Benchmarking the Performance of the Technical Services Department of an Automotive Battery Company

Abstract

The Technical Services Department or TSD is responsible for after-sales service, warranty issuance, and customer service. They represent the service arm of the company that is constantly in contact with the dealers and the customers. To assess their performance, the department conducted their first dealer satisfaction survey. The survey consisted of dealers that attended the TSD training, divided into two independent groups – the Metro Manila dealers and dealers outside Metro Manila or provincial dealers. The results revealed that 89 percent of the Metro Manila dealers that attended the training are satisfied with the services of the TSD. On the other hand, 85 percent of the provincial dealers that attended the training are satisfied with the services of TSD. Both the respondents from Metro Manila and provinces hit the generally accepted level of dealer satisfaction set by NADA. Benchmarking the strengths of the department revealed that the TSD’s overall customer service is “very good.” One of the weaknesses of the TSD according to Metro Manila dealers that attended the training is that TSD must improve their logistical capacity to pick-up defective batteries and to deliver new batteries. For the provincial dealers that attended the training, the TSD lacks frequent visits. A pareto chart was created to summarize the issues that the department must act upon. For the Metro Manila dealers that attended the training, providing warranty limitation and replacement chart is that number 1 issue while more training and more visitations are the number 1 issues for provincial dealers that attended the training.