M/S Shyam Automobiles: Service Operations in Guwahati, Assam

Abstract

M/S Shyam Automobiles (Shyam) was an automobile workshop engaged in the repair and maintenance of petrol and diesel engine vehicles. The workshop began service operations in Birkuchi (Guwahati), Assam, India, in 1987. It was founded by Tekraj Sarma to provide valued and quality service at a low cost to vehicle owners in the region. Sarma was responsible for the workshop’s overall activities, including customer query handling and satisfaction, managing supplier relationships, employee satisfaction, and profit management. As a small player, the workshop faced difficulties in procuring spare parts for their customers. In addition, Shyam did not have an extravagant set-up like most authorized car dealers; most of his staff was semi-skilled, and there was no use of technology in the workshop. However, Sarma wanted to develop a strategy to solve this issue of unavailability of spare parts in the workshop.