Vehicle inspection process at Frumherji Ltd

Document Type:Case Study

Subject Area:Business

Document 1

The process takes place in stages: Customer arrival and check in: once the vehicle owner arrived at the station, he or she packed the vehicle in the front of either the reception office or the inspection hall and then walked into the reception office. Other people however first packed in front of the reception area to process their initial paper work and later moved their vehicles to the parking lot designated to those awaiting inspection. Once inside the reception area each customer took a number and waited for service. The average waiting time could be either short or long depending on the number of customers present on that day, and also considering that the receptionists also had to serve customers who were there for other services such as driver testing, picking up license plates and also buying drinks and sweets as well.

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When a vehicle owner’s number was called, he or she met with the receptionist and showed the required documentation after which a clerk within the facility, confirmed from the government database whether the customer had paid the insurance fee and vehicle tax. He then gets out of the vehicle to check the headlights, windshield, rear lights, license plate lights, tires, and the function of the doors and trunk. He will also open the hood to inspect the engine component and compare the vehicle identification number with the one on the paper work. If the vehicle has a towing device, the inspector will check to see if it meets the safety standards and will query a database to be sure it was registered with the vehicle.

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All equipment needed for the inspection at this bas will be located on a movable trolley. After the inspection at base 2, the inspector drives the vehicle to base 3 where the next inspector will check the front and rear brakes. The goals are subdivided; some concerns waiting time, others distribution of service stations and goals for customer satisfaction. Picking on goals on waiting time, they include; for mandatory vehicle inspection, waiting time for service should not be more than 90 minutes in stations where appointments are not required; for stations operating five days per week, and where appointments are available, waiting time for an appointment should be no more than five business days; stations with irregular waiting hours must always make appointments available.

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All these goals and strategies are meant to ensure that the organization keeps on track in offering better services to its customers as well as to ensure that it is still making profits on its own and sustaining its employees. Identify those parts of the process that you believe cause major problems. State why you believe they cause problems and what problems you believe they cause. Staffing levels and physical space: The firm had coped with demand variations and uncertainties with excess capacity in staffing and physical space, and also by accepting the potential loss of customers who found the waiting lines too long and departed to try another location or defect to the competition. Maintaining sufficient staff levels was a challenge because: i.

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There was a shortage of qualified mechanics who had completed the government-mandated training program and passed the certification exam. ii. Most employees took their vocations during summer months when the demand for inspections was higher. Recommend the most important changes to the process that addresses the problems of the vehicle inspection process. Describe each recommendation change, state which problem it addresses and describe how it solves the problem. Each change recommendation should directly address one or more of the identified root cause in the previous question. The operating hours and days should be extended so as to accommodate the large audience who would like to bring in their vehicles for inspection. For instance, some customers may only be available and able to take their cars for inspections during the weekend or even in the evening because of unavoidable personal commitments.

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This will help reduce the jam that normally occurs at the reception. A workers retraining and recruitment is another solution. To ensure that the employees remain competitive in the workplace, they should be equipped with new techniques that will enable them fit in the competitive world. Better training will result to better services offered and also better customer satisfaction. The overall result will be increased number of customers bringing in their vehicles to be serviced at any time of the day, any day of the week. • Use of led displays that incorporates even sound instead of video monitors Currently the organization is using video monitors to show various processes within the organization. If only Led (light emitting diodes) screens could be added to the whole system, then the output will be greatly enhanced since it will give a much clearer output with better audio quality that will be visible even from far off.

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