Market and performance implications of fast fit service concepts in automotive maintenance systems

Abstract

This paper presents research related to fast fit service concepts in the automotive maintenance at authorized services, as tool usefull that service provider increase competitiveness. Implementation process of fast fit maintenance service concept in two authorized service networks is shown as well as the results of its empirical implementation, by using descriptive, comparative and statistical analysis method. Implementation of new maintenance service approach shows that its application leads to an improve of the after-sales work performances, relevantly affects the result of the whole business. In particular, in relation to the period when this service concept was not implemented new approach resulted in an increase in the number of total service visits. This research is limited to the automotive maintenance service industry especially as place for an improvement in authorized workshops. But some further studies could refine those measures and process of implementation for the applicability in some other service context.

An Overview of the Features and Activities of Independent Car Workshops in the Republic of Serbia

“…Ever increasing complexity of vehicles that are to be serviced, emerging new technologies for driver assistance and emission control, wide range of vehicle types and wide range of part manufacturers (and product quality too), permanent increase of total costs of vehicle ownership and customers as well as workshop time constrain put a lot of stress and demands to nowadays automotive workshops. Complexity of automotive service activities as well as trends that are emerging in the automotive aftermarket (AM) segments are presented in the paper of Velimirović et al [1].…”