Sector: Automotive
Our client provides vehicle repairs in the field

Scope:
Improve RFT and capacity of jobs completed in the field.

Application:
LMR’s approach is hands on and immediately work was carried out with the technicians, call centre, planning and procurement staff to understand their problems, their role in the operation and the restrictions placed upon them by other departments and systems. High level and detail VSMs were created to understand key metrics and the current state.

- Visual Factory ( Information Centre)
Using information that was already available and new performance focused metrics such as Direct Run, Right First Time and Equipment/People availability an information centre was prepared and used to drive day to day operations.

- Problem Resolution
A0 sheets designed to capture problems, allocate responsibility and effectively drive countermeasures were introduced into every department of the business.

- Standardised Work
Clarification of the standardised work needed to ensure effective workflow, this benefited both the call centre and planning as their responsibilities could be refined with the call centre taking up a better form of initial planning.

- Quality
Quality of the vehicle finish was already a focus due to the nature of the work however we focused on quality of information leading up and following on from the actual repair activity, this thinking and the application of some basic error proofing reinforced the area of direct run.

- TPM
Equipment and vehicle reliability was a major focus, with tpm check sheets and failure mode containment actions being put into place, the resulting improvement in availability meant that less re-planning of existing jobs was made of an already stretched system.

Results:
The client has begun its 3rd expansion phase but with only an increase of 9% direct labour and by continuing to action our lean thinking and are now completing 460 jobs per day, more than a doubling in capacity.

ROI on LMR resources 14:1.