TECH 50800 Project Title: Customer Service management in automotive Industries Champion/Define Phase...
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TECH 50800 Project Title: Customer Service management in automotive Industries Champion/Define Phase Date: 10/1/2014 Team member: Ponnappa Bheemaiah
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Transcript of TECH 50800 Project Title: Customer Service management in automotive Industries Champion/Define Phase...
- Slide 1
- Slide 2
- TECH 50800 Project Title: Customer Service management in automotive Industries Champion/Define Phase Date: 10/1/2014 Team member: Ponnappa Bheemaiah
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- Affinity Diagram It is a green Belt Project. 8 senior service advisors who have at least 5 years of experience were called for a meeting. They were given 10 min to write down all customer complaints for the new car which has not run more than 500 km on a post it notes. The complaints were then grouped on the basis if the problem can be solved within 2 days.
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- TECH508- Champion Step Project selection matrix: Based on the above matrix Car radio and Turbo oil leakage and horn was selected for six sigma project
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- Project Identification Based on the project selection matrix, the service advisors feel that it is difficult to solve the turbo oil leakage, car radio and the car horn issues within 2 days according to company norms. Hence, six sigma will be applied to these issue so that the problems are solved within 2 days.
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- Project Charter
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- Project team Project owner: General manager of the automotive service branch in Bangalore, India Front line staff: Service Advisors (8) Data Analyst Customer relationship Executive Total members in the team : 11
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- Ground rules Attendance : Attendance to all meeting is compulsory Participation: Be more interactive Interruption: No interruption during meeting unless emergency with permission of general manager Preparation: All participants must come prepared for the meeting Timeliness: All given tasks must be completed on time
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- Project charter review After every meeting the project has to be reviewed in order to check if we are on track. As project charter is a living document, document might need to be improvised.
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- SIPOC Stakeholders
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- Voice Of Customer Analysis Before taking up this project the complaint was a reactive customer voice. In this process we apply proactive customer voice analysis
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- VOC data collection In this project the data collection is been done by the customer relation executive. The interview questions are asked for SWOT analysis.
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- Interview form (SWOT ANALYSIS)
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- SWOT Analysis
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- CTQ tree
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- End