This document discusses improvements made to the body and paint shop of Imperial Honda dealership. It notes issues like slow repair times, lack of KPI tracking, and low customer satisfaction previously. A plan was implemented to conduct audits, introduce SMART repairs for minor damages, provide training, optimize processes and track metrics. Results included faster repairs, lower costs, increased revenue and profits, higher customer retention and improving the dealership's ranking.

1. Imperial Honda Case Study Diptesh Subba 2008-09

4. The task before us Direct Identify thrust areas for the B&P Division + Identify the ideal product mix (value proposition for the differential offerings) + Identify loyalty building programmes which will ensure Quality traffic inflow Indirect Make our Customers Brand Advocate for 2K Provide a Quality Value Added Service

5. SWOT Analysis

8. Introduced Faster Products to improve efficiency Steps Body Shop Tracker Implemented Consistent Fast and Courteous Method of Payment Options Stock & Order Format MIS Vehicle Tracking Systems for managing fleets Emergency services Reduced Cycle Time Manpower Equipments Fast Repair Cell Implemented All ROs to be connected and always online Central monitoring and control Communiqué High quality and reliable communications at lowest costs Training Calendar Freezed Fully owned RPL network Technology Driven Controls Satisfied Imperial Honda

11. Post Implementation of Body Shop Improvement Plan Results Quality Audit Commercial Audit

12. Fast Repair Concept (S.M.A.R.T)

13. Target Customer Insurance Companies Fleet or Leasing Companies B & P Repair Customer Types Vehicle Owner/Private Customer New Car Scratch Repair in Short Turnaround Time

17. Minor body Repairs Tinkering Spot Repair and Painting ( Supported by latest Dent Pulling Equipments) ( Supported by ICI Paints)

18. B&P Shop Flow Reception Damage Inspection/Estimation Part Disassembly Frame Repair Paint Mixing Panel Repair Surfacer Final Painting Drying Polishing Reassembly Final Inspection Washing Delivery Putty shaping Masking

19. Reception and Estimation Waiting for Service Conduct B & P Repair Final Inspection Heavy Damage Parking Damage Inspection Washing Space Smooth Operation Waiting for Delivery

20. Customer arrival/ Estimation Waiting for customer/ Insurance approval Inspection by Insurance company Appraisal Paint Scheduling Appointment in B&P Shop Parts availability Production L/T Technician availability Major process of appointment in B&P Shop is to : ‘’ Manage the B&P repair units after estimation approval’’

21. An incoming customer survey was conducted on all the service vehicles for minor dents or kissing scratches

22. Reception and Damage Inspection Provide estimation Based on Honda Standard Remove customer Doubt of “tricky repair” On be-half of customer Negotiate with the Insurance company Remove customer image of “hard to repair” Offer free estimation and follow up Maintain communication and updated database During Reception Merit Offer courtesy car Increase customer satisfaction

27. Estimation Quarter Panel Replacement Labor Cost : Total time value x Labor rate Paint type : 2P (2 Coat Pearl) Extra : Body sealant and rustproof wax

29. Paint Cost : ( Total time value x Labor rate ) + Material Cost Estimation

30. Estimation Overall Estimation Process (Conduct by B&P Shop Estimator/Surveyor) Verifying vehicle details Conduct Paint Audit at Inspection bay Preparing Estimate Assessing Damage Taking Photograph Determining repair method Calculate total repair cost Estimate sheet Correction Check the items on estimation sheet

31. Real Case Study Body & Paint FRC Results at Imperial Honda

34. Customer Education Affordable Price Fast and Quality Job Higher Revenue and Profit Drastic Reduction in the input Paint Cost Effect of Modified Paint Process Implementation by ICI The consumables cost to spot labour ratio is decreased by 54% after Implementation. BEFORE AFTER

36. Spot Repairing Method- Repairing only the spot 60% of cost and 38% of time is saved by the process without considering insurance time ! 2hrs 45 mins 255 Total 50 m 110 4. Spot painting and drying process (50ml) 90 m 75 3. Surface preparation (putty 30g, primer 25 ml ) 10 m 40 2. Dent removal process (with dent pulling machine) 15 m 30 1. Paint stripping and dry sanding process Time Cost Flow chart (Activities)

37. Customer Education Affordable Price Fast and Quality Job Higher Revenue and Profit BEFORE AFTER Impressive growth in Revenue and Profits

40. Thank You !