VISVESVARAYA NATIONAL INSTITUTE OF TECHNOLOGY NAGPUR

MEASUREMENT OF SERVICE QUALITY IN AUTOMOBILE SERVICE CENTRE

DEPARTMENT OF INDUSTRIAL ENGINEERINGGUIDED BY:

DR. A.B ANDHARE

PRESENTED BY:K S S SANTOSH KUMARMT13IND015

CONTENTS

OBJECTIVES

PROBLEM STATEMENT

METHODOLOGY

PLAN OF EXECUTION

BRIEF METHOD DESCIPTION

BRIEF LITERATURE STUDY

REFERENCES

OBJECTIVES

To determine the most critical failure occurring in Maruti Cars.

To identify the problems that a customer face during after sales service.

To analyze the current service quality level of the Service Centre and do the root cause analysis using certain Statistical Tools.

PROBLEM STATEMENT

CRITICAL FAILURE ANALYSIS

• It is necessary to find out the most critical failure that may occur in an automobile based on its frequency of occurrence and various other factors . So, with the help of data obtained from Recall Campaign made by the company, we are able to identify the common types of failures and problems that come across in various models of the vehicle.

SERVICE QUALITY ANALYSIS

• Service quality is an essential aspect for any service provider, and automobile service industry is no exception. Here customers are much concerned about after sales service.

• The satisfaction/dissatisfaction of the customer has been measured using standard statistical tools, and an attempt has been made to find out reason(s) of dissatisfaction

METHODOLOGY

CRITICAL FAILURE ANALYSIS

Expert Opinion for determining Relative Importance of Criteria.

Pair wise Comparison Method for interpretation of Criteria weights in Muti Criteria Decision Making

Multi Attribute Decision Making Methods

Simple Additive Weighing (SAW)

Method

Weighted Product Method

(WPM)

Analytic Hierarchy

Process (AHP) Method

Technique for Order of

Preference by Similarity to Ideal Solution (TOPSIS)

SERVICE QUALITY ANALYSIS

SERVQUAL instrument

PPEQ (Picker Patient Experience Questionnaire).

STATISTICAL QUALITY ANALYSIS TOOLS

PROJECT EXECUTION PLAN

CRITICAL FAILURE ANALYSIS

Literature Review and Understanding of Methodologies

Collection of required Numeric data.

Obtaining the rating for the subjective criteria with the help of Experts.

Identify the weight of criteria by the use of comparative rating methods or expert opinion.

Application of various methodologies for determining the rankings of various alternatives

On the basis of Rankings, criticality of the failure is determined and is taken care in manufacturing and repairing of the part

SERVICE QUALITY ANALYSIS

 Use of Statistical tools to identify the department/ problem which the customers .

Root Cause Analysis of the problem.

Propose suitable suggestions to the management for improvement of customer feedback.

Literature Review and study of the work process of Automotive Service Centre.

Collection of random 100 customer feedback to identify service department loopholes.

PROJECT LOCATION DETAILS• MARUTI SUZUKI INDIA PVT LTD, Authorized Workshop , BHOPAL

BRIEF METHOD DESCIPTION

• BASICS CRITERIA OF DECISION MAKING TO BE USED IN PROJECT WORK:

• 1) Safety of passenger

• 2) Performance of Vehicle.

• 3) Comfort of passenger

• 4) Mean time to Repair

• 5) Cost of Repair/ Replacement of Part.

SUBJECTIVE

OBJECTIVE

The decision table shows alternatives, Ai (for i = 1, 2, ….. , N), attributes, Bj (for j = 1, 2, ….. , M), weights of attributes, wj (for j=1, 2, ….., M) and the measures of performance of alternatives, mij (for i= 1, 2, ….., N; j=1, 2, ….., M).

SIMPLE ADDITIVE WEIGHING(SAW) METHOD

Weighted Product Method (WPM)

Simple Multiple Attribute Rating Technique (SMART)

AHP (The Analytical Hierarchy Process)

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• AHP uses a hierarchical structure and pairwise comparisons.

• An AHP hierarchy has at least three levels:

1) the main objective of the problem at the top.

2) multiple criteria that define alternatives in the middle.(m)

3) competing alternatives at the bottom.(n)

Steps of AHP

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1) Criteria weighting must be determined using (m*(m-1))/2

pair wise comparisons.

2) Alternatives scoring using m*((n*(n-1))/2) pair wise

comparisons between alternatives for each criteria.

3) After completing pair wise comparisons AHP is just the

hierarchical application of SAW.

An example of using AHP method Selecting a new hub airport

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Scale of relative importance table

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• CI = (λmax - M) / (M - 1)

• CR = CI/RI

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LITERATURE REVIEW

RESEARCH TOPIC METHOD

D. Sameer Kumar, S. Radhika and K. N. S.Suman (2013), [6]

Finding Right Personnel for in Academic Institution

Various MADM Techniques: SAW, WPM,AHP, TOPSIS

Shofwatul ‘Uyun, Imam Riadi [9]

Scholarship Selection MADM Techniques

Eng U. Choo*, Bertram Schoner, William C. Wedley

Interpretation of Criteria Weights

Comparitive rating method

Mohammad ABDOLSHAH,Sina Sohrab NEJAD

Supplier Selection Problem

Fuzzy AHP and TOPSIS methods

] Rajnish Katarne Satyendra Sharma and Jayant Negi [1]

Measurement of Service Quality

Feedback Survey,Statistical graphs and FishBone Diagram

RESEARCH TOPIC METHODS

M. Sathish,R.N. Balamurugan,Surinder Nath Sharma,Dr. P. Karthikeyan, (2013), [2]

Customer Relationship Management in Automotive Workshop

KEY PERFORMANCE INDICES

Suhas S. Ambekar (2013)[4]

Service Quality Gap Analysis

RATER method, PPEQ

Dr. Arash Shahin (2011), [5]

Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services

SERVQUAL and SERVPERF model

REFERENCES• [1] Rajnish Katarne Satyendra Sharma and Jayant Negi

(2013) ,Measurement of Service Quality of an Automobile Service Centre, Proceedings of the 2010 International Conference on Industrial Engineering and Operations Management Dhaka, Bangladesh, January 9 – 10, 2010

•  [2] M. Sathish,R.N. Balamurugan,Surinder Nath Sharma,Dr. P. Karthikeyan, (2013), Customer Relationship Management In Car Service Industry With Reference To Car Dealers In Coimbatore, Journal of Business Management & Social Sciences Research (JBM&SSR) ISSN No: 2319-5614 Volume 2, No.6

• [3] Kamrul Ahsan (2013), Trend Analysis of Car Recalls: Evidence from the US Market, International Journal of Managing Value and Supply Chains (IJMVSC) Vol.4, No. 4, December 2013

• [4] Suhas S. Ambekar (2013), Service Quality Gap Analysis of Automobile Service Centers, IJRMBSS I ISSN No. : 2319-6998 I Vol. 1 I Issue 1 I Mar. 2013

• [5] Dr. Arash Shahin (2011), “SERVQUAL and Model of Service Quality Gaps:A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services”, Department of Management, University of Isfahan, Iran. 

• [6] D. Sameer Kumar, S. Radhika and K. N. S.Suman (2013), “MADM Methods for Finding The Right Personnel in Academic Institutions”, International Journal of u- and e- Service, Science and Technology Vol.6, No.5 (2013), pp.133-144

• [7] Proff. Arun Kanda , Project Selection,Education Technology Servives Centre Video Lecture, IIT Delhi.

• [8] Proff. Debjani Chakraborty, Multi Attribute decision Making Video Lecture, IIT Kharagpur

• [9] Shofwatul ‘Uyun, Imam Riadi, “A Fuzzy Topsis Multiple-Attribute Decision Making for Scholarship Selection”, TELKOMNIKA, Vol.9, No.1, April 2011, pp. 37~46 ISSN: 1693-6930

• [10] Eng U. Choo*, Bertram Schoner, William C. Wedley, Interpretation of criteria weights in multicriteria decision Making, Computers & Industrial Engineering 37 (1999) 527-541