Quality of service management in automotive service stations

Abstract

Quality is the basis of the existence of any modern organization. Delivery of quality products/services satisfying or exceeding consumer expectations is imperative for the success of any organization. Therefore, quality must be managed. The purpose of this work is to establish a model for quality management of vehicle after-sale maintenance activities. To achieve this goal it was first necessary to identify quality indicators. An instrument for quality measurement of after-sale vehicle maintenance activities was afterward established, based on identified quality indicators and theoretical and practical knowledge in the field of quality management, to be followed by a model for quality management. An example of quality management of vehicle maintenance with the implementation of the established model was also presented. The developed methodology may be generalized and applied to other service industries.

Keywords

• motor vehicle maintenance
• quality indicators
• quality measurement instrument
• quality of service management