1. Service Center Process Visualization Solution

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

3. 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

4. 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

5. Architecture

6. How it works?
Process flow shall be defined

7. 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

8. 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

9. 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

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

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

12. 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

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

14. How it works?

15. 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