VISVESVARAYA NATIONAL INSTITUTE OF

TECHNOLOGY NAGPUR
MEASUREMENT OF SERVICE QUALITY IN AUTOMOBILE SERVICE CENTRE

DEPARTMENT OF INDUSTRIAL ENGINEERING

GUIDED BY:
DR. A.B ANDHARE
PRESENTED BY:
K S S SANTOSH KUMAR
MT13IND015

CONTENTS
OBJECTIVES
PROBLEM STATEMENT
METHODOLOGY
PLAN OF EXECUTION
BRIEF METHOD DESCIPTION
BRIEF LITERATURE STUDY
REFERENCES

OBJECTIVES
To determine
the most critical
failure
occurring in
Maruti Cars.

To identify the
problems that a
customer face
during after
sales service.

To analyze the
current service
quality level of
the Service
Centre and do
the root cause
analysis using
certain
Statistical Tools.

PROBLEM STATEMENT
CRITICAL FAILURE ANALYSIS

SERVICE QUALITY ANALYSIS

It is necessary to find out the

most critical failure that may
occur in an automobile based on
its frequency of occurrence and
various other factors . So, with
the help of data obtained from
Recall Campaign made by the
company, we are able to identify
the common types of failures and
problems that come across in
various models of the vehicle.

Service quality is an essential

aspect for any service provider,
and automobile service industry
is no exception. Here customers
are much concerned about after
sales service.
The satisfaction/dissatisfaction
of the customer has been
measured using standard
statistical tools, and an attempt
has been made to find out
reason(s) of dissatisfaction

METHODOLOGY

CRITICAL FAILURE ANALYSIS

Multi Attribute Decision Making Methods

Simple Additive
Weighing (SAW)
Method

Weighted Product
Method (WPM)

Analytic
Hierarchy Process
(AHP) Method

Technique for Order

of Preference by
Similarity to Ideal
Solution(TOPSIS)

Pair wise Comparison Method for interpretation of Criteria weights in Muti

Criteria Decision Making
Expert Opinion for determining Relative Importance of Criteria.

SERVICE QUALITY ANALYSIS

SERVQUAL instrument
PPEQ (Picker Patient Experience
Questionnaire).
STATISTICAL QUALITY ANALYSIS TOOLS

PROJECT EXECUTION PLAN

CRITICAL FAILURE ANALYSIS

Literature Review and Understanding of Methodologies

Collection of required Numeric data.
Obtaining the rating for the subjective criteria with the help of Experts.
Identify the weight of criteria by the use of comparative rating methods or expert
opinion.
Application of various methodologies for determining the rankings of various
alternatives
On the basis of Rankings, criticality of the failure is determined and is taken care in
manufacturing and repairing of the part

SERVICE QUALITY ANALYSIS

Literature Review and study of the work process of Automotive Service Centre.
Collection of random 100 customer feedback to identify service department loopholes.

Use of Statistical tools to identify the department/ problem which the customers .
Root Cause Analysis of the problem.
Propose suitable suggestions to the management for improvement of customer
feedback.

PROJECT LOCATION DETAILS

MARUTI SUZUKI INDIA PVT LTD, Authorized Workshop , BHOPAL

BRIEF METHOD DESCIPTION

 BASICS CRITERIA OF DECISION MAKING TO BE USED IN PROJECT WORK:

1) Safety of passenger
2) Performance of Vehicle.

SUBJECTIVE

3) Comfort of passenger
4) Mean time to Repair
5) Cost of Repair/ Replacement of Part.

OBJECTIVE

The decision table shows alternatives, Ai (for i = 1, 2, .. , N), attributes, Bj (for j

= 1, 2, .. , M), weights of attributes, wj (for j=1, 2, .., M) and the measures of
performance of alternatives, mij (for i= 1, 2, .., N; j=1, 2, .., M).

SIMPLE ADDITIVE WEIGHING(SAW) METHOD

Simple Multiple Attribute Rating Technique (SMART)

Weighted Product Method (WPM)

AHP (The Analytical Hierarchy Process)

AHP uses a hierarchical structure and pairwise comparisons.
An AHP hierarchy has at least three levels:
1) the main objective of the problem at the top.
2) multiple criteria that define alternatives in the middle.(m)
3) competing alternatives at the bottom.(n)

17

Steps of AHP
1) Criteria weighting must be determined using (m*(m-1))/2
pair wise comparisons.
2) Alternatives scoring using m*((n*(n-1))/2) pair wise
comparisons between alternatives for each criteria.
3) After completing pair wise comparisons AHP is just the
hierarchical application of SAW.
18

An example of using AHP method

Selecting a new hub airport

19

Scale of relative importance table

20

21

22

23

 CI = (max - M) / (M - 1)
CR = CI/RI

25

LITERATURE REVIEW

RESEARCH TOPIC

METHOD

D. Sameer Kumar, S.
Radhika and K. N. S.Suman
(2013), [6]

Finding Right Personnel for

in Academic Institution

Various MADM Techniques:

SAW, WPM,AHP, TOPSIS

Shofwatul Uyun, Imam

Riadi [9]

Scholarship Selection

MADM Techniques

Eng U. Choo*, Bertram

Schoner, William C. Wedley

Interpretation of Criteria
Weights

Comparitive rating method

Mohammad
ABDOLSHAH,Sina Sohrab
NEJAD

Supplier Selection Problem

Fuzzy AHP and TOPSIS

methods

] Rajnish Katarne Satyendra

Sharma and Jayant Negi [1]

Measurement of Service
Quality

Feedback Survey,Statistical
graphs and FishBone
Diagram

RESEARCH TOPIC

METHODS

M. Sathish,R.N.
Customer Relationship
Balamurugan,Surinder Nath Management in Automotive
Sharma,Dr. P. Karthikeyan,
Workshop
(2013), [2]

KEY PERFORMANCE
INDICES

Suhas S. Ambekar (2013)[4]

Service Quality Gap Analysis

RATER method, PPEQ

Dr. Arash Shahin (2011), [5]

Service Quality Gaps: A

Framework for Determining
and Prioritizing Critical
Factors in Delivering Quality
Services

SERVQUAL and SERVPERF

model

REFERENCES

[1] Rajnish Katarne Satyendra Sharma and Jayant Negi (2013) ,Measurement of
Service Quality of an Automobile Service Centre, Proceedings of the 2010
International Conference on Industrial Engineering and Operations Management
Dhaka, Bangladesh, January 9 10, 2010
[2] M. Sathish,R.N. Balamurugan,Surinder Nath Sharma,Dr. P. Karthikeyan,
(2013), Customer Relationship Management In Car Service Industry With
Reference To Car Dealers In Coimbatore, Journal of Business Management &
Social Sciences Research (JBM&SSR) ISSN No: 2319-5614 Volume 2, No.6
[3] Kamrul Ahsan (2013), Trend Analysis of Car Recalls: Evidence from the US
Market, International Journal of Managing Value and Supply Chains (IJMVSC)
Vol.4, No. 4, December 2013
[4] Suhas S. Ambekar (2013), Service Quality Gap Analysis of Automobile
Service Centers, IJRMBSS I ISSN No. : 2319-6998 I Vol. 1 I Issue 1 I Mar. 2013

 [5] Dr. Arash Shahin (2011), SERVQUAL and Model of Service Quality Gaps:A
Framework for Determining and Prioritizing Critical Factors in Delivering Quality
Services, Department of Management, University of Isfahan, Iran.
[6] D. Sameer Kumar, S. Radhika and K. N. S.Suman (2013), MADM Methods for
Finding The Right Personnel in Academic Institutions, International Journal of uand e- Service, Science and Technology Vol.6, No.5 (2013), pp.133-144
[7] Proff. Arun Kanda , Project Selection,Education Technology Servives Centre
Video Lecture, IIT Delhi.
[8] Proff. Debjani Chakraborty, Multi Attribute decision Making Video Lecture, IIT
Kharagpur
[9] Shofwatul Uyun, Imam Riadi, A Fuzzy Topsis Multiple-Attribute Decision
Making for Scholarship Selection, TELKOMNIKA, Vol.9, No.1, April 2011, pp.
37~46 ISSN: 1693-6930
[10] Eng U. Choo*, Bertram Schoner, William C. Wedley, Interpretation of criteria
weights in multicriteria decision Making, Computers & Industrial Engineering 37
(1999) 527-541