TTK Links: Home Page | TTK Moodle | ÕIS
TTK/UAS Repository For Digital Teaching and Learning Resources

Garantiiosakonna tööprotsesside täiustamine vastavalt Toyota garantiiprotseduuridele Amserv Auto AS Järve näitel

Laev, Lauri (2015) Garantiiosakonna tööprotsesside täiustamine vastavalt Toyota garantiiprotseduuridele Amserv Auto AS Järve näitel. [thesis] [en] Improving Warranty Department Work Processes according to Toyota Warranty Procedures in Example of Amserv Auto AS Järve.

[img] PDF - Published Version
Restricted to Registered users only

Download (1MB)
[img] Archive (RAR) - Supplemental Material
Restricted to Registered users only

Download (2MB)
[img] PDF (lihtlitsents) - Supplemental Material
Restricted to Registered users only

Download (422kB)

Abstract

Käesolev lõputöö on koostatud eesmärgiga teha kindlaks Amserv Auto AS garantiiosakonna tööprotsessides leiduvad probleemid ning leida nendele lahendused. Töö kirjutamise ajal muutusid Toyota garantiitingimused, mille alusel lühendati garantiitööde menetlemise aega, tõstes veelgi käsitletava teema aktuaalsust. Praktilise töö käigus ettevõtte garantiiosakonnas töötades selgus, et garantiitööde menetlemiseks puuduvad konkreetsed protsessijuhised sellega tegelevatel osakondadel ning töö tegemisel lähtuti vaid Toyota garantiitingimustest. Probleemi lahendamiseks kaardistasin kõigepealt garantiitöödega kokku puutuvate osakondade tegevused ning selle põhjal koostasin vastavad garantiijuhtumi menetlemise protsessid voodiagrammi abil. Garantiiosakonnas on voodiagrammina kasutusele võetud autori poolt koostatud garantiiga vahetatud osade ladustamise protsessijuhis. Selle tulemusel on olemas selge ülevaade garantiivaruosade laoseisust ning ladustamise protsessiks kuluv aeg on keskmiselt kaks korda lühenenud. See on reaalne praktiline näide protsesside parendamisest voodiagrammi rakendamisel. Voodiagrammidena koostatud garantiijuhtumi menetlemise protsessijuhised pole veel ettevõttes kasutusele võetud, kuid näitavad garantiiga vahetatud osade ladustamise protsessi rakendamise positiivsete tulemuste valguses selget potentsiaali. Siiski on enne tarvis selgitada protsessi puudutavatele töötajatele voodiagrammide põhimõtet ning eesmärke, et protsessijuhised edukalt toimima hakkaksid. Lõputöös koostatud protsessijuhised on rakendatavad Amserv Auto AS garantiitööde menetlemisel, vähendamaks Toyota Baltic AS-i poolseid rahalisi nõudeid garantiitingimuste täitmata jätmisel ning tõstes töö efektiivsust, kvaliteeti ning kliendirahulolu.

Abstract [en]

Improving warranty department work processes according to Toyota warranty procedures in example of Amserv Auto AS Järve. The aim of this diploma thesis is to determine problems in Amserv Auto AS warranty department work processes and find solutions to them. The company is an authorized retailer and repairer of Toyota vehicles since 1993. Warranty work volume has an average of 200 to 250 vehicles per month which are all processed by a warranty department specialist. All warranty work is done according to Toyota warranty policy and procedures manual that sets rules on warranty work but does not include specific guidelines managing different warranty work processes. This has led to a high number of mistakes in warranty work processes in different aftersales departments. In order to find solutions, most common warranty case processing was described as a process and showed graphically as flowcharts for all aftersales departments accordingly. These flowcharts are made considering Toyota kata that focuses on continuous learning and improvement at all levels in an organization. The main purpose of the created flowcharts is to reduce mistakes done by different aftersales departments in warranty work processes thus improving work efficiency and customer service. These process flowcharts should also reduce financial penalties by TBA due to incorrect warranty repairs. Flowchart made for storage process of warranty replaced parts has allready been successfully implemented in warranty department work. As a result, the worktime used for storing warranty replaced parts has since reduced by half and the replaced parts are properly stored and documented. Flowcharts of a normal warranty case processes are yet to be implemented in Amserv Auto AS aftersales departments. In light of positive results after introducing improved process flowchart for storing warranty replaced parts, they show great potential improving warranty processes.

Item Type: thesis
Advisor: Ülle Aasjõe
Subjects: Transport > Automotive engineering > Autode hooldus, hooldusjaamad ja seadmed
Transport > Automotive engineering > Car repair
Divisions: Institute of Engineering > Automotive Engineering
Depositing User: Lauri Laev
Date Deposited: 18 Jun 2015 07:50
Last Modified: 18 Jun 2015 07:50
URI: http://eprints.tktk.ee/id/eprint/994

Actions (login required)

View Item View Item