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You searched Library Catalogue - Title: Study smarter, not harder / Kevin Paul
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Call Number (WOU)
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SP CEMBA 2016 72
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Author
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Teh, Swee Ing
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Title
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Improving process flow : case study on Kawasaki Exclusive Service
Centre workshop performance. / Teh Swee Ing
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Abstract
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This case study is to improve the process flow within a motorcycle service centre specifically Kawasaki Exclusive Service Centre, Glenmarie.
The objective of this case study is to identify which are the influential factors such as
availability of personnel, workshop facilities and spare parts, and the accuracy of information
flow will affect the length of time requires to complete the jobs as per requested by the
customers. A theoretical framework was constructed based on the independent variable and dependent variables. Sample sizes of 100 observations are made randomly for this case study. Based on the data tabulated from the observations, process flow chart is made and bottleneck areas are identified. Lean Six Sigma and Business Process Reengineering practices are incorporated into this case study to find ways to eliminate wastes and improve efficiency in the service centre. Customer’s Experience Feedback Form is also distributed to customers to get voice of the customers regarding the services and facilities provided.
The results showed that the highest bottleneck area lies at the segment where repair orders are pending for Workshop Controller delegation. Fishbone diagram is made to identify possible causes that contribute to the bottleneck areas. Among the causes that are highlighted, the most prominent cause is due to unavailability of spare parts when they are required. Overall, the availability of spare parts affects the performance of the service centre. Spare parts are like raw material to a factory, without it, machines and people cannot start work. The analysis and recommendations provided in this case study are only based on data collected at the particular time and location only. Future researcher should expand the current framework and increase the data collection for a more substantial outcome.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2016
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Physical Description
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1 online resource ( 102 pages) : illustrations, text file, PDF.
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Subject
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Processing flow
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Subject
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Motorcycles -- Maintenance and repair
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