Service Center Process Visualization Solution

Agenda Introduction Objectives Solution Architecture How it works? Process Flow Features and Benefits Discussion

Introduction What is visualization Benefits of visualization: Information visualization is the study of visual representations of abstract data to reinforce human cognition. The use of visualization to present information is not a new phenomenon. It has been used in maps, scientific drawings, and data plots for over a thousand years Common modern visualization: Charts Process visualization Benefits of visualization: Grab info faster (save human effort and time to build graph in mind background) Show information that is hard to see in abstract data

Objectives Avail accurate information on time for better control and problems elimination Display Information graphically for better readability Save workforce efforts to maximize productivity & utilization Reduce MUDA & lead time and increase capacity Sustain / improve current service operation level Add new analysis & KPIs ………… Enhance customers satisfaction

Architecture

How it works? Process flow shall be defined

How it works? Roles shall be defined including actions they can perform Each person to use the system shall be defined by his role (customer relations, service advisor, service controller, etc…) Users shall work on their computers connected to the network Each user shall be able to see vehicles related to his role only Example: Receptionist can see list of vehicles planned to arrive

How it works? Each user shall be able to perform his authorized actions only at correct time based on user role in predefined process flow Example: Service advisor record customer reception

How it works? Actions shall be logged and vehicle status shall be updated by date and time Delayed action shall warn then alarm users with different color

How it works? Users can record notes for a vehicle, note shall be logged and displayed to other users related to the vehicle

How it works? Note shall be logged and displayed to other users related to the vehicle

How it works? User can send message to other users, messages shall pop-up onto target user’s screen, target user should click the message to acknowledge reception, message shall be logged including sent and acknowledgement time

How it works? Common screens shall show vehicles / bays current status

How it works?

Features & Benefits Dynamic operation setup according to management requirements Enforce correct workflow as per standard process Enable management to monitor all locations centrally and online to identify irregularities Graphical interface for appointments management system Real time management for workshop capacity Early detection of delays causing customer dissatisfaction Productivity / capacity increase by saving users time and efforts: Minimize manual processes Paperless operations User actions time recording for: Users performance analysis & KPI Process analysis and continuous improvement Online remarks for each vehicle visible for all users and recorded in system database: Eliminate errors resulting from miscommunication Actions audit tracing reports Possibility to analyze problems using vehicle history logs