Improving The Quality of Auto Service Through PDCA And Lean Thinking Approaches at UMT
Abu Shehade, Ibrahim
Quality Control is the part of quality management that ensures products and service comply with requirements. It is a work method that facilitates the measurement of the quality characteristics of a unit, compares them with the established standards, and analyses the differences between the results obtained and the desired results in order to make decisions which will correct any differences. Standards and Key Performance Indicators that must be followed to ensure the maintenance works are carried correctly. The purpose of this project is to build (Plan, Do, Check, Act) model using Deming methodology (PDCA) and test the impact of it in the maintenance works at the after sales department in the United trade motors Company, and find out any shortcoming in its quality level in its process in order to help them improving their quality performance if possible. The goal is to improve the service core process. More specifically the research has the following objectives: To increase the productivity using Lean strategy; To reduce the wastage, non-value added activities; To create an easy and simple work environment; To develop a 5S Auditing control system to sustain the improved process; To educate Janitorial level people about benefits of using Lean strategy. The project was carried out in the UMT Company in Nablus city. During the study period, the theoretical background about quality control of the company was studied, and the work experience on the workshop was required. The actual conditions being combined and the quality standard of the core process being used, a questionnaire being distributed over the all stuff in the aftersales department in order to understand the current condition in the company.