TECH 50800 Project Title: Customer Service management in
automotive Industries Champion/Define Phase Date: 10/1/2014 Team
member: Ponnappa Bheemaiah
Slide 3
Affinity Diagram It is a green Belt Project. 8 senior service
advisors who have at least 5 years of experience were called for a
meeting. They were given 10 min to write down all customer
complaints for the new car which has not run more than 500 km on a
post it notes. The complaints were then grouped on the basis if the
problem can be solved within 2 days.
Slide 4
TECH508- Champion Step Project selection matrix: Based on the
above matrix Car radio and Turbo oil leakage and horn was selected
for six sigma project
Slide 5
Project Identification Based on the project selection matrix,
the service advisors feel that it is difficult to solve the turbo
oil leakage, car radio and the car horn issues within 2 days
according to company norms. Hence, six sigma will be applied to
these issue so that the problems are solved within 2 days.
Slide 6
Project Charter
Slide 7
Project team Project owner: General manager of the automotive
service branch in Bangalore, India Front line staff: Service
Advisors (8) Data Analyst Customer relationship Executive Total
members in the team : 11
Slide 8
Ground rules Attendance : Attendance to all meeting is
compulsory Participation: Be more interactive Interruption: No
interruption during meeting unless emergency with permission of
general manager Preparation: All participants must come prepared
for the meeting Timeliness: All given tasks must be completed on
time
Slide 9
Project charter review After every meeting the project has to
be reviewed in order to check if we are on track. As project
charter is a living document, document might need to be
improvised.
Slide 10
SIPOC Stakeholders
Slide 11
Voice Of Customer Analysis Before taking up this project the
complaint was a reactive customer voice. In this process we apply
proactive customer voice analysis
Slide 12
VOC data collection In this project the data collection is been
done by the customer relation executive. The interview questions
are asked for SWOT analysis.
