3.1 Improvement of quality of constructive automobile elements and operations by the enterprises of postselling service
The analysis of the market of cars and the enterprises of the postselling service, reduced in the first part of our research, has determined the basic problems and the deficiencies linked with character and structure of park of cars, disparity of architecture of a web of the enterprises of postselling service to this park and architecture of the enterprises of postselling service.
According to it the second, theoretical part, our operation in which we have offered paths of organizational transformations to mutual relations of the enterprises of motor industry and the postselling service, promoting heightening has been offeredCompetitive strength of the Russian car industry. In the given, third part, our operation we offer the basic directions on strengthening of use of a postselling resource in heightening of competitive strength of a domestic car industry. These directions are:
Improvement of quality of constructive automobile elements;
Improvement of quality of the operations executable by the enterprises HUNDRED;
Heightening of efficiency of structure of control and personnel security;
Improvement of quality of operation with consumers also is informational - the analytical enterprises HUNDRED.
For the purpose of improvement of quality of constructive automobile components during our research we offer a justification of interaction of scientifically - technical centre "SET" and manufacturer of automobile production GAS.
Let's mark, that data and the calculations containing in the given part of research are the offer on realisation of horizontal integration, however at present have discovered a response at a motor-car manufacturer.
Occurrence in 1996 in market "Volga" with injector 406th drive, undoubtedly, has played a huge role in creation of scientific and technical centre "SET".
Long two years has left on creation of the structure, capable to serve these motors. For this time have constructed new modern service, have created all documentation, took from a student's bench and have trained experts-mechanics. Almost all mechanics have the higher technical education.
Today scientific and technological centre "SET" stable, promptly explicated, mastering new directions the enterprise. Are created, licensed and serially are issued a new exhaust system, hydromechanical natjazhitel circuits of drive GRM, a tightener of drive GRM with an asterisk, a plait of high-voltage wires. The design is developed, and issue in Finland new forward panel "Volga" and delivery of the Finnish salon for "Sable" begins.
Not without foundations it is considered, that ЗМЗ-406 on the construction most advanced from nowadays let out domestic drives. Certainly, high technological level of the drive shows increased requirements to accessories. And any who though a few sign with the Russian car industry, will understand, that accessory manufacturers to shown requirements are not ready, It turns out, that quality of the drive ruins its technological level. The drive obviously does not have reliability.
That is why a full complex of operations on drive ZMZ-406 evaluate on the average in 15-20 thousand rbl. - the qualified manual skills, as well as intellectual property, costs much. That is why the drives collected thus work in 3-4 times longer factory, spend in 1,5 times of less gasoline, do not demand doliva some oil between substitutions and produce at the motor stand to 167 h.p.
By the way so during times spetstsehov and spetspriemki collected drives for "Seagull".Fuel expenditure on a line at "Volga" with the modernised drive — 7,57,8 l/100 of km whereas the production version reaches an index of km of 17 l/100.
It was necessary to ensure the safe drive with safe ganging - the node from BMW-73 5 has approached. Cost of installation of this ganging together with operation manages to the consumer in 13 Open Companies of roubles.
It was necessary to do also completely a new exhaust system. Manufacture of mufflers have entrusted Finns at whom assemblage process powers up acoustic testing. But the standard exhaust system not only rustled, but also "smothered" the drive. This problem have resolved increase in diameter of an exhaust path to 51,5 mm. At sampling in shumomernoj to the chamber have received curious result - noise of the muffler "SET" on 2 dB below the noise made by car "Volga" at movement — less than 78 dB! And it not a limit. Working out of a final collector of system now approaches end 4-2-1. Operation on inclusion in system kataliticheskogo neutralizer without the application of precious metals developed by engineers of scientific and technological centre "SET" together with Institute of inorganic chemistry and synthesis, and a lambda-probe that will allow to execute norms Euro 2 on toxicity of an exhaust is simultaneously carried on. Cost of the given constructive elements with their installation on the car makes 4 500 rbl.
In "Volga" and except the drive there are details, to put it mildly, the unsuitable. It is enough to recollect the shock-absorbers transferred without any changes about Gas - 24 on Gas-ZPO and-3102. But present "Volga" on 250 kgs is heavier than the predecessor. It is necessary to consider also propensity to a direct and cross-section swing. On "SET" have spent a series of comparative trials and have picked up at once three types of shock-absorbers so that rigidity degree corresponded to roads of different quality. Manufacture occupied corporation "Плаза" from St.-Petersburg. Its workings out allow to let out articles not only in standard, but also in northern execution, efficient to-50°S. Shock-absorbers and their installation make 1 500-2 000 rbl. for a piece.
Following step of a steel of a brake. With lobbies have understood simply enough - have established the Italian brake disks and bezasbestovye carrier sockets. Back took with ГАЗ-3111 and have equipped with their carrier sockets gauged on a drum, as from bezasbestovogo a material. Now experts select the principal and wheel brake cylinders, in the long term - installation ABS.
Considerably having improved a mechanical part of "Volga", engineers of scientific and technological centre "SET" have decided to bring into accord car salon. Also have placed in Finland the order for manufacture of absolutely new panel of gears. Have anew designed and have calculated a plait of wires of the panel. In a radical have altered central air and ventilation airlines. Have provided places for installation of the climate control, a radio tape recorder, the monitor of system of diagnostics and even SGU (not a secret, that "Volga" is widely used by special services). At the expense of competent study of a construction have diminished norms of labour input on removal and installation of the panel of gears more than in 10 times (2,5 hours against 27 hours at standard). The article has turned out functional and aesthetic. A panel material - made foam poliuretan, as on business class foreign cars. It is supposed to complete the panel with strips under valuable breeds of a tree, to establish a convenient Italian wheel and a steering column regulated on height. Then also the workplace of the driver of "Volga" closely will come nearer on ergonomics and comfort to foreign analogues.
Scientific and technological centre "SET" tests new articles in natural conditions of maintenance of the car. Thanks to fixed interaction with clients (drivers, mechanics) "SET" has the all-round information on operation of articles which is carefully treated, analyzed and systematised. The Manufacturer of such information cannot have — its contacts to buyers are restricted by return on a guarantee. To masters "SET" to eat than be proud, but they do not hide the workings out, and, on the contrary, make considerable efforts for their transmission on the pipeline Gaza that serial cars were so good as that corporation boxes leave.
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Thus, improvements of a construction of the car 3110 make GAS about 40 Open Companies of rbl. Certainly, in the conditions of low solvency of the population of the country, this index is comprehensible only to the restricted amount of people. However at introduction of the paths of interaction offered by us and orientation of the enterprises of a car industry and HUNDRED on the consumer, at closure of a cycle of these mutual relations on the fixed fundamentals the given index can be essentially lowered.
Results of our researches in the given part confirm the outputs made in the second part, about ability of improvement of quality of the Russian car at the expense of interaction of the enterprises HUNDRED and a car industry.
However issue of qualitative details demands improvement of quality of the operations made by the enterprises HUNDRED. The consumer as has displayed our research, shows serious requirements to quality of details and operations. Therefore a following stage of strengthening of use HUNDRED in heightening of competitive strength of a domestic car industry will be our offers on improvement of quality of operations and services of the enterprises HUNDRED.
In the basic performance of service operations on service and car repairs as the goods, quality [146 is, 116]. The international architecture of standardization (MOS) defines quality as set of properties and performances of a product which cause its suitability to satisfy certain necessities according to the mission [17, 29].
Rather HUNDRED, in our opinion, it is possible to select two degrees of quality:
Quality of production, operations and services HUNDRED - that is its ability to satisfy the necessity of consumers linked with use, maintenance, maintenance and restoration of working capacity of the car.
Quality of service of the client.
In each of these levels the three degrees of quality [93, 51] are selected. The first - conformity to standards. At this level quality is evaluated as answering or not answering to standards, specifications, contracts.
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The second level - conformity to market requirements. In an ideal variant it means sufficing of requirements of buyers concerning excellence and the low price of the goods. The third level - conformity latent (hidden, not obvious) to requirements. Advantage at the buyer receives the goods possessing in addition to another and consumer properties, satisfying necessities which at the consumer carry implicit, maloosoznannyj it character.
From the point of view of marketing, quality of the goods or services is their ability to satisfy necessity of buyers. HUNDRED are a measure of conformity of the shape and the maintenance of operations and services (production) to necessities of the owner.
Within the limits of the present research the analysis of indexes of quality of operations and services of the domestic enterprises HUNDRED (on an example of the examined 72 Moscow enterprises HUNDRED) has been carried out.
Quality of operations and services of the Moscow enterprises HUNDRED it was examined on 10 - a mark scale according to the most important indexes selected by us on the basis of application of a technique of expert estimations [19, 42-98], [25, 92-98]. At a choice of indexes following demands were made to them: significance for clients HUNDRED (item 2.2 see); comparability for all enterprises HUNDRED.
1. Hardware level. It was evaluated by expert estimations of the principal mechanics of the enterprises, proceeding from what percent of the equipment corresponded to the international quality standards, what percent of the equipment corresponded to the Russian quality standards, and also the percent of the equipment requiring urgent substitution.
Thus 1 point corresponded 10 % of the equipment corresponding to the international standards, 20 % of the equipment corresponding to domestic standards and 10 % of the equipment, requiring urgent substitution.
Calculation of points was carried on under the following formula:
Level of a hardware (points) = kol-in the equipment corresponding to the international standards + kol-in the equipment, corresponding to domestic standards - kol-in the equipment requiring substitution.
Level of professionalism of the basic workers. It was evaluated, proceeding from the sum of percent of workers of the basic manufacture of the enterprise which qualification corresponds to a post, the experience of operation both a qualification discharge, and percent of the basic workers which qualification at all did not correspond to official requirements was considered also.
Thus 20 % of the workers which qualification corresponds to official requirements, were evaluated in 1 point, 20 % of the workers having a qualification discharge above an average, evaluated in 0,5 points. As at the enterprises HUNDRED the set of the experts having different qualification and scales of charges works, discharges above an average on a post were considered. So, at the car mechanician it is the fifth discharge and above. Besides, 20 % of the workers having the experience of operation on a speciality over 5 years, were evaluated in 0,5 points. The workers who absolutely not are not corresponding to a post, were evaluated in 1 point for 20 % of workers.
Thus mean score calculation on the enterprise was carried on as follows:
Level of professionalism of the personnel = Kol-in the workers, corresponding a post (points) + kol-in the workers having a discharge above an average on a qualification grid (points) + kol-in workers, having the experience on a speciality over 5 years (points) - kol-in the workers which speciality at all does not correspond to a post.
Degree of service of clients. It was evaluated by us by following criteria:
Culture of dialogue (politeness, use of standard lexicon or obscene turns of speech, attention to the client, self-control) - from 0 to 2 points;
Appearance of corporation and employees (uniform presence, registration of an interior of a location for clients, registration of an interior of locations for repair, appearance of a signboard) - from 0 to 2 points;
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Parallax purity of locations and employees, observance sanitary-and-hygienic and, whenever possible, aesthetic norms of operation - from 0 to 2 points;
Speed of registration of the request of the client (from the moment of call before surrender of the car to the master): to 10 minutes — 2 points, from 10 to 30 minutes - 1 point, above 30 minutes - 0 points;
Exactitude of observance of periods of service - from 0 points (a delay of periods on more than 40 % of orders for 1 month) to 2 points (1 point - a delay on 40 - 15 %% orders in a month; 2 points - a delay on less than 15 % of orders a month);
Additional services (free diagnostics, recommendations about preventive repair, enterprise services - car granting in rent for the period of repair, cafe services etc.) - from 0 to 2 points.
Granting of guarantees on repair. In calculation conditions of warranty service after rendering of services in 5 most frequent aspects of repair undertook, and the average index in points was calculated. Thus the enterprises were evaluated on 10 - the mark scale developing of a score on aspects of repair: 0 points — a guarantee are not given, 1 point - is rendered a guarantee on services, 2 points — the guarantee both on services, and on the spare parts used in the course of repair is given.
Arrangement of the enterprise HUNDRED. The given index, despite the weak ratio to quality of operations and services, has been powered up by us in the list because of a high scale of significance for consumers of operations of the enterprises HUNDRED and considered by them as direct service. The estimation was made starting with 10 points by following criteria: 5 points — the enterprise are located along a large transport branch; 2 points - near to the enterprise the inhabited array or offices of the large companies is located; 2,5 points - the enterprise are located within MKAD; 1,5 points - the enterprise are located lengthways not enough a brisk line; - the enterprise the convenient entrance has 0,5 points.
It is necessary to mark, that, despite moderation of the requirements advanced by us, any enterprise has not typed a maximum quantity of points
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(50). During research 4 groups of the enterprises which estimations of quality by the basic criteria are close to each other have been determined. It: the firm enterprises HUNDRED, working on dealers of large manufacturers (4 enterprises, or 5,6 % among examined, indexes of which quality of services sharply differ from other groups of the enterprises), the enterprises with the experience more than 10 years — 11 enterprises (15,3 %), the workshops organised already during the Post-Soviet period, with number of employees more than 10 persons (34 enterprises, or 47,2 %), small corporations and the individual private businessmen created during the Post-Soviet period, with number to 10 persons - 23 corporations (31,9 %).
In table 3.1 results of research of indexes of quality of operations and services of the enterprises HUNDRED of Moscow are presented.
Table 3.1 - Indexes of quality of operations and services of the enterprises HUNDRED of Moscow Criterion the Firm enterprises HUNDRED predprija tija with the experience of operation more than 10 years Independent workshops Post-Soviet
The period with number more than 10 persons Independent workshops of the Post-Soviet
The period with number less than 10 persons the Mean score 1 2 3 4 5 6 1. Level of techniques 8,5 7,0 6,0 5,0 5,7 2. Level of professionalism 8,0 7,5 5,0 6,5 6,0 3. Quality
Service
Clients 7,5 4,0 6,0 4,0 5,1 4. Level of guarantees 7,0 6,0 7,5 4,0 6,1 5.
Arrangement of the enterprise 8,0 8,0 6,5 5,0 6,3 All points: 39 32,5 31 23,5 29,3
As follows from table 3.1 data, leaders on quality of operations and services are the firm enterprises HUNDRED, differing rather high level of the technical equipment and professionalism of workers of the basic manufacture. However the technical equipment of the given stations not on 100 % corresponds to the international standards. The former state enterprises high enough level of techniques and professionalism of employees, however, distinguishes one of the lowest indexes of quality of service (as at the expense of duration of registration of the requests, the great many of the delayed orders, and at the expense of appearance, despite observance of relative parallax purity in shops of the basic manufacture). Independent masterful (as small, and large) are distinguished by low technological level and professionalism level. And small corporations (with number to 10 persons) frequently work on the out-of-date equipment which considerable part demands urgent substitution. The hardware of larger independent workshops is a little bit better, however, mismatches the international quality standards. Large enough independent enterprises HUNDRED differ an average level of servicing and the highest guarantees at the expense of what compete to the large firm enterprises (as has displayed research, guarantees on repair are often perceived by consumers of services as an index of reliability of corporation). The small enterprises HUNDRED by the examined criteria are practically noncompetitive. Their basic advantage is the low level of the prices.
Using the given circuit of research at each concrete enterprise, guiding can determine the most problem zones and, liquidating them to raise quality of operations and services.
As we focused attention to inclusion in process of interaction of a car industry and HUNDRED independent small enterprises, it is necessary to achieve at first reaching of a high degree of quality of operations by them and services. As an example of it the measures spent on Open Company "East" can serve. Powers of the enterprise make 9 posts, number of employees - 17 persons, the area - 1 100 sq. m. Having changed
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Some of the indexes reduced in table 3.1, the enterprise has strengthened the positions in the market and became more attractive to consumers.
Table 3.2 - Practical measures on improvement of quality of operations of Open Company "EAST" of Change of indexes of quality of operations of the Expenditure for introduction, US dollar Time
ADVANTAGES, % Increase in the price at operations and services Cost advantages the Time of recovery of outlay (the common project) Renewal
The program
Securities
The diagnostic
The equipment 1000 50 - 1500-2500 4-8 months Substitution oborud ovanija Mounting 4200 30 + 500-1500 Descent-disorder 35 + 1000-1500 Improvement of professional skill of employees (2 persons) 400 20 - 300-850 Total: 6600 3300-6300 8 months
Thus, the enterprise could raise quality of operations and services, to attract additional consumers in service and, after the recoupment expiry of the term, and actually it has made less half a year, to augment received profit.
It is necessary to notice, that measures offered in research and calculations on heightening of constructive automobile elements, operations and services by the enterprises HUNDRED should represent the permanent process which is going into system of interaction of a domestic car industry and HUNDRED.
Highly professional shots are necessary for an embodiment of the ideas offered in given operation during a life, capable them to realise. This question is carried out by us in the separate paragraph.
More on topic 3.1 Improvement of quality of constructive automobile elements and operations by the enterprises of postselling service:
- 3.3 Methodicalrecommendations about improvement of quality of operation with consumers, informational-analytical functions of the enterprises of postselling service and data transmission to the industrial enterprises
- 1.3 Basic problems of architecture and control of the enterprises of postselling service
- 1.2 Architectures of a web of the enterprises of postselling service and its conformity to a motor-vehicle pool
- improvement of quality of the state services and formation of positive image of public service
- 2.3 Theoretical fundamentals of research of indexes of consumption of production of the enterprises of postselling service and their influence on heightening of competitive strength of the domestic car
- the application Definition of preferences and priorities of users of services of automobile service of of Moscow
- 2.2 Theoretical and practical aspects of a role of postselling service in heightening of competitive strength of domestic motor industry
- CHAPTER 1. The MARKET of CARS And POSTSELLING SERVICE: the CONDITION And TENDENCIES of ITS DEVELOPMENT
- 5.1. Perfection of the mechanism financial improvement of the agricultural enterprises
- 2,1 portfelnyj the approach as a way of improvement of quality of services of a bank of commerce
- Appendix A the Approximate list of operations and services in maintenance service of the vehicles belonging to citizens
- building materials, products and constructive elements of buildings, structures and constructions