Study Of Service Blueprint at M&M Car service station
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