The Case Study of the Improvement for the Service Process of Vehicle Repair Workshop by Using Lean Six Sigma

• Main Authors: Ming-Tsung Wu, 吳明聰
• Other Authors: Jhy-Ping Jhang
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/86629896199257627921

碩士 === 華梵大學 === 工業工程與經營資訊學系碩士班 === 102 === Lean Six Sigma (LSS) has developed until now , many experts and scholars integrate their ideas and models into completeness, but little literature discusses specifically its improvement tools,used in the operations of automotive service plant ; this study will use Lean six Sigma process model ,for the improvement processes of automotive maintenance and service plant, maintenance operations is the highest proportion process of maintenance and service plant , this study can help maintenance and service plant more competitive, high efficient operation and high -quality services. The results showed that, the DMAIC approach of Lean Six Sigma is used for the improvement of key factors, before improving processes, to discuss fully with the relevant personnel, to get the full support of all staff , to use fishbone diagram , value stream mapping，flow chart diagram and other management tools on the basis of the analysis and improvement for the maintenance process , to develop an action planning table, to develop SOP；after improvement , the maintenance of SWIFT car reduces from 1 hour 24 minutes to 1 hour 12 minutes , to improve operational efficiency , the defective rate of periodic maintenance decreases 13.8% to 5.6% , to enhance significantly operation quality and to increase customer satisfaction .