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This research aimed to investigate the root causes of wastes in an authorized service centre to improve its overall service lead time, especially the engine oil changing service for light commercial vehicles. The engine oil change service process was grouped into three phases, i.e. pre-checking, maintenance and post-checking. The lean management concepts such as value stream mapping, 7 wastes, ECRS method, brainstorming, etc. were utilized for finding issues and wasteful activities in the current process. Furthermore, the concept of dual mechanics was adopted to reduce service time in the maintenance phase. Overall, the ineffectiveness were classified into three groups, namely ineffectiveness from service advisor (SA), workshop management, and parts management. The appropriate recommendations were given for quickening the engine oil change process and being a prototype model for other authorized service centres in Thailand. The results showed
that the range of engine oil changing service time was reduced from 1.3-3.3 hrs. to 1.1-2.6 hrs. for
non-appointment customers and from 1.2-2.5 hrs. to 0.9-1.8 hrs. under the utilization of dual mechanics.
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