Aishwarya | Ajinkya D | Ayush C |

2017PGP07 | PGP024 | PGP018 |

Pranav K | Sindhura S | Shibraj B
PGP040 | PGP053 | 2016PGP110
1 Renault | Group 1
 Introduction

• Located in Mawblei, Madanitying

• Average Demand per day is 6-7 Cars
• Average Time to service each car is 2 hours
with washing being the bottleneck process
• Customer either waits or comes back to pick
the car
• Showroom, Workshop and Bodyshop
• Appointment dates are discussed with
customer and followed up constantly
• Vehicle and spares parts comes from Chennai
(Chennai – Delhi – Guwahati – Shillong)
• Total there are 26 employees in all the
Departments

2 Renault | Group 1
 Service Blueprint

Physical Diagnosis & Check In Diagnosis & Check In Waiting Service delivery
SC Entrance Parking Area Reception Refreshments Reception Exit gate
Evidence Area Area Lounge parking

Customer Drive to parking Explain problem to SA Agree to time & cost Provides his Verifies the belongings Settles the bill &
Arrive at SC Check IN Cosumes Drives out
Actions area F
& handover documents estimate preference & test drive with TA
D
check out
D
D Asks for SA processes and Security collects the
Security guides to Receptionist SA communicates the Serves the TA test drives with the
On Stage parking area informs the SA
SA makes the job card
details to the Customer
tea/coffee &
refreshments customer
gives the gate gate pass and opens
snacks pass barricade

Discusses with TA SA makes work card & Communicate Accounts person

Back Stage regarding the issues, gives job card, car to the order to prepares the bill & D
D time and cost estimates the floor controller the pantry F receipts
F

The floor incharge

F communicates to D F
mechanic. Mechanic Car details
Support Car details entered in Order is
repairs & gets spare entered in ERP
Activities ERP system prepared
parts, uploads the system
details & TA test drives,
parks the car

3 Renault | Group 1
 Ishikawa Diagram
DELAY QUALITY ISSUES
Improper
fitting of parts
Low Inventory
Warranty Processing Issues Unavailability of
Recommended Parts
Account and Billing Issues
LOW
CUSTOMER
SATISFACTION
No Visibility
Wastage of Time
Lack of Customer Unexpected Problems
Education
Need for Making
other Arrangements

PERCEPTION CONVENIENCE

4 Renault | Group 1
 Washing Bay Bottleneck

INSUFFICIENT BAYS

MANUAL WASHING

VISIBILITY

WASHING AUTOMATION

5 Renault | Group 1
 Inventory Issues

Fixed Period ordering

Spot Ordering
Classification
Currently fixed Frequently used
period ordering Spot ordering for components
critical and urgent
is followed Classification of
components
inventory on the Side Mirrors,
basis of demand Windshield, Diesel
and Engine etc. should
consumption be stocked

6 Renault | Group 1
 Insurance / Warranty Issues
Issues

Inspector related issue in terms of valuation of

Delay in getting repairs approved
claim

Claims rejected due to non disclosure Visibility

Recommendations

Gap Insurance (Guaranteed Asset Providing real time

Protection Insurance) updates to the
customer

7 Renault | Group 1
 Gap Model
Customer
Expectation
Gap 4:
Gap 5: • Propensity to
• Past service Overpromise – Timely
Experiences Customer Delivery
• Extent of personal Perception
Gap 1: needs
• Misinterpreta
tion of Front- Delivery External
line Specifications Communication
Employees Gap 3:
• Poor Employee-job fit and
Poor Technology-job fit Service
• Inappropriate supervisory Specifications
control system Gap 2:
• Perception of unfeasibility
Management • Inadequate task
Understanding standardization

8 Renault | Group 1
9 Renault | Group 1