Lean and Six Sigma Improvement Concept: Automobile After-Sales Service Delays on Customer Satisfaction in Ghana

Abstract

Lean and six sigma are continuous improvement methodologies that have evolved from collections of techniques to comprehensive management systems and popularized by several high-profile companies. Both methodologies strive to improve customer service leading to sustained organizational success and both require a supporting organizational culture. The success and complementary nature of these methodologies have led to their combination into a single methodology, commonly called Lean Six Sigma. This research employed a case study approach to gather data on service quality dimension, completion time, time allocation in the service process, and returned jobs. The study recognizes in broad scope the major quality challenges that most service garages are faced with. The research approach took different perspectives through questionnaire administration, direct observations, interview, and data analysis. The questionnaire administration and direct observations confirmed that customers were dissatisfied with the after-sales service delivery. Delay and poor quality repair works have been identified as major issues contributing to customer dissatisfaction in the automobile repair service garages in Ghana. The DMAIC approach was followed to identify, measure, and analyze the potential causes of delay and poor quality. The improve and control phases of DMAIC, lean six sigma tools and techniques were subsequently developed and recommended to achieve a better after-sales service. The paper recommended that the after-sales service process could run more efficiently and effectively if sources of delay in completing repair works can be identified and eliminated.