Abstract:
The main purpose of this thesis is to design and develop an effective business transformation plan for a vehicle repair workshop that operates in a competitive situation. This research will conceptually provide insight and guidance on how to transform a traditional vehicle repairs business from a management standpoint, especially by re-engineering the existing business processes in order to improve customer satisfaction. In this thesis, the principles of transformation planning can be divided into five major steps, which are 1) Initiating a research project team, 2) Understanding the current state, 3) Visioning the future of the company, 4) Creation of new business processes, 5) Determine the impact upon business performance. Regarding the internal analysis, data from customer samples and interviews with the company’s executives and staffs, it reinforces the related members to understand the capabilities and deficiencies of the business. In order to perform environmental analysis, SWOT, Porter’s 5 forces, lean consumption map and PESTLE analysis will be utilised. Besides that, the current or As-Is process is analysed in order to identify the root cause of each problem in each sub-process. Those issues are categorised into four elements, such as People, Process, Policy, and System. Indeed, high-level recommendations of the new process will be the key priorities to solve each issue and the newly proposed of the process design will be called as To-Be process. Ultimately, determining the future impacts upon the business performance and validation of the conceptual transformation plan are the best possibilities to understand the future of the business performance.
