ANALYSIS OF PLANNING, MANAGEMENT AND EXECUTION OF MOTOR VEHICLES REPAIR SERVICES FOR THE PURPOSES OF DEVELOPMENT OF AN OPERATIONAL PLANNING MODEL

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1 Te International Journal of TRANSPORT & LOGISTICS Medzinárodný časopis DOPRAVA A LOGISTIKA ISSN X ANALYSIS OF PLANNING, MANAGEMENT AND EXECUTION OF MOTOR VEHICLES REPAIR SERVICES FOR THE PURPOSES OF DEVELOPMENT OF AN OPERATIONAL PLANNING MODEL Dušan Malindžák 1, Mical Tkáč 2, Dávid Volner 3, Jaroslav Mervart 4 Logistics Institute of Industry and Transport (ÚLPaD), Tecnical University of Košice, Park Komenskéo 14, 4384 Košice, Slovakia, dusan.malindzak@tuke.sk Logistics Institute of Industry and Transport (ÚLPaD), Tecnical University of Košice, Park Komenskéo 14, 4384 Košice, Slovakia, tkacmi@centrum.sk Logistics Institute of Industry and Transport (ÚLPaD), Tecnical University of Košice, Park Komenskéo 14, 4384 Košice, Slovakia, david.volner@gmail.com Logistics Institute of Industry and Transport (ÚLPaD), Tecnical University of Košice, Park Komenskéo 14, 4384 Košice, Slovakia, mervart.j@cemosvit.sk Abstract: Te article describes an analysis of management and execution of motor veicle repair services as a logistic system and a proposal for a repairs operational planning and execution model. It also describes its relation to performance and productivity evaluation of te service workers. Key words: Creating a service order, operational planning of repairs, performance evaluation of te service tecnicians and mecanics 1 INTRODUCTION Efficiency and productivity of te motor veicle repairs service (MVRS) depends crucially on te elasticity of te service i.e. te ability to meet customer's demands as quickly as possible; on te ability to utilize te maximum capacity of te service tecnicians, teir specific expertise and skills; and on te objective motivation of te employees [5]. Tis can be acieved in particular using a quality model for operational planning and workers' performance evaluation [4]. 1

2 Operational planning of service operations, i.e. allocation of work to individual maintenance tecnicians in time units, is performed subjectively "manually" or troug IT (e.g. in Excel) by te receiving tecnicians. Tere are several types of planners tat plan servicing operations in te car repair sops. Some are a part of a complex process tat includes processing of veicle reception and return up to accounts and stock records. E.g. CarRepairPlanner in Ford, Global sceduler for repair sops TEAS Car Service, AZsofAutoservis, ecare [4]. However, none of tese planners is dynamic in te sense tat it would include te order in te plan at te time of its reception, and assign te order according to time priority and tecnician's quality and specialization [4]. In case of passenger motor veicle repair services, te processes of repairs execution ave a stocastic caracter in terms of planning. Tis means tat at opening and planning of a service order (SO) it is not possible to specify in advance te scope, nature and duration of te service operations. Processes of stocastic nature put great demands on te operational planning level, te fact wic transforms tis process into a dominant process in te management of te system [1, 2]. 2 LOGISTICS FLOW ANALYSIS Execution, management and cecking of te various activities during te passage of a motor veicle troug te servicing process are provided by specialist staff of te servicing sop. In order to understand tese processes, teir course and teir assignment to appropriate specialists, it is necessary to caracterize teir job descriptions: 1. Service Advisor (receiving tecnician) as an important role in te wole process of reception and returning of a veicle to and from te service. He is responsible for successful processing of te order from te opening, execution and closing of te SO. 2. Diagnostic tecnician specialist in veicle diagnostics. 3. Warranty tecnician is responsible for te guarantee of veicles, deals wit warranty services, is responsible for communication, support and tecnical documentation in te event of veicle complaints. 4. Maintenance tecnicians - responsible for performing of repairing operations 5. Manager of veicle repair service manages, supervises and is responsible for servicing activities Logistics flow of motor veicle service consists of te following processes: a) Reception of a veicle for service and opening a SO b) Operational planning of inspections and SO c) Execution and management of repairs d) Returning veicle to te customer 2.1 Reception of a veicle for service and opening a service order Classification of service orders Wen analysing te processes of reception and return of motor veicles to and from te service, it is important to understand te basic concepts and classification of individual orders and processes associated wit te repair of veicles. Te basic classification in terms of 2

3 management, optimization and streamlining can be furter divided depending mainly on te need for furter analysis. From te perspective of repairs planning te basic division is based on service orders: Planned SO Unplanned SO Unplanned SO Unplanned SO are orders in case of unexpected events. Tey cannot be anticipated by te service sop or by te customer. Compared to all orders, tey statistically comprise around 1 % of all service operations. Examples include: Failure of veicle on te road required towing to a service sop Failure of veicle on te road te veicle is capable of a journey to service on its own Te customer indicates a failure wen starting te veicle and requires immediate repair Required customer service witout prior ordering Unplanned repairs of claims Planned SO Planned SO are orders tat can be sceduled in advance bot by a customer as well as by a service sop. Tey can be statistically estimated, based especially on te service istory from previous periods, te actual sales of new veicles, and on te current situation on te aftermarket in te region. Examples include: Ordinary servicing worksop SO Free servicing Warranty servicing Planned repairs of claims Pre-sale inspection of new veicles Pre-purcase inspection of used veicles Planned seasonal servicing events and offers Reception of a veicle for servicing involves te first contact and communication wit a customer (by pone, , personal) and obtaining basic information about te required operation, repair. At tis stage, te service advisor sall ceck weter te customer will claim a veicle (e as to find out weter te customer is or is not entitled to suc veicle) and, if so, e sall provide it in collaboration wit te department responsible for available veicles. He sall discuss any cange regarding te loan wit te department responsible for available veicles. Following te communication wit te customer and after te veicle inspection, e sall provisionally identify te failure, te extent of service inspection, service work and develop a preliminary quotation for te particular issue. Veicle identification: 1. Veicle data, fill in, if necessary (veicle registration number, VIN, date of first registration...) 2. Holder data 3. Make a copy of a certificate of roadwortiness 3

4 4. Print a job seet 5. Record te exact description of te failure according to te customer's statement 6. Sign te contract and ave it signed by te customer 7. Attac a copy from te EVA system to te contract recall notices cecking 8. Record te exact number of kilometres travelled, fuel status, veicle equipment, validity of Veicle Inspection, Emission Inspection Based on te obtained data, a type of contract sall be specified (Type of contract must be clear worksop, free of carge, warranty, insurance claim,... ) wo pays it (importer, customer, internal costs) metod of payment (cas, card, invoice) agreed scope of works and teir duration reception of te veicle from te customer directly at te veicle wit a registration of any damage on te veicle and a list of objects left inside te veicle If a precise identification of te condition and potential failures of te veicle requires so, a test drive sall be taken wit a customer, or a specialist from te worksop may be invited for consultation. 2.2 Operational planning of inspections and service orders Te planning process plays a very important role in te cain of downstream activities in te provision of veicle maintenance and repair services. Basic input data, wic must be evaluated in te optimal planning include: number of brands of motor veicles, for wic te company provides an autorized service number of mecanics, teir classification according to teir expertise/specialization number of sites equipped for te execution of a complex inspection and service number of specialized sites (veicle geometry, brake tester, ligts setting, tire service) car repair sop's opening ours working ours of employees statistical ratio between planned SO and unplanned SO qualified estimate given by te service advisers wit regard to te execution of various inspections, operations and repairs Te planning process and te execution of veicle servicing in te Motor-Car Košice s.r.o. follows te standards and procedures applicable to te entire MOTOR CAR GROUP network. Wen comparing te development and continuous improvement of tis tool, te initial planning paper forms used a few years ago must be recalled. Fig. 1 sows a reception plan dated Te form of tis plan is based on a table wit lines X and columns Y. Te lines listed te names of individual mecanics, or sometimes a line for a specialized facility. Based on te work required and operational times, te individual mecanics were assigned servicing operations for te given day. 4

5 Te existing planning tool in Motor-Car Košice s.r.o. is a planning calendar, in wic te individual service orders and contracts are assigned in advance upon agreement wit te customer. Name/ Time Tab. 1 Example of an operational plan of servicing activities in Motor-Car Košice 8: 8:3 9: 9:3 1: 1:3 11: 11:3 12:3 13: 13:3 14: 14:3 15: 15:3 16: 16:3 17: 17:3 Mecanic 1 Mecanic 2 Mecanic 3 Mecanic 4 Comp. 1- of control unit Comp. 5- inspection ASSYST B Comp. 1- inspection ASSYST C Comp. 12- windsield Comp. 2- engine diagnostic Comp. 3- oil cange Comp. 13- B Comp. 21- windsield Comp. 8- of sock absorber Comp. 7- C Comp. 11- ligts setting Comp. 2- brake linings Comp. 6- engine diagnostic Comp. 4- tires+ geometry Comp. 9- brake linings Comp. 14- engine diagnostic Comp. 16- replacing fuel pump Mecanic 5 Mecanic 6 Comp. 13- geometry Comp. 19- of sock absorber Comp. 22- inspection ASSYST A Comp. 23- inspection ASSYST A Comp. 5- brake linings Comp. 3- of control unit Comp. 17- geometry Comp. 4- oil cange Comp. 33- B Mecanic 7 Mecanic 8 Mecanic 9 Mecanic 1 Comp. 3- of control unit Comp. 11- inspection ASSYST A Comp. 31- brake linings Comp. 66- oil cange Comp. 4- of sock absorber Comp. 35- C Comp. 47- tires+ geometry Comp. 34- tires Comp. 37- oil cange Comp. 3- oil cange Comp. 5- B Comp. 1- oil cange Comp. 37- geometry Comp. 19- C Comp. 28- brake linings Comp. 42- ligts setting Comp. 4- tires Comp. 28- ligts setting Comp. 44- of control unit Caracteristics of operational planning Operative planning as a dynamic caracter. It means tat wen planning a contract for repair, it is necessary to inform te customer about te provisional end of te repair, price of te repair and keep tem updated in case of any canges in time and price. However, te end of te repair depends on te repair processes and procedures performed only on te basis of a professional assessment given by a receiving tecnician. Te procedure itself, work processes, spare parts needs as well as specialists' operations required are discovered only after te veicle is dismantled. Tat means tat te process of operational planning must ave at least two pases. In te first pase, a contract is assigned upon a professional failure assessment to te available particularly qualified mecanic in te nearest spare capacity (time). In te second pase, after te identification of te pysical failure, te contract is returned to te operational planning process and a particular work flow is specified: operations, operating times (according to te standards), spare parts needs, cooperation needs and preliminary cost calculation. Te customer must be informed of any canges related to te repairs of te veicle. 5

6 Times of operations are determined by te times of repair standards, but tey largely depend on te skills and abilities of te service mecanic. Tat means tat at te time of planning, tey ave igly stocastic nature. 2.3 Execution and management of repairs Repairs execution process includes te following activities: assignment of a veicle repair to system or diagnostic tecnicians according to te sceduling calendar, or according to consideration even beyond tis plan a mecanic to wom te veicle was assigned must familiarize wit te tecnological procedures of individual activities for specific veicles, or e sall define an exact procedure of te failure repair or veicle inspection execution of te repair inspection of ongoing repairs in case of long-term repairs, te customer sall be informed of te course of repair te mecanic sall ascertain te successful execution of repairs, order or personally take a test drive if rectified, was te veicle in te car was complete te documentation regarding te executed operations in case of a warranty service, wen it is not clear ow it will be implemented, or wo will pay te contract, a warranty tecnician must be consulted 2.4 Returning veicle to te customer steps: Te process of returning te veicle to te customer is conducted in te following issue records of veicle inspection, work performed and calculation of service operations service advisor sall agree a date of return of te veicle to te customer inform customer and explain all te operations performed on teir veicle, explain and discuss wit tem te price of te carged parts, labour, any discounts or surcarges return te veicle, and confirm te return of te veicle wit your signature as well as te signature of te customer if a customer demands and according to internal company directives is entitled to it, issue tem an invoice wit te relevant amount, owever, confirm te payment discipline of te given customer beforeand contact te customer witin 48 ours of te submission of te veicle and find out customer's satisfaction wit te performed service operations, note te result of te interview in te Follow-up form 6

7 3 PROPOSAL FOR AN OPERATIONAL PLANNING MODEL Metods for solving stocastic processes are based on te controlled planning, gradual specification of tasks, operations, inputs and costs. Te actual repair procedure is formed during its course. However, tere are rules, wic are generally applied in operational planning models, tat combine standards, procedures and rules for repair (artificial intelligence) wit te knowledge, creativity and expertise of te professionals in te field (uman intelligence). Suc a metodology is known as a euristic approac. Matematically, tese problems are very difficult to solve, and yet car services work, cars are maintained, repaired, and people plan and manage tese processes more or less successfully. Terefore, one possibility is to model te activities of experts in tis field and combine tem wit te generally applicable standards, regulations, procedures; develop an algoritm; and use te possibilities of te current IT to create a dynamic planning system tat can increase te effectiveness of repairs management processes associated wit te monitoring of performance, motivation and remuneration of employees. Fig.1 Proposal for a model for operational planning and execution of service orders 7

8 4 CONCLUSIONS Te article describes an analysis of a certain metod of flow of service orders troug veicles servicing. It predominantly focuses on te analysis and definition of a type of operational planning issue related to inspections and repairs, as a dynamic and stocastic problem. It proposes a model for automated operational planning of contracts and monitoring of service tecnicians and mecanics' performance. Te model sall ave a euristic nature, using principles and rules of current planning metods in combination wit te use of procedures and norms tat are standard for te car repair sops. References [1] MALINDŽÁK, D. TAKALA, J.: Projektovanie logistickýc systémov: teória a prax. EXPRES PUBLICIT Ltd., Košice 25, 221 s. - ISBN [2] MALINDŽÁK, D.: Production Logistics I., Košice: Štroffek, 1998, 169 s. [3] MALINDŽÁK, D.: Heuristic Metods for te Syntesis of te Logistic System. In: Karpatský logistický kongres 212 : 2. mezinárodní kongres : listopadu 212, Lázně Priessnitz, Jeseník, Česká republika. - Ostrava : TANGER, ISBN [4] Interné podnikové materiály Motor- Car Košice s.r.o. [5] MARASOVÁ, D. PETRUF, M. TARABA, V. ŠADEROVÁ, J. FEDORKO, G. BINDZÁR, P. HUSÁKOVÁ, N.: LOGISTIKA DOPRAVY. Fakulta BERG, Tecnická univerzita v Košiciac, Košice 27, 326 s. ISBN