Open Access Conference Proceedings

A high standard of aftersales service is a prerequisite for the competitiveness and long-term prosperity of the global automotive industry. However, to achieve a high level of service processes, the right conditions must be created, and a number of tasks must be successfully resolved. One of the most important tasks is to identify waste and process bottlenecks that hinder the ability to perform all service processes flawlessly, flexibly and effectively. In addition, the current global situation, which creates uncertainty about the availability of resources, be they material, human or energy, makes the issue of waste and its elimination even more important. The authors of this article have decided to use their practical experience to propose a conceptual framework for the identification and subsequent elimination of waste, with the possibility of using it as a standard tool in continuous improvement processes.

Keywords: Automotive industry, lean, service processes, waste identification, process bottlenecks, conceptual framework, continuous improvement

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