KOLEJ KEMAHIRAN TINGGI MARA MASJID TANAH,

MELAKA

DVA 50313 (SERVICE FRONTLINE MANAGEMENT)

FIELD STUDY REPORT

Lecturer: Encik Nor Mdaskhairul Bin Mohd Dris

Name No. Metrics

Muhammad Amir Azim Bin Abu Aziz 333681215334

Muhammad Afiq Bin Azmi 333681215949

Muhammad Azahari Bin AG Johari 333681215350

Muhammad Zulfarhan Merican Bin Zafri 333681215347

 ABSTRACT

NAZA ITALIA Service Center Company is a car service center, which is fully operational in
repairing and changing vehicle parts. NAZA ITALIA has 2 operations namely Ferrari and
Maserati and they plan to further expand the area in the future. Therefore, the company's
management has an idea to increase the area and expand the area to make it easier for them to
work because in the service center they share operations, and the area becomes narrow. In
addition, our group wants to do a field study to find out information about problems or
advantages and what services they do apart from repairing and changing vehicle parts. Ferrari
and Maserati are different branches and different costs. Be a party management should follow
up with all employees consistently and provide training courses for users to increase efficiency
and effectiveness recommended operating system.
 INTRODUCTION

On 30 August 2022, 4 students went for a trip to NAZA ITALIA with an aim to complete
our task that given by En. Nor Mdaskhairul bin Mohd Dris to visit the service center in Petaling
Jaya, Selangor. We arrived there at 10.00 a.m. We planned to visit the service center and to its
product branding workshop tour to find out how service center for Italian car operates. We meet
Encik Azrul Hisyam Bin Ruslin, and he give us a tour around the facility and show us what kind
of service they offer to the customer. This is the field study report base on our experience when
we do our field study.
 OBJECTIVE

The objective that we want to achieve are:

1) To study how they manage car service centers

2) To study how they fix cars in the workshop
3) To study how they use the 6 steps method
4) To study how they maintain the relationship with customers
 METHOD

Our method of doing the field trip is, firstly, we email Naza Italia to ask permission to
conduct a field study on their service center at Petaling Jaya. It is hard to get permission but
because we have connection in our team so we can get the permission to conduct field study
there. We got the permission to go there and was greet by the service ambassador Encik Azrul
Hisyam Bin Ruslin that got order from Mr. Suresh (After Sales CEO).

Encik Azrul show us around the workshop. The workshop was split into 2 section, 5 bays
for Ferrari and 5 bay to Maserati. He teaches us how to manage customers and the procedure
to take care of customers car because its cost RM 300k to 1.6 million, so we must be careful of
the car because spare parts and paints are costly.

He also shows us around the workshop and where they store spare parts. We also
learned about the how take care of customer and call them by title. Example, if the person has
Dato’, we must call them by that title and if the person already comfortable with us we must be
on their level, so they won’t take advantages of us.

We also have the chances to see the showroom of Naza Italia, there was a
customization room for customer to choose when going to buy one their cars. The customers
can choose emblem, leather color, steering wheel type, type of rims, seats, and brake calipers
color.

Finally, we finish our field study and took a picture with Encik Azrul, and he give us a bit
of present before we are going home to remember the trip for.
 DISCUSSION & STUDY OUTCOME

These are questions and answers given to customers who still use car service center services.

OBJECTIVE QUESTION

As you can see, most of those who use cars are male users which are 67.3% and female users
are few which are 32.7%.

In comparison to other age groups, such as 17-20 years of age (4.1%), 21-30 years of age
(32.7%), and age 41 and above (16.3%), most people who use a car are between the ages of
31-40, or as high as 46.9%.
In Malaysia, local automobiles are preferred by the majority of car owners (83.7%), as opposed
to imported cars (18.4%), because local cars are simpler to find than imported cars and can be
purchased more quickly.

In comparison to other times, most workers have more time in the morning to submit their
automobiles for service.
Weekends are more convenient for sending cars in for servicing than weekdays, thus most
automobile owners have more time on the weekends than they have during the week.

Malaysian citizens are more likely to use the method of scheduling an appointment through a
form on the business's website (51%), as opposed to other appointment methods like phone
calls (24.5%), e-mails (22.4%), and phone applications (28.6%), because it is simpler for them
to fill out the information that has been provided by the company.
Most car users are more interested in leaving their vehicle and waiting for the service center to
call when it's done than others so that they can easily do other things without any problems.

Most people in Malaysia are more interested in using the e-wallet payment method which is
38.8% compared to other payment methods such as internet banking (24.5%), cash (30.6%)
and credit/debit card (36.7%) because the payment method is e-wallet is easier and faster than
others.
Most car users want facilities that must be available at every service center so that it is easier
for them to do other business while waiting for their car to be serviced. Among the types of
facilities, they most want is free Wi-Fi which is as much as 81.3%.

Most car users say "Yes" which is to suggest providing a temporary car when their vehicle is
being serviced because with a temporary car, they can go to another place easily while waiting
for their car to be serviced.
Most car users say "Yes" that is to still choose the service center to maintain their car even after
the end of their car warranty because they are more confident and trust if they send their car to
be maintained at the service center.

Most car users say "Yes" which is to provide a professional car wash at every vehicle service
center because every time their mechanics have finished servicing the car, they can clean and
wash the dirt that is still inside or outside the car so that they can provide comfort to car users
so that consumers will always be satisfied and attracted to always go to their service center.

SUBJECTIVE QUESTION
1) What types of services are provided at the service center?
The service provided by the service center at NAZA Italia is the service of changing black oil,
changing the clutch and all parts except body, paint, and tire. They also deal with 10 car a day
with 5 Ferrari and 5 Maserati to meet their end of the year goal. For what I have been told
during the interview Encik Azrul Hisyam say that when you are dealing with something that you
do not know or have problem with do not be shy to ask the higher up on the problem workers
facing. Also, they send the mechanic to Borneo costumer every 3 month to service and check
their car because lack of service center for exotic car there.

2) How many employees work at your service center?

There are 10 people working at this service center who are divided into two, namely a group of
5 people who manage Ferraris and another 5 people who manage Maserati. They also plan to
expand the service center to separate Maserati and Ferrari in the future to increase their quality
of service and their business.

3) How many employees hold the position of SA or mechanic?

The employees that hold the position of SA are 4 people. The two of them are SA from Ferrari
and the other two are SA from Maserati. They separate for that because to make it easy to do
their work at there.

4) What qualifications are required to become an SA?

If you want to become SA in service center, then you should have Diploma in business or
engineering and to become Sale Advisor must have at least 2 years of experience becoming a
mechanics because the Sale Advisor need to know the basic about servicing a car so Sale
Advisor can explain the problem more clearly to mechanics.

5) What is your way of solving financial problems at the service center?

 NAZA Italia have their target to solving financial problem such as set the target for both Ferrari
and Maserati. So, they do not have any problem with financial at their service center.

6) What do you do if your customer cannot explain the problem they facing?
If customer do not know to explain the problem, you should inspect the car such as using scan
tool but if cannot find the solution, then you should find the worker that more experience about
inspect the car to know what problems that customer facing.

7) Will modifying the vehicle result in voiding the car warranty?

Every car that is serviced has only 2 years of warranty given to customers, but they can extend
their warranty up to 15 years if they pay as much as RM14k for each year if it exceeds the
specified warranty. They can also make semi exclusive by paying half the price, but they only
cover the engine and gearbox.

8) How do you make customers feel comfortable while their vehicle is being serviced?
Ask the customer to on how to make he/she comfortable like provide refreshment like soft
drink or a room for them to rest while the car is in the bay to fix because sometimes the
mechanic took time to fix the car
9) Does your service center have a "calibration machine" for cars that use ADAS technology?
Yes
10) Have you ever experienced bad customer service? what did you do in that situation?
Let your supervisor or your boss to handle because they more experience on service advising
and it’s one of their job to accommodate the customer because they can express unsatifaction
to the boss and they will try to please the customers

APPENDIX
 CONCLUSION

As our objective was to learn about how to operate service center, how they service the
car, and, how they maintain the relationship with their customer, I think that we did accomplish
our objective. We get to experience how they manage the service center to meet the target, how
they greet their customer and the process of servicing customer car. We also do the survey for
customer of the services center and get customer point of view on what they want out of service
center.
 REFERENCE

Journal

 https://iopscience.iop.org/article/10.1088/1742-6596/1804/1/012038/meta

Book

 https://www.proquest.com/openview/c35e58c520699c1e52ff35121a185957/1?pq-
origsite=gscholar&cbl=18750&diss=y
 https://www.proquest.com/openview/4dc6b644af7fa807c43a1a294e202023/1?pq-
origsite=gscholar&cbl=18750&diss=y
 https://books.google.com.my/books?
hl=id&lr=&id=JZEsBAAAQBAJ&oi=fnd&pg=PR9&dq=car+service+centers+book&ots=n2
c7GudoW_&sig=t88Wx_kkrFtSZsJCQa5w_Xwpc6c&redir_esc=y#v=onepage&q&f=false

Research

 http://psasir.upm.edu.my/id/eprint/33998/1/FK%202011%20164R.pdf

Internet

 https://www.elvadms.com/industries/vehicle-service-management-system/
 https://wbdg.org/FFC/AF/AFDG/ARCHIVES/vehicleoperationsmaintenance.pdf
 https://www.vehicleservicepros.com/shop-operations/service-repair/blog/21021756/
seven-basic-steps-of-the-auto-repair-process
 https://www.researchgate.net/publication/
339723006_BUILDING_THE_AUTOMOBILE_OPERATIONS-
MAINTAINENCE_WORKSTATION_STRUCTURE
 https://www.sclubricants.com/effective-automotive-service-department/