Improving service performance by reduction of waiting time for customer reception through implementation of Single-Channel Queing System at Citimotors, Inc. in Chino Roces Avenue, Makati City.

Date

2010

Degree

Bachelor of Science in Industrial Engineering

College

College of Engineering and Agro-Industrial Technology (CEAT)

Abstract

The study was conducted at the customer reception area of the Service department. According to reports, the company has poor service performance compared to other dealers and competitors. Based from the gathered customer complaints, service initiation is the main contributor to customer dissatisfaction. Service initiation involves the waiting of the customers in the reception area before they are entertained by the service Advisers. This study aimed to improve customer satisfaction by reducing waiting tine of the customers in CTM Service Reception Area. A time study is conducted to determine the average waiting time of the customers as well as the service times of each server. The root causes of long waiting time were determined using the Ishikawa diagram. CNX analysis was applied in order to get the controllable and experimental factors, to which solutions and alternatives were based upon. The resulting experimental factors suggested three possible options: changing the queuing system, adding servers, and eliminating server unavailability. The three options were combined to come up with five alternatives. The factor-rating method was used to select the best alternative with consideration to implementation cost, reduction in opportunity loss, probability of waiting, system utilization, and feasibility. The best alternative involved changing the queuing system into a single-channel first-in-first-out queuing system with priority on appointments , and the addition of one more servers. Monte Carlo simulation was used to measure the system improvement. The result revealed a 73.25% reduction in customer waiting time and a 26% less probability of waiting. The implementation of the proposed alternative will reduce the opportunity loss brought about by customer walk-outs and non-return by PHP168,108.75.

Language

English

LC Subject

Planning & Design, Consumer satisfaction.

Location

UPLB College of Engineering and Agro-Industrial Technology (CEAT)

Call Number

LG 993.5 2010 E66 D45

Document Type

Thesis

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