Abstract
Implementation process of fast fit maintenance service concept in two authorized service networks is shown as well as the results of its empirical implementation, by using descriptive, comparative and statistical analysis method. Implementation of new maintenance service approach shows that its application leads to an improve of the after-sales work performances, relevantly affects the result of the whole business. In particular, in relation to the period when this service concept was not implemented new approach resulted in an increase in the number of total service visits.This research is limited to the automotive maintenance service industry especially as place for an improvement in authorized workshops. But some further studies could refine those measures and process of implementation for the applicability in some other service context.
Highlights
INTRODUCTIONIn conditions of global competition nowadays, every manufacturer tries to keep the relation with customer as much as it is possible
By taking into account that there are different strategies in maintenance of motor vehicles, which determine the concepts of maintenance, this problem is confined to the specific subject of the research defined as fast fit service concept implementation
This research was based on a systematic approach of the fast fit service concept implementation in the maintenance of motor vehicles in authorized services, which included the application of adequate scientific methods
Summary
In conditions of global competition nowadays, every manufacturer tries to keep the relation with customer as much as it is possible. Any repair order should include the following: customer information, vehicle information, details of the works and services and the like This is important because, based on that, capacity of the fast fit service can be estimated. This indicator is not useful for getting the number of operations performed during each visit because the repair account may include only one work (e.g. maintenance work) or many activities (e.g. a maintenance operation, three repair operations, one operation in the warranty and the like).
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