Risk Assessing of Selecting Special Tools for Automotive Overhaul
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Abstract
Fueled by the fierce competition, Thailand automotive companies have offered a wide variety of alternatives to ensure consumer satisfaction, including after-sale services. Despite the strategic emphasis on after-sale services, many standard service centers have faced the service dilemma as some overhaul services require special tools designed for a specific model with a long manufacturing lead time. Coupled with a recent changing of purchasing policy, some service centers delayed purchasing such tools. This affects the readiness and standard of a service center, causing unsatisfactory consumers’ experiences, such as delay of services, and repeated visits. This study applied the risk matrix that addresses the trade-off between additional costs and service benefits in the selection of an individual special tool and proposed three purchasing guidelines with a discrete-time event simulation model. The model simplified vehicle models and repairing tasks that share common service bays and special tools. The result of the model reveals that the availability of special tools provides a better service level with few minutes increasing of waiting times. When no special tool requires for repairing tasks, the processing times are statistically identical. However, the processing time can be significantly reduced when special tools are required. In addition to a better service level and processing time reduction, the purchasing of partial-set special tools is recommended based on the Risk Matrix and the cost and benefit ratio.
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