Презентация на тему Операционный стандарт сервис/запасные части

2012 | 2
Намерения и цели
Операционный стандрат
«Подготовка к

визиту клиента"

Улучшить операционную эффективность продаж ЗПЧ
Улучшение эффективности работы сервисной станции путем сокращения времени ожидания механиков
Предвидеть нехватку запчастей
Подготовка ЗПЧ для предстоящей работы до приезда клиента
Оформление своевременного заказа запчастей
Улучшить удовлетворённость клиентов:
Уменьшить количество повторных заездов из-за незавершённых работ
Guarantee at the restitution at the time programmed with the customer
Make the Parts store man - salesperson available for customers at the counter
Увеличение времени работы с клиентов,

Для достижения этих целей мы внедряем:

AP/EXCL/EXR

Improve the operational efficiency of the point of sale :
Improved efficiency in the workshop by cutting the time that the mechanics spend waiting
Anticipate shortages of parts :
Prepare the parts for a work order before the customer arrives
Order the parts just in time
Improve customer satisfaction:
Limit the customers returns because of incomplete works
Guarantee at the restitution at the time programmed with the customer
Make the Parts store man - salesperson available for customers at the counter
Spend more time with customers and make additional sales

To achieve this goal, we are implementing the:

pre-picking» | July 2012 |
Improve operational efficiency
Limiting movements
Limiting the

time that mechanics and technicians spend waiting

Anticipate
Preparing work orders before the customer arrives
Ordering and preparing the parts just in time

Distributing information and flagging anomalies
The prepared work orders are available
The receptionists are warned of missing parts before the customer arrives

AP/EXCL/EXR

Workshop pre-picking is used by PEUGEOT approved repairers with

more than five mechanics for:
Current servicing operations
Packaged works
Interventions related to reminder campaigns
Interventions following a previous quote or diagnosis

OPERATIONAL STANDARD SP-AFS « Workshop pre-picking» | July 2012 |

The parts required for the work on the vehicle are ready in a plastic bin specific to the vehicle/work order.

If a part is unavailable:
an urgent order, without inconveniencing the customer
inform the After-Sales receptionist (in the event of risk)

AP/EXCL/EXR

| July 2012 |
AP/EXCL/EXR

STANDARD SP-AFS « Workshop pre-picking» | July 2012 |
AP/EXCL/EXR

2012|

1
Preparation before D-2: store man
Identification of the necessary parts
Check

the availability of the SP

SP Available: OK ►❷(step 2)
SP unavailable ► parts order
1) Delivery schedule OK ►❷
2) Delivery schedule not OK: inform SRC to reschedule meeting

So that the store man can prepare the right parts for the vehicle and the type of repairs

The receptionist opens a customer file when making the appointment and enters:

The customer details
The vehicle details (VIN, VIS, mileage, etc.)

Prepare the intervention

AP/EXCL/EXR

2012|

2
Preparation D-2 to D-1 : store man
Prepare the Intervention
Storeroom

rack

The prepared bins are stored in the storeroom racks that can be equiped with wheels if daily situated in the workshop

Picking

?

Inform the receptionist
(If risk of unavailable parts)

URGENT
Order

In the event of an anomaly

AP/EXCL/EXR

2012 |
Actions by the parts store man
Use of a

sticker and an erasable pencil
Use standard bins that are readily available.

Use two types of bins with the following dimensions:
Small bin: 200x300x200 mm
Large bin: 300x450x200 mm

NOTA : All the workshop pre-picking bins must be of the same color. If the point of sale wants to use pre-picking for over-the-counter customers, then another color must be used.

Prepare the Intervention

Tips

AP/EXCL/EXR

2012|

3
Preparation D-1 at closure of the workshop : store

man

Prepare the Intervention

Storeroom rack

AP/EXCL/EXR

The workshop rack is located in a secure area or in a room which can be locked

2012 |

4
Day D, when used by the workshop: mechanic
Use

the parts ready for the intervention

The parts required for the work on the vehicle are ready in a plastic bin specific to the vehicle and a work order. The mechanic takes the bin without waiting

If more parts are required after disassembly, the mechanic asks for them and carries on working, while the store man prepares and brings the necessary parts

The workshop pre-picking rack-shelf is located in a place that can be accessed directly by the workshop mechanics

AP/EXCL/EXR

2012 |

VISUAL MANAGEMENT of pre-picking

Preparation by the STORE MAN:

store the bins by appointment date

Basic module

Depending on the size of the point of sale or the volume of After-Sales business, provide shelves for 5 days at the most and 2 days at the least

Zone for ANOMALIES and INCOMPLETE work orders

PURPOSE OF VISUAL MANAGEMENT
Make the store man's and the Parts Manager's jobs easier

=>immediately see the prepared orders

=> immediately see anomalies or incorrectly prepared orders

Storeroom rack

monday

tuesday

wednesday

thursday

friday

anomalies

The ANOMALY zone is used to isolate incomplete orders and raise a warning

AP/EXCL/EXR

2012 |

VISUAL MANAGEMENT of pre-picking

For the WORKSHOP: the bins

are made available for the workshop at the closure of the workshop for the next day

Zone for ANOMALIES and INCOMPLETE work orders

Workshop rack

anomalies

To make the mechanics' jobs easier
=> quick access to the right box

To make the store man's, the Team Leader's and the After-Sales Manager's jobs easier
=> immediately see the prepared and unused orders
=> immediately see incorrectly prepared orders

The ANOMALY zone is used to isolate incomplete orders and raise a warning

AP/EXCL/EXR

2012 |
How to implement the standard?

Secure the bins prepared

for the workshop rack

Solution 1 : rack on wheels, kept in the parts store overnight

Solution 2 : rack with door that is locked overnight

... there are a number of solutions. It is up to each point of sale to find the most suitable solution…

AP/EXCL/EXR

2012|
How to implement the standard ?
The Parts-Accessories Manager and

the After-Sales Manager decide on the location of the WORKSHOP pre-picking rack
Order the equipment required to set up the pre-picking (quantity of bins that matches the number of workshop visits, rack-shelves suited to the number of workshop visits)
Le rôle du responsable APV est de :
Implement the standard
Check, at least once a week, that all the work orders have been prepared for the next day
Check, at least once a week and in one prepared bin, that ALL the parts required for the job are present
Correct any anomalies that resulted in incorrect prepa
Once a week, the Parts-Accessories Manager and the After-Sales Manager review the improvements to be made

Pre-picking
support

Example of pre-picking support on a small white board attached directly to the WORKSHOP rack

Anomaly
Action
Deadline

WORKSHOP

AP/EXCL/EXR

2012 |
The results achieved by pre-picking
For the receptionist

The work

orders are prepared
The parts are ready
Warnings of unavailable parts are received


More time for customers
More time to make additional sales

For the mechanic-technician

No time spent waiting for parts at the Parts counter
No unnecessary movements



More time to work on customers' vehicles
More efficient and composed work

For the store man

The parts are ready
The orders are received early
Only real emergencies are treated as emergencies


Greater efficiency, tasks smoothly spread throughout the working day
More available for counter customers

AP/EXCL/EXR