TECH 50800 Project Title:Customer Service management in
automotive industries Improve Phase Date: Team member: Ponnappa
Bheemaiah
Slide 3
Brief Review of Project Charter
Slide 4
SIPOC
Slide 5
Voice of the Customer Analysis Before taking up this project
the complaint was a reactive customer voice. In this process we
apply proactive customer voice analysis
Slide 6
CTQ Tree(s)
Slide 7
Process Map New car concern Service manager Service advisor
Service techniciansTest drive Problem Sorted out Vehicle Delivered
To customer No Yes No Yes
Slide 8
Process Observation Worksheet
Slide 9
Checksheet
Slide 10
Spaghetti Diagram
Slide 11
Data Collection Bar chart showing the data collection
Slide 12
Graphs T test, value of p=0.0388 Hence Clock time and task time
are closely related.
Slide 13
TECH508 Analyze Step
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TECH508 Improve/Implement Step Solution matrix
Slide 15
Pilot implementation plan
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TECH508 Control Step 1. Standardized process improvements New
car concern Service advisor Service technicians Test drive Problem
Sorted out Vehicle Delivered To customer No Yes Final check/
Inpector
Slide 17
Control Plan
Slide 18
Diffusion Plan
Slide 19
TECH508 Conclusions 1. Root cause was analyzed for customer
dissatisfaction using six sigma tools. 2. Tools used increases the
effectiveness and the efficiency of the service process. 3.
Improvement in the service quality. 4. Improves customer loyalty to
the company. 5. Improvement in service quality index.