Service process Kaizen: Adopting process stabilization methods to control service work flow and to improve customer service

This paper explores the issues facing automotive dealership service departments in improving customer service. It examines conducting service process Kaizen to improve customer service by adopting process stabilization methods to control workflow. In designing the time aspect of service, customers' viewpoints of elapsed time or service lead-time were taken into consideration. Time compression is identified as a way to squeeze out waste from the supply chain by process integration and statistical data approach is employed to identify workflow interruptions and confirming root cause interruptions. Methodologies applied include examining Toyota Production System concepts applications in stabilizing service demand through establishing lead-time standards and managing and controlling customer service appointments to synchronize with workshop production capacity. Based on results from pilot model projects implementation, the conclusion validates that an integrated statistical data approach in deploying visual control and process management methods can stabilize demand and improve customer satisfaction.