TECH Project Title: Customer Service management in automotive Industries Champion/Define Phase Date: 10/1/2014 Team member: Ponnappa Bheemaiah

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.

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

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.

Project Charter

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

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

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.

SIPOC Stakeholders

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

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.

Interview form (SWOT ANALYSIS)

SWOT Analysis

CTQ tree

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