DMI CASE ANALYSIS

Group 7: Cherian Paul 1021311 L.Srinivas 1021320 Mithun jose 1021323 Tarun kumar 1021325 Taranveer singh 1021334 Linta Thomas 1021344

Q1)Process flow chart

Please see the word Document attached

Q 2) Process reengineering
Re-engineering deals with the entire change in the business process in terms of quality, speed , service. For DMI the main problem was to allot the technicians service calls. Reengineered process: Mistake proofing technique should be developed in the machine so that it will give an alert to the customer Preparing a proper service schedule depending on the particular region instead of card system and also the availability of the technicians

 Plan

the raw materials required as per the requirement prior to the visit Root cause analysis for the problems being occurred and possible solutions to avoid it. Senior persons visit to the important customer once in 6 months will ensure the service guarantee to the customers. Proper training to the service technicians

ADVANTAGES

DISADVANTAGES

Better job assignment by reducing idle time. Usage of skilled technicians is other areas to by reducing unnecessary idle time.

Cost implied to meet the enhanced communication system. Decrease of Local Attention. Travel Time may increase.

 DMIs

service guarantee can be improved by making the top management visit their important clients regularly in order to maintain a good CRM Delay in service or a defective service should be compensated with a free service to the customer till the problem is solved

 It

was not viewed as a critical part of the companys corporate strategy The machines were becoming more sophisticated and difficult to repair Good technicians were difficult to find Typical response time was around 4 hours High competition in the market Higher utilization rate of accepting the service calls

The main strategic issues were Basis of measuring efficiency New competitors Difference in service time for different calls Standardizing the process Finding talented techs Standard response time Appropriate training

 Learning

organisation- a company that facilitates the learning of its members and continuously transforms itself . Training Continuous improvement Better performance measuring system Expert system implementation Cope up with technological changes constructive feedback about the techs performance

response times can be averted by integrating with the IT system that could generate an automatic response  Concentration of techs, dispatchers according to the no. of customers complaint .  Better incentives and arrangements to techs.  Proper indication to customer if there is a delay so that they can be aware of the response time.  Continue with the data base of the served customers problems for further use.  Coordinate with the regional managers to implicate the service to be optimum.  Constructive feedbacks for techs
 Longer

 Provide

personal phones to techs in order to response to the dispatcher or arrange a designated call server. Proactive to the competition by innovating new products to the market.