PERFECTING QUALITY THROUGH CONTINUOUS IMPROVEMENT
In regards to one of our core values featured in the company’s profile, i.e. Innovation, an internal renovation would be deemed necessary to achieve effectiveness in providing customer satisfaction.
We can use the element of innovation to create better or more effective processes, services or even ideas that would make our workshop to be one of high quality standards, a catalyst for growth and efficiency.
INNOVATION DEVELOPMENT IN THE WORKSHOP
CUSTOMER SERVICE DEVELOPMENT
I have worked with the auto software programmer and we have been able to modify the system to make it more efficient in writing quotations than it ...view middle of the document...
A recent success to this was experienced when we arranged training for one of the technicians from body workshop, with Mr. Onyango, who went to motor window for power window training and is now an expert at it.
I also took one of our employees for vehicle branding and window tinting training to cut off on outsourcing expenses.
SERVICE AND MAINTENANCE COSTS
We have modified our service and maintenance costs with Mr. Ngige according to the type of car and work involved so as to standardize our prices to match those of our competitors.
TOOLS AND EQUIPMENT
We should equip our workshop with hydrophneumatic to match up with technology and to bring efficiency in our work that will lead to high productivity, e.g.
Electronic wheel alignment
Comfort creeper reed
Ramps/car lifts/ portable column shifts for heavy commercial vehicles
Hydraulic ramp: The workshop needs a new ramp to speed up working process and ensure the job is done on time. Unfortunately there is only one ramp in the entire workshop which has facilitated delays in the repair process.
Pit Hole: A pit hole at the workshop will make our work easier, faster and more accurate because it will be easier for the mechanics to work under the body of the car.
Express service van: This is a van that contains a complete workshop’s essential tools at its rear that will be used for rescue. Incase a client’s vehicle breaks down and he\she is stranded, we will be able to rescue them wherever he\she may be. This is evidently cheaper than towing the car all the way to the workshop.
Diagnosis machine: this has proved to be a very useful machine both financially and in terms of repair. It can bring in up to kshs. 20,000 per day if put to proper use and saves time in diagnosing a particular problem in a car.
We should introduce an express service for our customers who are time conscientious so that they too can experience quality services. We will need a ramp for this, and a mechanic who would take 45mins – 1 hr to do minor services which include booking of the vehicle and necessary payments. This service department will enable us to compete with petrol stations and big companies such as DT Dobie who have express service departments.
Technology has evolved over the years and faster communication has been boosted by the internet. Billions of people are on the internet every minute of the day thus it has provided a source of wide coverage in a short time span. With this, I would like to propose that the marketing department utilize the internet in creating awareness of our quality services. Creative online marketing should be put in place to reach those customers that may not have had the opportunity to interact with us and experience our services and also to create brand recognition all over the country. Our target market should be national so that it gives us room for growth and...