Improvement of Vehicle Service System by the Application of Lean Six Sigma

Abstract

This research aims to improve the efficiency of vehicle service system in Faculty of Engineering, Chulalongkorn University. The study adopted the lean six sigma methods with DMAIC process and New Service Development by following 5D steps which are Discover, Define, Design, Develop and Deploy. In this process, the Lean Six Sigma or DMAIC is implemented and considered as the main tool which is used together with the development of service innovation in order to equip the tools with fully developed characters. The occurred problems and its root causes were discovered and defined by using SERVQUAL questionnaires to evaluate customer satisfaction levels to 20 service dimensions. Innovative solutions were generated by using the Quality Function Deployment (QFD) and lean techniques. The action plan includes: 1) developing a vehicle reservation system which can be done via intranet, 2) redesigning the back-end procedure by applying the ECRS principle and developing the manual, 3) improving the quality control and assessment system, 4) developing a new working standard for customers and drivers. After the implementation of this new system, the car users were satisfied with the service as the score (1 - 5 Likert scale) increased by 30% from 3.35 as the medium level to 4.37 as the good level. The time of check back system is decreased by 87% from 15.5 minutes to 2 minutes