Augmentation of Service Quality and Customer Satisfaction in Earth Digger Service Centre by Using DMAIC Integrated Triz Methodology

Authors

  • P. Muraleedharan
  • V. R. Muruganantham
  • S. Elancheran
  • A. Rajesh
  • M. Kalidas

Abstract

The excellence in quality and price tag minimization is key factor to mobilize the business and there is diversity of Industrial Engineering philosophies and techniques are being implemented. To categorize the real-time outcomes, case studies have been conducted in an Earth Digger service center. In the course of the study it was found certain problems and out of which the concentration given in the area of reducing the time taken for repair works and also to improve customer satisfaction. Hence it has proposed to apply six sigma DMAIC and TRIZ methodology to explore the root causes to get the solution to overcome it. The various techniques such as project charter, data collection, time study, Prioritization matrix have been applied under DMAIC phases. The reasons are arrived through root cause analysis, the problems are ranked and solutions are suggested. The synergic approach of six sigma, DMAIC with TRIZ have results a worthy solution.

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Published

2020-01-30

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Section

Articles