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Presented by: Aamir Sohail
Designation: BMCS
Department: Jhelum Service Centre
Dawlance, Reliable Hai !
Objective
KPI Score Achievement KPI month wise score achievement
Spare Parts Sale Month wise comparison with last Year
Family wise analysis
How we achieved benchmark
Warranty Cost Analysis to identify the grey factor
which is hitting warranty cost
Way forward to improve this KPI
ELEMENT DESCRIPTION WTYTD Achievement
Parts Sales 15 14.2
Reduction in Show room cases All products
10 3.1
25% increase in (CSI ) 10 9.4
Service Trade Satisfaction Index
10 11.1
Same day Completed 10 11.3
Warranty Cost Reduction 10 3.5
Service Customer Satisfaction Index
10 11.0
Profitability in Rs from Spare Parts Sales
5 4.5
Spare parts demand planning increase by 15 % from LY
5 3.3
SCR 5 2.2
Timely Closing of complaints 5 4.1
AOP Loss 5 4.5
TOTAL 100 82.2
As shown in KPI Score achievement : Cash Part sale in my
Satisfactory area & Warranty Cost is my weak area.
So my ongoing presentation will be focused on these 2 KPI elements
Jhelum 14-15 15-16 GOLY
YTD Achieved % 59% 76% 22%
Part Sales Achievements (Before Initiatives)
88%81% 81%
29%
17%
91%82% 81%
33%
95%
0%
20%
40%
60%
80%
100%
120%
July Aug Sep Oct Nov
14-15
15-16
Bench Mark
(July-15 to Nov-15)
Part Family Wise Analysis (Before Initiatives)
Part Name 15-16 14-15 GOLY
Compressor 1403 1255 11%
Copper Tube (KG) 2528 137 95%
Gas R-134 (Cylinders) 274 176 36%
Gas R-22 (Cylinders) 84 0 100%
Thermostat 378 420 -11%
(July-15 to Nov-15)
-20%
0%
20%
40%
60%
80%
100%
Compressor Copper Tube(KG)
Gas R-134(Cylinders)
Gas R-22(Cylinders)
Thermostate
11%
95%
36%
100%
-11%
GOLY
GOLY
How can we achieve our benchmark in part sales ?
Major Reasons Identified:
•Weak Trade Incentive scheme• Weak Part Sales Portfolio • Part Dealer Merchandising• Insufficient Part Range • Need to add more part dealers in network
Increase In Product Range
New Part Dealer Activation
Part Dealer Merchandizing
Improve Part Dealer Incentive
Initiatives
New Induction of Part Dealer in Network
Branch 14-15 15-16
Jhelum 5 10
CWS / FRN is motivated as part dealers
Customer Name C.Year YTDLast.Year
YTD
GOLY
(%age)
Mazhar Cooling Center (GJT
- JHE) - CWS5,140,355 1,275,605 302.97%
Raja Cooling Center CWS 769,853 86,078 794.37%
Increase in Product Range / Family wise sale
95%
96%
97%
98%
99%
100%
CompressorLVS
CompressorWanbao
Copper Tube(KG)
100% 100%
97%
GOLY
GOLY
• Part Dealer Merchandizing • Improving Part Dealer Incentive
Description Slab Qty 14-15 15-16 Inc. %
Compressor 450 75 90 10%
R-134a 600 165 218 16%
Copper (kg) 2000 0 35 100%
Results of Initiatives in month of Dec-15 onwards
Target Achievement % boost at 79% in YTD from 76%
GOLY also improves from 20% to 21%
MonthTarget Cash
Part Sales (Net)Total Ach. MTD
Ach. %age
MTD
LY Ach. (Same
month)GOLY (%age)
Dec-15 3,180,159 3,228,569 102% 3,055,566 5%
Jan-16 3,066,582 3,100,671 101% 1,727,679 44%
Feb-16 3,407,313 771,219 23% 3,063,945 -55%
Mar-16 4,088,776 4,242,780 104% 3,345,653 27%
91%82% 81%
33%
95% 102% 101%
23%
104%
79%
23%18%
32%
4%
79%
5%
44%
-54%
26%
21%
-50%
0%
50%
100%
150%
200%
GOLY (%age)
Ach. %age MTD
Rewards & Celebrations
2nd Best Branch Announced by Head Office in Best Branch Competition Dec-15
Warranty Cost Increasing Trend (comparison with LY)
19%
82%
4%
53%
77%
157%
28%
50%
0%
20%
40%
60%
80%
100%
120%
140%
160%
180%
July Aug Sep Oct Nov Dec Jan TOTAL
Increasing Trend vs LY
As shown in comparison that my warranty cost increased up to avg. 50 % than last year.
So my further slides will highlight the root cause of increase in warranty cost
Jhelum 14-15 15-16Increasing Trend vs LY
Compressor issuance share in
warranty
July409,291 487,010
19% 57%
Aug 485344881,344
82% 55%
Sep508,376 526,177
4% 56%
Oct 440311674,207
53% 51%
Nov 218238386,672
77% 77%
Dec 183093470,841
157% 52%
Jan293,510 374,959
28% 53%
TOTAL 25381643801211 50% 56%
Drill Down Analysis (Warranty compressors)
Warranty Cost Major Factors 15-16 14-15 Increasing Trend
Warranty Compressor issuance
599 373 61%
Warranty Gas charging 737 532 39%
As shown in last slide : 50% Warranty cost increased than Last year. If we drill down it then it shows that 61 % Compressor failure & 39% Gas charging having share of this increase.
188
286
Secop compressor Failure ratio
14-15
15-16
If we further drill down then it
shows that SecopCompressor
failure covers 50% of total compressors
If we survive by Secop failure
Total Warranty
cost 15-16
SecopIssuance
Secop Share %
3801211 1064339 28%
Warranty Gas charging Analysis
Comparison of TOP 5 Faults in Warranty 15-16 Compressor suction line Ratio (15-16)
0
200
400
600
800
Total WarrantyGas Charging 15-
16
Compressorsuction line
Share % ofsuction line
broken
737
22330%
Further Drill down (TSO wise analysis)
Factor TSO 14-15 15-16
Compressor Issuance Warranty
Branch 59 78Franchise 73 103CWS 241 418TOTAL 373 599
Gas Charging Warranty
Branch 64 138Franchise 73 76CWS 411 523TOTAL 548 737
Training conducted for improvement
Hard Skills
Refresher of R-134 Gas charging Vacuum pump checking & maintenance Fault diagnosing & Compressor replacement
Feedback sent to Warranty section specifically regarding Compressor suction line broken cases
Implementation of compressor verification system through warranty department
Strict to all CWS that they must take approval from branch for compressor replacement
Ensured 100 % faulty drier receiving from CWS in case of gas charging in warranty
Ensured barcode tracking on faulty driers especially current manufacturing units.
Compressor verification system implemented via Warranty department
Results of Corrective actions in month of Jan-Feb-March 16
Danfoss compressor failure ratio decrease after corrective actions
Decrease in Suction line cases after corrective actions