OPERATIONS MANAGEMENT REPORT ON FIELD VISIT TO HILTON HYUNDAI

SERVICING CENTER

Submitted By

Mohammed Hasil
Neethu T Mathew
Sujith V. S.
Acknowledgement

We thank Prof. K. Ramakrishnan, Director of ASB, Prof. V. HariharaSubramaniam,

PGPM Head for Placement, Prof. K.G. Satheesh Kumar, PGPM Head of Academics, and
Ms. Mercy Mathew, Faculty at ASB, who gave us this opportunity to put to use what we
learned in the class and has taught us the subject. We thank him for his assistance and
support in completing our project.

We thank Mr. Antony Josepherson and Family, who gave us the permission to do our
field visit in his Service Center.

We thank the Service Manager of Hilton Hyundai, Mr. Sanjeev, who has given us the
required details.

We thank the employees of Hilton Hyundai, who helped us with more details.

We thank our classmates for their encouragement and support.

We thank the Almighty God, without whose help, we wouldn’t be able to reach
anywhere.
EXECUTIVE SUMMARY

The purpose of this report is to help the reader understand the Operations Perspective of
the Hilton Hyundai Servicing Center at PTP Nagar, Trivandrum.

The main Findings include:

The main operation at Hilton Servicing Center is servicing a car, which includes washing
too. The details of each process have been furnished in the report.
Another operation is the Management of spares parts in the Servicing Center.
On an average 35 cars are being serviced on a day. Each car takes an average of 4 hours
to get serviced.
CONTENTS
Introduction

Hilton Hyundai Servicing Center at PTP Nagar, Trivandrum, was established in the year
1998. It is one of the three servicing centers of the Hilton Group. This servicing center is
the first and the most important servicing center of the Hilton Group. Mr. Antony
Josepherson is the Proprietor of the Hilton Group.

The main objective of this report is to study the Operations in Hilton Hyundai Serving
Center. The operations are mainly classified into two: Servicing a car and Spares
Management. The details of the two processes are discussed along as we go down the
report.

The scope of this report is to only view the operations in a servicing center. It neither
comments on the efficiency of the operations nor give a recommendation regarding any
operation.
Organizational Structure

Before we understand the operations at Hilton Hyundai Servicing Center, we will have to
first peek through the organizational structure. There are 105 employees in the servicing
center. The organizational chart is given below:

Mr. Antony Josepherson is the sole proprietor of the Hilton Hyundai servicing center.
Under him are the service manager and the finance department. Since we are interested in
the operations at the servicing center, we focus only on the service manager.
Under the service manager, are the Customer Service Executives, Floor in-charge and
Spares in-charge.

The customer relations executive deals with the relationship with the customers. They are
near to the customers. The service manager and other HR staffs come under the Customer
relations executive. The service manager is the person we are interested in, in the report.

The floor in-charge is the Supervisor. He is the main person who is responsible for the
proper functioning of the operations in the work floor. The supervisor commands the
technicians who are in turn helped by the helpers and the washer boys. There is a driver,
who picks and drops cars from the customers who are not free to bring their cars for
service.

The Spares in-charge is responsible for the availability of spares in the servicing center.
Hilton has an Enterprise Resource Planning System (ERP system), called Global Dealer
Management System (GDMS) provided by the Hyundai Company. This has been
provided by the Hyundai Company to all dealers, to get the details of all vehicles in a
servicing center and to get the details of inventories like spares, tools, etc.
SERVICING A CAR

The main revenue for any servicing center is through the servicing of a vehicle. So the
operations involved in servicing a car can be broadly classified into:
• Car Arrival
• Job card Creation
• Service Works
• Washing
• Bill Payment and Car Departure

Car arrival:

The car can be brought to the service station in two ways, either the customer himself
brings after he/she receives a call from the service station or the company sends a driver
for the customer. The call is made 5 days before the promised servicing date given
and service will be adjusted depending on the capacity and manpower of the station.

Job Card Creation:

The service advisor prepares the job card. It contains the details regarding the complaints,
fuel reading, tool kit, the distance covered, promised time and date and the estimated
cost.The original copy of the job card is given to the customer and the duplicate copy will
be retained by the service station.

Service Works:

The car and job card are handed over to supervisor and the car is taken by technicians
from the supervisor. The technicians does the work and if they finds any complaint they
will call the customer. If the customer does not give a positive feedback then it is ignored.
After the work the supervisor inspects the car and if there are no complaints the car is
sent for washing.

Washing:

The car is sent to this unit for washing. The car is lifted on to a ramp and the operation is
done by 2 employees with a washer.After washing the car is checked by the supervisor.

Bill Payment and Car Departure:

If there are no problems after washing the bill is prepared and is informed about the bill
payment. After the payment the customer takes the car. The data base is updated by the
service station. The customer is called after the 3rd and 15th day of delivery and his feed
back is recorded as a part of follow up actions.
Water Treatment Plant:

There is a water treatment plant of capacity 9500 liters for purifying the water that comes
after washing. The plant operates continuously for 7 hours and the water is recyled for the
purpose of washing. Three employes are engaged in this work.

Power Supply:

A generator of capacity 64 kW is installed for the uninterrupted operations.

VALUE CHAIN ANALYSIS