2. TECH 50800 Project Title : Customer service management in automotive industries Measure Phase Date:29/10/2014 Team member: Ponnappa Bheemaiah

3. Brief Review of Project Charter

4. SIPOC Stakeholders

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

6. CTQ Tree(s)

7. Process Map Customer drives to service centre New car concern Service manager Service advisor Service techniciansTest drive Problem Sorted out Vehicle Delivered To customer No Yes No Yes

8. Checksheet

9. Process Observation Worksheet

10. Spaghetti Diagram

11. Data Collection Bar chart showing the data collection