Reengineering of problem correction processes at automobile technical centre

Abstract

This thesis studied the reengineering of problem correction process at automobile technical centre in the firm. Theobjective of this sutdy is to reduce lead time of correction process of technical centre to get more convenience and faster than previous This will cause the highest customer satisfaction. From the investigation of the correction process of technical centre, it was shown that there are so many non-value added processes. Therefore the reengineering plan was proposed to the company. According to Hammer and Champy (1993), the reengineering processes started with the team setting which conducted the experienced people who in deep understand the whole processes. Then they analyzed the current situaton to know what factors are effects to the time of correction processes. After they found those factors, the team redesigns the processes in order to eliminate the wastes. They follow these five steps to complete reengineering projet (1) Incoming Data (2) Correction Process (3) Equipment (4) Organization Setting and (5) People. The implement was launch in two of dealers and the data was collected in malyzing phase The pilot project showed good results. Correction process has more liquidity and the data that comes to the centre is more accurate and faster than before. Especially the overall time to correct the problem is decreased more than 85% for both pilot dealers. As the reults, the firm issued the policy to use internet technical report to all dealers around the country and also give the information technology department to study the possiblility of using the video conferencing in problem correction process which will reduce the time for waiting of customer and also cause the highest customer satisfactionl