Study Of Service Blueprint at M&M Car service station

Introduction Facility Service Blueprint Bottlenecks Quality Conclusion

Agenda Of Presentation

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

Types of Services

Free Service

Paid Service

Running Service

Introduction Facility Service Blueprint Bottlenecks Quality Conclusion

10• Free Services

6• Paid Services

9• Running Services

• Number of Lift Bays 16• Number of ordinary bays6• No of Washing bays2

Introduction Facility Service Blueprint Bottlenecks Quality Conclusion

• 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

Technical Workman

Semi skilled workman

Electrician

Fitter/Denter

Washer

15

4

5

2

4

PHYSICAL EVIDENCE

Service Centre Entrance

Parking Area

Reception Service Check In Area

Visitor Parking

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

Receptionist directs to

SA

Guides to TA

SA makes job card

Ask For Refreshments

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 Refreshments Order

Line of Internal Interaction

SUPPORT PROCESS

Prepare Refreshments

Mechanic repairs on Bay, get spare

parts, upload details

& TA Test Drive

Registration System

Registration

System

F F

F

F F

Introduction Facility Service Blueprint Bottlenecks Quality Conclusion

Introduction Facility Service Blueprint Bottlenecks Quality Conclusion

Engine Oil Change Oil Filter Change

Minor RepairWashing and Cleaning

15 25 30 60

Gantt Chart

Activ

ity

Time in minutes

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

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 customersAssurance

• Physical Cues• Signage, Parking ,Customer Amenities and Facility itselfTangibles

• Importance• Mostly assessed by Interactions between the organizations and

customer at all levelsEmpathy

• Willingness To Serve• Refers to changes done to the organizations to address the customer

needs like – extended hours, Pick & Drop etcResponsiveness

Introduction Facility Service Blueprint Bottlenecks Quality Conclusion

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 deliveriesReliability

• 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

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.

Thank You