3. Stages of Car Service
Pre Service
• Service Initiation
• Vehicle Movement
• Receptionist Interaction
• Waiting Room
Service
• Service Advisor
Interaction
• Service waiting
period
Post Service
• Car Delivery
• Final delivery
• Follow up
Introduction Facility
Service
Blueprint
Bottlenecks Quality Conclusion
4. Types of Services
Free Service
Paid Service
Running Service
Introduction Facility
Service
Blueprint
Bottlenecks Quality Conclusion
5. 10 • Free Services
6 • Paid Services
9 • Running Services
• Number of Lift Bays16
• Number of ordinary bays6
• No of Washing bays2
Introduction Facility
Service
Blueprint
Bottlenecks Quality Conclusion
6. • Engine oil Change : 10-15 Mins
• Oil Filter Change-5-10 Mins
• Minor Repairs- 15 Mins
• Washing & Cleaning – 25-30 Mins
• Ideal Total Time- 45-60 Mins
• Actual Time Taken- 150 Mins
Introduction Facility
Service
Blueprint
Bottlenecks Quality Conclusion
15
4
5
2
4
7. PHYSICAL
EVIDENCE
Service
Centre
Entrance
Parking
Area
Reception Service
Check In
Area
Visitor
Parkin
g
Service
Check in
Area
Service
Delivery
Parking
Waiting
Room
Service
Delivery
Area
Food Accurate
Bill
CUSTOMER
ACTIONS
Line of
Interaction
Arrive @
Service
Centre
Drive to
Visitor
Parking
Check
-In
Give Docs
to SA,
Explain
problem
Test
Drive
with TA
Agree to
cost &
time
estimate
Verify
Belonging
& job
card
Eat
Check
Vehicle
Check
out &
Leave
ONSTAGE
CONTACT
PERSON
Guard
Instructs
to Parking
Area
Receptionis
t directs to
SA
Guides
to TA
SA makes
job card
Ask For
Refresh
ments
Deliver
Food
Process
Check
Out
Line Of
Visibility
BACKSTAGE
CONTACT
PERSON
SA
Validates
Documents
& TA Test
Drive
SA makes work
order, gives job
card, car to
Floor In charge
Take
Refresh
ments
Order
Line of Internal
Interaction
SUPPORT
PROCESS
Prepare
Refresh
ments
Mechanic repairs
on Bay, get spare
parts, upload
details
& TA Test Drive
Registratio
n System
Registrat
ion
System
F F
F
F F
Introduction Facility
Service
Blueprint
Bottlenecks Quality Conclusion
9. Introduction Facility
Service
Blueprint
Bottlenecks Quality Conclusion
Bottleneck Activity : Washing
Proposed Solution:
Increase the no of
washing Bays to 4
Increase the no of
washers
Among the skilled workers, only a few selected workers have knowledge of
repair of XUV 500.
Spares are not readily available, time wasted in procuring from small
retailers.
Time estimate is not properly assessed by service advisor.
Shortage of Staff
Shortage of service bays.
Other Problems Identified
10. Car Service Industry – Service Quality Dimensions
•Promised Delivery
•Service centers are known to contact customers quoting that their
vehicles will be serviced on time.
Reliability
•Confidence & Trust
•At service centers main source of assurance is Service Advisor, his
knowledge and interactions which inspires trust from customers
Assurance
•Physical Cues
•Signage, Parking ,Customer Amenities and Facility itselfTangibles
•Importance
•Mostly assessed by Interactions between the organizations and
customer at all levels
Empathy
•Willingness To Serve
•Refers to changes done to the organizations to address the customer
needs like – extended hours, Pick & Drop etc
Responsiveness
Introduction Facility
Service
Blueprint
Bottlenecks Quality Conclusion
11. Service Quality Dimensions – Mahindra Service Performance Analysis
•Reliability is high. Most of vehicles are delivered on time.
•Instances where spare part were not available resulted in
delayed deliveries
Reliability
•Employees at front end were assuring in interactions.
•Service Advisors take time estimates from technical advisors and
floor in charge, in some instances there were gap in
communication
Assurance
•Facility infrastructure is good.
•Lack of space in visitor parking area, Waiting lounge is well
maintained and served.
Tangibles
•Interaction levels are high with availability of multiple channels
•Facility to book an appointment for the service, check for
updates.
Empathy
•Pick and drop Service, Highway Assistance
•Although they work in extended hours but they have upper cap
on number of vehicles registered for service and few times walk-
in customers are denied service
Responsiveness
Introduction Facility
Service
Blueprint
Bottlenecks Quality Conclusion
12. Introduction Facility
Service
Blueprint
Bottlenecks Quality Conclusion
Scopes of Improvement
A system of tracking the status of vehicle during service stages can be introduced like Blue Dart Courier services .This
will help in reduction of customer anxiety hence better customer satisfaction.
Identity card check system should be introduced before and after the service process to ascertain delivery of car to
right person.
A check-sheet should be introduced which must be countersigned by the customer while checking the belongings in
car.
The process of reminding the customer about due date of service should be automated.
