- Identification of potentials within service processes.
- Discovery of avoidable waste within the service and workshop area respectively within the adjoining departments.
- Development of an action plan how to convert waste into profit.
- Increase customer satisfaction by higher quality of work.
- Increase of aftersales profitability.
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| - Effective working processes as the basis for a lasting success within aftersales.
- Getting to know mistakes as a chanceand principles of change management.
- Three productive employees(mechanics) will be observed by colleagues of other areas within the car dealership at two days, two times a day for 90 minutes. This discovers what hinders the mechanics from achieving a higher productivity.
- Only „non-productive“ times will be observed in detail as well as the interface to the parts& accessories area and service reception.
- Realise the differences between productive and non-productive work.
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