NEW DELHI: Maruti Suzuki consumers keep the company and board on their toe, when it comes to seeking services. To share the challenge and the ways they meet the expectations, Pankaj Narula, Service head, Maruti Suzuki shares what it takes to be numero uno year on year, retaining its leadership position.
Which initiative of your firm helped set a benchmark for other firms manufacturing automobile in India?
From reduced waiting time for service initiation by bringing tablets, to operating some of our workshops 24X7, we have been walking an extra mile.
Our service advisors have been given hand held tablets. It has enhanced transparency as well as reduce service Initiation time to optimum level. Most of the service stations now boast of a decent lounge which lends visibility to the customer’s car being attended. Some of our workshops operate seven days a week to offer flexibility to customers and offer home pick and drop of the service car. In today’s life, where every customer is hard crunched for time and has to also take care of his car, pickup drop facility comes as a huge delight for customers, especially working professionals and lady customers.
What are the challenges?
Customer expectation always moves up and we have to delight them always. But we face severe talent crunch. Good quality technicians ensure good quality service and long life of your car. To meet this expectation, we are building capacity right at the ITI level.
We are working with over 105 I.T.Is throughout the country to bridge this talent gap.
Customers are exposed to the latest in quality of service. How do you address their expectations?
Customer expectations have been growing and we are conscious about it. Right from the first interface where the service advisor greets the customer with a tablet everything is integrated backwards. Small gestures like clearly explaining the expenses, scheduling appointment reducing waiting times, express maintenance have been appreciated by customers.
What about service costs, how do you keep them competitive?
Costs in my view are a measure of efficiency at work. To improve workshop efficiency we have introduced several concepts like two-technician bay.
Here two technicians work on a car to optimize service load of the bay. This technique enhances turnaround time. The learning from Maruti Suzuki shop floor like using natural light, use of gravity for movement of parts, tools have been successfully replicated at workshops. Concepts like mechanized car wash and dry car wash for faster cleaning of vehicles have brought down water consumption / car. Concepts like paintless dent removal (also called dry denting) have been deployed where minor dents can be removed without stripping the paint leading to economical costs to customers .Automated oil dispenser helps prevent oil spillage and precision in servicing.
Kaizens or constant innovations keep us striving for competitive pricing.