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Cranston Nissan

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on 20 February 2014

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Transcript of Cranston Nissan

Overall Recommendations
Customer Surveys

Service manager should have kept communication channels open

Vehicle priority throughout

Car should have been checked before releasing to customer
Possibly a two person check-out

Performance reviews of mechanics and managers


Case Background
Steve Jackson, GM, received a letter from an upset customer

Repair for rust damage on car, 3-4 day estimate

5 days later rust is fixed by body shop but mechanical failures now present

Problems multiplied at each visit

Dealt with multiple managers and representatives
Management Problems & Solutions
Documentation
Check-In & Check-Out

Proper Department
Managers transfer responsibility

Inventory Management
Order same day

Communication
Internal & External

Case Questions
1. Quality problems (TQM involved)
Employee commitment
Reliability
Serviceability

2. Probable causes of mishaps
Multiple checkpoints not in effect
Job satisfaction
Poor communication

3. Specific action GM Jackson should take
Find a solution with customer
Evaluate communication barriers and employee expertise
Company wide meetings and new policies

Operations -Tools For Success
Service blueprint (flow chart)
Activities mapped out from Start to Finish
Different activity levels present
Customer
Manager
Mechanic

Poka-yokes
Better training for expert diagnostics
Joint inspection before vehicle release
Keep the customer informed, contact them
Missing Information
Individual staff reports
Diagnostic reports
Repair orders
Work done

Staff expertise
Correct individuals assigned to repair?

Obtaining Needed Information:
Staff interviews, reports
Daily log books of staff
Customer surveys
Cranston Nissan
Full transcript