Moon motors has been the sole distributors of EX motorbike in the Chaluk district. The EX motorbike was known for its quality and Moon motors were hence able to establish a name for themselves through high sales. They also did the servicing of EX motorbikes but the servicing department had been facing several complaints from customers. The customer complaint runs as follows: Service personnel are rude The delivery of a serviced vehicle is not prompt The stated faults are not completely rectified Servicing cost is high Customers coming to the service station have to wait standing in the dust and oil Their only advantage is being the sole distributorship which is getting them the sales. Complaints from the customer have reached EX Motorbikes and the company is now on the lookout for another dealer for that area. Mr. Pal Singh of Moon Motors finds himself to the brink of business. He has to immediately do something. Getting to talk with his employees, he found that there is lot of friction between the sales and service personnel. Also sales office was in direct contrast to the service department. Sales office was at the front end and the place was really decked up, flashy and sparkling bright, while the service station was dirty. There were oil stains all over; the service staff clothes were all messy. The instruments were lying all over the place. One mechanic was shouting for a size 4 spanner and his colleague was finding difficulty in locating it. Mr. Pal returned back to his AC cabin since there was a call on his cell informing him that officials from EX Motorbikes are waiting in his office. Discuss: What are the problems with Moon Motors? If the officials of EX Motorbikes have come to find out how they can help- may be giving a six months test period- before they terminate the distributorship then what assurance would they demand from Mr. Pal and what promises can Mr. Pal make? How can 5S benefit in this scenario? How will you implement 5S here?

Moon motors has been the sole distributors of EX motorbike in the Chaluk district. The EX motorbike was known for its quality and Moon motors were hence able to establish a name for themselves through high sales. They also did the servicing of EX motorbikes but the servicing department had been facing several complaints from customers. The customer complaint runs as follows: Service personnel are rude The delivery of a serviced vehicle is not prompt The stated faults are not completely rectified Servicing cost is high Customers coming to the service station have to wait standing in the dust and oil Their only advantage is being the sole distributorship which is getting them the sales. Complaints from the customer have reached EX Motorbikes and the company is now on the lookout for another dealer for that area. Mr. Pal Singh of Moon Motors finds himself to the brink of business. He has to immediately do something. Getting to talk with his employees, he found that there is lot of friction between the sales and service personnel. Also sales office was in direct contrast to the service department. Sales office was at the front end and the place was really decked up, flashy and sparkling bright, while the service station was dirty. There were oil stains all over; the service staff clothes were all messy. The instruments were lying all over the place. One mechanic was shouting for a size 4 spanner and his colleague was finding difficulty in locating it. Mr. Pal returned back to his AC cabin since there was a call on his cell informing him that officials from EX Motorbikes are waiting in his office. Discuss: What are the problems with Moon Motors? If the officials of EX Motorbikes have come to find out how they can help- may be giving a six months test period- before they terminate the distributorship then what assurance would they demand from Mr. Pal and what promises can Mr. Pal make? How can 5S benefit in this scenario? How will you implement 5S here?

Automotive Technology: A Systems Approach (MindTap Course List)

6th Edition

ISBN:9781133612315

Author:Jack Erjavec, Rob Thompson

Publisher:Jack Erjavec, Rob Thompson

Chapter1: Careers In The Automotive Industry

Section: Chapter Questions

Problem 10RQ

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Service personnel are rude
The delivery of a serviced vehicle is not prompt

The stated faults are not completely rectified
Servicing cost is high
Customers coming to the service station have to wait standing in the dust and oil

Their only advantage is being the sole distributorship which is getting them the sales. Complaints from the customer have reached EX Motorbikes and the company is now on the lookout for another dealer for that area.

Mr. Pal Singh of Moon Motors finds himself to the brink of business. He has to immediately do something. Getting to talk with his employees, he found that there is lot of friction between the sales and service personnel. Also sales office was in direct contrast to the service department. Sales office was at the front end and the place was really decked up, flashy and sparkling bright, while the service station was dirty. There were oil stains all over; the service staff clothes were all messy. The instruments were lying all over the place. One mechanic was shouting for a size 4 spanner and his colleague was finding difficulty in locating it. Mr. Pal returned back to his AC cabin since there was a call on his cell informing him that officials from EX Motorbikes are waiting in his office.

Discuss:

What are the problems with Moon Motors?
If the officials of EX Motorbikes have come to find out how they can help- may be giving a six months test period- before they terminate the distributorship then what assurance would they demand from Mr. Pal and what promises can Mr. Pal make?
How can 5S benefit in this scenario? How will you implement 5S here?

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