HERO Service Center (HSC) Case Study - Management Assignment Help

Assignment Task:

Task:

HERO Service Center (HSC)
Consider the following simplified description of the service operations at HERO Service Center (HSC) of HERO showroom (one of the HERO dealer), Pune. As a part of company (i.e. HERO) policy, each dealer generally setups a service center to carry out the maintenance of two wheelers termed as after-sales service (includes mostly free service). The current practice at the HSC described here has been in force for more than a year and the procedures are fairly standard.
On typical day, HSC opens and starts accepting vehicles for after-sales service at 8.30 am and process continues till 11.00 am. However, customers start arriving from 8.00 am at the rate of 60 per hour and park their individual vehicles in the service yard while waiting for service agent who generally accepts the vehicles for the service. In the process, customer also collects the token and the service invoice from the security guard while entering the service yard. The pace of arrivals of customers picks up from 9.00 am and this rate increases to 80 per hour. As the agent accepts the vehicles only till 11.00 am, customer hardly visits HSC after 11.00 am.
HSC is staffed by two service agents (A and B) from 8.30 am while one more agent (C) joins at
9.30 am. The job of service agent is to accept the two wheeler from the customer for the service. Service agent accepts the vehicles in the same order in which they entered the service system. Service agent generally walks to each two wheeler, fill up the details of customer & vehicle in the service invoice, note additional request/ any problem in two wheeler as explained by customer and accept the vehicle officially. The customer leaves immediately to home or work after officially handing over vehicle to agent. The particular of invoice (Exhibit 1) and time (Table 1) required to fill up the various details for each customer are provided below.
Generally, after servicing, all the vehicles are handed over to their respective customers on the same day and usually starts after 4.00 pm. Service agent also work as vehicle mechanics servicing the vehicles when no other vehicle are pending for acceptance. Though service agent need certain skills to understand the problem faced by vehicle, dealer feel that service agent can add more value when they service the vehicle.
Table 1
Details in Invoice (refer, exhibit 1, page 4) Approximate time (in seconds) required by service agent to fill invoice for each customer
Part A 45
Part B 75
Part C 45 (time includes observing vehicle for the specific issues / problems specified by customers)
Part D 15
Total time 180 seconds

 

The above Management  Assignment has been solved by our  Management Assignment  Experts at My Uni Paper. Our Assignment Writing Experts are efficient to provide a fresh solution to this question. We are serving more than 10000+ Students in Australia, UK & US by helping them to score HD in their academics. Our experts are well trained to follow all marking rubrics & referencing style.

Be it a used or new solution, the quality of the work submitted by our assignment experts remains unhampered. You may continue to expect the same or even better quality with the used and new assignment solution files respectively. There’s one thing to be noticed that you could choose one between the two and acquire considered worthy of the highest distinction.