การปรับปรุงกระบวนการทำงานของแผนกซ่อมบำรุงรถยนต์

Abstract

According to a case study conducted by a case study company, general maintenance services encountered substantial delays, with repair times surpassing the standard average in 69.26% of all cars that were serviced. The primary activities that contributed to these delays were engine oil changes, standard service scope, and vehicle inspections. These inefficiencies had a detrimental effect on the service center, leading to consumer dissatisfaction and losing clientele. Consequently, the objective of this research was to enhance the work operations in the automotive maintenance department for general repair services by minimizing the period of time required for maintenance. The study started by utilizing a fishbone diagram to identify the root causes of the delays, which revealed that the primary issues were insufficient spare parts storage, a lack of readily available tools, and redundant workflow steps. Improvement measures comprised the following: the organization of sufficient spare parts storage, the preparation of an adequate supply of parts in advance, the creation of tool panels for easier access, the improvement of workflow processes using ECRS principle, and the establishment of standardized operating procedures. Therefore, the average time per vehicle for standard service scope activities was decreased from 28.33 to 23.79 minutes (a 16.03% decrease), engine oil changes from 30.12 to 25.41 minutes (15.64% decrease), and vehicle inspections from 9.00 to 7.65 minutes (15.00% decrease). Overall, the enhancements resulted in a 15.00% decrease in the average repair time for general maintenance across all service intervals, thereby increasing customer satisfaction with the services provided