2. TECH 50800 Project Title:Customer Service management in automotive industries Improve Phase Date: Team member: Ponnappa Bheemaiah

3. Brief Review of Project Charter

4. SIPOC

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

8. Process Observation Worksheet

9. Checksheet

10. Spaghetti Diagram

11. Data Collection Bar chart showing the data collection

12. Graphs T test, value of p=0.0388 Hence Clock time and task time are closely related.

13. TECH508 Analyze Step

14. TECH508 Improve/Implement Step Solution matrix

15. Pilot implementation plan

16. 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

17. Control Plan

18. Diffusion Plan

19. 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.