Customer Profile: A large 2 wheeler dealership of a high profile 2 wheeler manufacturer
Problem: The dealership was not doing well financially. Operations were chaotic. There were complaints from the principal company, complaints from customers and the promoters were looking for someone to help streamline operations.
Solution: We worked on a comprehensive workshop turn around project starting from the practices being followed on the shop floor in the workshop. We implemented discipline of Cleanliness and Orderliness. We ensured that the work floor as well as the store area and the operational area were clean and a lot of garbage and junk that had accumulated over the years was cleaned out. The work flow was clearly mapped out. Efficiencies and effectiveness were tracked for each of the service technicians. Recurring problems were identified, defect prevention initiatives were undertaken and implemented.Excess inventory of spares was reviewed and a rationalization of the same was done. Sales efforts were brought under a simple Excel based CRM. Sales person wise effectiveness was tracked and over a period of 6 months the dealership was able to demonstrate a turnaround in its performance.
Benefit: The client started seeing the dealership operating well, financially as well as visually. The principal company rewarded the dealership for their performance and the improvements which were implemented.
Improving Service Workshop Efficiencies