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Organisation Background
Organogram
System description
Operations
Problems identified
Improvement suggested
Future plans
Quick scan audit
ORGANIZATION BACKGROUND
Founded in 1969, as a small garage for cars
Family run business
Presently two brothers running the business
Mr. Balasaheb, Partner, joined in 1978 runs Maruti
Service Centre.
Mr. Rane, Partner runs Non-Maruti Service Centre.
Revamp of the shop in 1990s.
Maruti Authorized Service center since 2000.
An established Service Centre in Lonavala.
SERVICES OFFERED
Car service
Wash Service
Car repairs
Road assistance during Breakdown (24 x 7)


SERVICE CENTRE SETUP
Location on Old Pune-Mumbai Highway
~2 Kms from Mumbai-Pune Expressway
Area 3500 sqft
Office room
Car Service Bays- 4 Nos
Water wash Area 1
Mechanical Lift 2 Nos, Hydraulic Lift 1 Nos
Store room

EXISTING LAYOUT
OLD MUMBAI PUNE HIGHWAY
TOOLS CUM
STORES
ROOM
OFFICE &
STORES
WATER WASH SERVICE BAY
SERVICE BAY
(NON-
MARUTI
CARS)
SERVICE
AREA
ORGANOGRAM
Mr. Rane,
Partner (Others)
Mr.Balasaheb Rane,
Partner (Maruti)
Mrs. Rane
Store management &
reporting
Electrician 1 no Mechanic 8 No Trainee 1 no.
BUSINESS FACTS
Lone player in Lonavala
Largely dependent on floating customers
Sufficient manpower available
Capacity of approx. 150 cars/month
Committed customer service
Turnover ~ Rs. 2 Lacs p.m.
Business is so far profitable
Online marketing (Just Dial / Maruti Online)
Timely delivery of vehicles- Avg. Service Duration of
3 Hours
Round the clock service
Excellent customer relationship
Lives up to customer expectations




CUSTOMER SATISFACTION
INVENTORY LEVEL
Adequate inventory is maintained at store
Arranges special spares as and when required

TEAM WORK & MOTIVATION
Workers loyal to the Employer
Employers involvement in the shop floor found
commendable.
Employees motivated with Bonuses and
Performance incentives.
No labour unions
Worker absenteeism efficiently managed
Timely training for employees
FUTURE PLANS
Ambitious to setup a new larger service centre on
Mumbai-Pune Expressway

Expansion of existing facility, post resolution of
internal issues

PROBLEMS IDENTIFIED
Limited capacity to cater future demand
Limited marketing
Poor HSE management
No visual management system
No customer reception area
Unorganized workshop
Poor housekeeping
Shabby inventory storage
Serviced vehicles not removed in time
Customer feedback is not available

SUGGESTIONS
Expansion as per proposed layout
Effective space utilization in line with process flow
Signboards on Expressway
Provide conducive working atmosphere for employees.
Display signage for space identification
Provide Customer lounge, improved amenities
Train workers for housekeeping
Index the storage for easy retrieval
Reduce Employee Idling
Issue timely reminders for removal of serviced vehicles
Customer feedback is to be recorded and learning to be
implemented in future operations
PROPOSED LAYOUT
Service Bay-
1
Service Bay-
2
Water
wash
bay
Wheel
balancing
/
alignment
bay
MUMBAI PUNE HIGHWAY
FIRST FLOOR ( OFFICE SPACE + STORES + CUSTOMER LOUNGE)
Service
Bay-3
Blueprint of existing delivery
system
Random
Vehicle
receipt
Vehicle
inspection
Manual Job
card
preparation
Service
Validation by
Customer
Billing Delivery
Blueprint of proposed delivery system
Organized
Vehicle
receipt
Vehicle
inspection
Job card
preparation
Service
Validation by
Customer
Computerized
Billing
Delivery
Quick Scan Audit
S.No Parameter Yes No
1 Is the customer well received and attended to?
2 Is the Visual Signage proper?
3 Is the inventory store indexed?
4 Is the layout of the plant is as per process flow?
5 Is the manpower effectively utilized?
6 Are the responsibilities demarcated clearly?
7 Are the employees satisfied?
8 Are the workers trained adequately?
9 Are EHS policies being adopted?
10 Is there a schedule for maintenance, delivery?
Quick Scan Audit
S.No Parameter Yes No
11 Is the documentation proper?
12 Is there automation in the process?
13 Is customer feedback recorded?
14 Are the QMS certifications displayed?
15 Is the housekeeping in order?
16 Do you have repetitive customer?
17 Are the reworks frequent?
18 Is the plant capacity fully utilized?
19 Is the inventory available on time?
20 Have you assess the customer base?

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