- Discovery of inefficiency within the whole service process chain
- Service employees realise improvement potential
- Service employees realise the reasons for repeat repairings
- Service employees eliminate the reasons for repeat repairings
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| - Observation of service processes from order acceptance to vehicle delivery to the customer
- Analysis of workshop cards concerning completeness and explanatory power
- Realisation of non-productive times
- Audit of workshop orders versus workshop invoices
- ABC analysis of repair types
- Analysis of complaints and their origin
- Action plans
- to optimise the single steps of service processes
- to reduce non-productive times
- to eliminate repeat repairings
- to increase the internal process communication
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