Automobile
Richa
January 28, 2021
Industry
Automobile
Issue
Declining Service Revenue
High absenteeism
Casual attitude towards
Strategic Drivers
- Initiated a detailed time and motion study to define the ideal time of doing a job
- Launched a point system
- Zero points for doing the job in “ideal” time, bonus points for doing the job before time. Minus points for taking more than the ideal time
- Repeat job attracted deduction of points
- A monthly reward and recognition scheme was introduced around the point system
- The reward was a hamper which had basic household groceries
Critical Element
- Defining the ideal time basis “time and motion study” brought in a lot of transparency
- The grocery hamper engaged the family and there was reverse pressure from the family on the employee to win the hamper as it freed up some “extra money”
Result
- Service Revenues started increasing
- Customer satisfaction improved
- Reduction in repeat repairs
- Reduction in absenteeism
- The team practically competed with each other to get every new vehicle that came for repair