Application Of Lean Six-Sigma Method And Simulation For Improving Automotive Cars Maintenance Service Process

Abstract

In this essay, the goal is to apply Lean Six Sigma to improve the process of a car service center with the main purpose of investigating the average waiting time related to the various processes of a car. service center. This study uses the DMAIC framework to propose the deployment of working flow, using Lean tools logically to analyze, develop, and improve related issues. And Arena Simulation is a key tool for finding the average waiting time for a car service and the number of cars leaving the service center during maintenance. This study attempts to investigate and propose the best configuration, possible ways to improve the problem for a car service center through the construction of computer-based simulation models. As a result of this study, the proposed configurations are intended to show an improvement in the working time of all processes and the average waiting time that a vehicle is intended for car service. Besides, this thesis also proposes several methods and products to improve the service quality of businesses and assess the service level through the SERVQUAL structure.