# Service Process Modeling in Practice: A Case Study in an Automotive Repair Service Provider
## 4 Service Process Analysis and Modeling
### Critical Success Factors and Improvement Measures for Each Process
#### 4.2.5 Vehicle Handover: Improving the Handover Process and Collecting Feedback  
Vehicle handover is the final stage of the service process and has a significant impact on the customer's overall perception of the quality of the service provided. This stage involves not only the physical return of the vehicle, but also transparent and detailed communication with the customer and ensuring that the customer is fully satisfied with the results of the intervention. Critical success factors:  
Final quality check: Before handing over the vehicle, it is essential to conduct a rigorous final check of the quality of the work conducted and the general appearance of the car. This includes both a thorough visual inspection and a test drive in conditions like those described by the customer, to confirm that the faults have been fully rectified, and that the vehicle is working properly. Clear explanation of the invoice and the work conducted: The service adviser should clearly and transparently present the details of the invoice to the customer, explaining each piece of work conducted and the associated costs. This transparent approach helps to build trust and avoid misunderstandings. Collecting feedback and handling complaints: Customer feedback is a valuable source of information for continuous service improvement. The systematic collection of feedback and the implementation of an effective complaint handling process enable the organization to identify and correct any shortcomings, contributing to increased customer satisfaction. Proposed improvement measures:  
Implement a standardized handover process: A clear and well-defined process, including a rigorous final quality check, a detailed presentation of the work conducted, and a transparent explanation of the invoice, can ensure positive and consistent customer experience. Preparing the vehicle for handover: Before being handed over to the customer, the vehicle must be washed and cleaned, and all traces of the work must be removed. It is also important to check that the exterior and interior condition of the car corresponds to that at the time of receipt and to inform the customer if there are any differences. Delivery of replaced parts: Replaced parts should be delivered to the customer in their original packaging, properly protected to prevent fluid leakage. This practice demonstrates transparency and professionalism. Use of digital tools: Technology can facilitate the handover process by allowing customers to pay online or via mobile terminals, as well as provide direct feedback via dedicated applications or platforms. Implementation of an effective complaint handling system: In the event of a customer being dissatisfied with the service provided, it is essential to have a clear and transparent complaint handling process in place to allow for a quick and amicable resolution of the situation. Scheduling the handover and avoiding overcrowding: The service advisor should schedule the handover at a time that is convenient for the customer, thus avoiding overcrowding and excessive waiting times. Collecting feedback and implementing loyalty programs: After the handover, it is important to collect feedback from the customer about their experience with the service. This feedback can be used to identify areas for improvement and to develop loyalty programs that reward loyal customers and encourage them to return. Figure 4 summarizes the critical success factors in the vehicle handover process, highlighting the importance of final quality checks, transparent communication, feedback collection, and complaint handling. Figure 5 illustrates the importance of quality assurance at all stages of the service process, from scheduling to handover, to achieve customer satisfaction and increase organizational performance.