TECH Project Title:Customer Service management in automotive industries Improve Phase Date: Team member: Ponnappa Bheemaiah

Brief Review of Project Charter

SIPOC

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

CTQ Tree(s)

Process Map New car concern Service manager Service advisor Service techniciansTest drive Problem Sorted out Vehicle Delivered To customer No Yes No Yes

Process Observation Worksheet

Checksheet

Spaghetti Diagram

Data Collection Bar chart showing the data collection

Graphs T test, value of p= Hence Clock time and task time are closely related.

TECH508 Analyze Step

TECH508 Improve/Implement Step Solution matrix

Pilot implementation plan

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

Control Plan

Diffusion Plan

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.