Work

A DMAIC Project to Improve Warranty Billing's Operations: A Case Study in a Portuguese Car Dealer

Year: 2015

Type: conference-paper

Abstract: This article describes and analyzes how a big Portuguese car dealer group successfully used all the stages of a Six-Sigma DMAIC (Define, Measure, Analyze, Improve, Control) project to improve the warranty billing process (paid by Car Brands). It shows that the project allowed car dealers managers to understand that financial metrics in use did not control compliance standards for Car Brands, in warranty services, or assure a good cash-flow for the car dealers. Necessary changes and new metrics (% time compliance to do the service and bill it, % time compliance reception, % time to find a defective part in an audit) generated time benefits and consequently a more controlled cash flow. These new metrics may be common to any car dealer with warranty services.

Source: Procedia Computer Science

DOI: 10.1016/j.procs.2015.08.603

Authors: Carmen Cunha, Caroline Dominguez

Institutions: Universidade Nova de Lisboa, University of Trás-os-Montes and Alto Douro

Language: English

Topic: Quality and Supply Management

Subfield: Management Information Systems

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W1669974381

FWCI: 0.578

Cites: 12

Cited by: 16

Related to: 10