwad) for BBA
- Conduct Field Surveys by selecting a sample size & space of two-wheeler users
- Study primary and secondary data sources to understand consumer psychology
- Detailed Analysis of the data collected
- Examining existing and forecasting future marketing trends that would influence the two-wheeler buyers
a project report on MAHINDRA & MAHINDRA . Here you will get all the data of product of MAHINDRA & MAHINDRA. made by me , best helpful for BBA student forn intership report.
Two-Wheeler Market, Consumer Behaviour And Marketing StrategiesViraj Hegde
Analytical Study Of Two-Wheeler Market, Consumer Behaviour And Marketing Strategies (Sample Space: - Pimpri-Chinchwad) for BBA
- Conduct Field Surveys by selecting a sample size & space of two-wheeler users
- Study primary and secondary data sources to understand consumer psychology
- Detailed Analysis of the data collected
- Examining existing and forecasting future marketing trends that would influence the two-wheeler buyers
COMPANY OVERVIEW:
• History of Hero Motocorp
• Mission, Vision and Objectives of Hero Motocorp
• Milestones of Hero Motocorp
• Organizational Structure of Hero Motocorp
• Product line of Hero Motocorp
• Major competitors of Hero Motocorp
Corporate governance at hero motocorp
Social responsibility at hero
Ethical practices at hero
Environmental analysis
Strategy formulation
Corporate strategies
Important strategic move of hero motocorp
Competitor analysis
The automobile industry in India in 2017 and 2018
Industry profile
sales and growth of automobiles in India and in world
In detail about the auto industry in India in 2017
the share of different cars and car models in India
different cars and originated countries
domestic automakers in India
Service Station Improvement Suggestion.PptAiMSRoyaL
A little about me:ahmed.m.alattas@gmail.com
If you would like to start new warehouse or you would like to take advantage of my work please Contact me .
COMPANY OVERVIEW:
• History of Hero Motocorp
• Mission, Vision and Objectives of Hero Motocorp
• Milestones of Hero Motocorp
• Organizational Structure of Hero Motocorp
• Product line of Hero Motocorp
• Major competitors of Hero Motocorp
Corporate governance at hero motocorp
Social responsibility at hero
Ethical practices at hero
Environmental analysis
Strategy formulation
Corporate strategies
Important strategic move of hero motocorp
Competitor analysis
The automobile industry in India in 2017 and 2018
Industry profile
sales and growth of automobiles in India and in world
In detail about the auto industry in India in 2017
the share of different cars and car models in India
different cars and originated countries
domestic automakers in India
Service Station Improvement Suggestion.PptAiMSRoyaL
A little about me:ahmed.m.alattas@gmail.com
If you would like to start new warehouse or you would like to take advantage of my work please Contact me .
Increasing Call Center Effectiveness with First Call ResolutionUpstream Works
First call resolution is the home run of call center measurements, but most people still don't do a very good job of understanding it and measuring it in an actionable way. This presentation will give you an introduction to the concepts and soem ideas for how you can start to measure things.
These slides all have recorded webinars with more detail. Feel free to contact me at Upstream Works for access.
• An achievement-oriented professional with over 6 years of rich experience in Vehicle Testing, Quality Assurance, Operations & Maintenance, and Vehicle Audits
• Gained expertise in conducting process audits & product quality audits as well as controlling different mechanical elements inspection & testing processes
• Skilled in developing quality assurance plans & inspection plans for various Mechanical components from automobile sector components
• Hands-on experience in Assembly, Squeak & Rattle, and Roller & Brakes
• Implemented Kaizen in KIA Motors Corporation, Nigeria
• Got Best Road Test Associate certificate by durability Test Engineer from German Trainer while working with BMW India Pvt. Ltd.
• Skilled in managing process improvements and quality related activities involving resource planning, in-process inspection and co-ordination with internal departments
• Received training on United vehicle assembly plant various brands like (KIA, Skoda, General Motors) in Kazakhstan
Services Procurement - SOWs Best PracticesPeopleFluent
PeopleFluent’s Vendor Management System (VMS) helps organizations effectively and efficiently manage their entire non- employee workforce as well as service categories such as Statement of Work (SOW) and ID management. When utilized as part of the PeopleFluent Mirror™ Suite of talent management applications, total workforce visibility can be achieved. Ranked as a ‘Leader” in both VMS and SOW capabilities by Forrester Research, our contingent workforce management solution drives operational efficiencies, superior budget control, improved cost savings and ensures adherence to compliance requirements when managing contingent workers.
In this original webinar by RTA, Jan Smith shares insights on how every fleet, regardless of size, can control costs and reduce expenses without compromising on service, quality or reliability.
Key takeaways include:
-How tracking the core measures of your fleet – even the “little things” – can impact your bottom line
-Best practices for managing preventive maintenance, parts, warranties, fueling and more
-An inside look at shop productivity
Originally presented: February 25, 2015
Speaker: Jan Smith, Vice President - Implementation, RTA
For more information, visit www.rtafleet.com.
A presentation by Mr Gideon Neethling (Golden Arrow Bus services) at the Transport Forum SIG 14 July 2016 hosted by Standard Bank in Cape Town, South Africa.
The theme for the event was: "RTMS - Industry Best Practice and Standards". The topic of the presentation was: "Passenger transport case study"
it's not pitching decks.
it's an start-up design of my idea.
it's about developing ecosystem for car maintenance so user have ease to take care their beloved car.
it's only mechanics+spare-part marketplace with user-centrist approach.
contact me for details.
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. Types of Services
Free Service
Paid Service
Running Service
Introduction Facility
Service
Blueprint
Bottlenecks Quality Conclusion
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. • 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. 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
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. 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. 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. 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.