# Service Process Modeling in Practice: A Case Study in an Automotive Repair Service Provider
## 1 Introduction  
The automotive industry is experiencing accelerated dynamics, particularly in the after-sales service sector, because of economic fluctuations and changing consumer preferences. The economic crisis has accentuated this dynamic, pushing customers towards the low-cost and second-hand car market segments. In this context, after-sales services have become a vital source of revenue and profitability for after-sales organizations.  
Although there is an awareness of the importance of after-sales services, there is still a lack of research that specifically and in detail explores how to model service processesto improve performance in this sector. Most studies focus on general aspects of quality management or process optimization without addressing in depth the particularities of after-sales services in the automotive industry.  
Most studies analyze service processes in isolation, without considering the interdependencies between them and their cumulative impact on performance. Although there is research on process modeling in other industries, there is a need for specific studies that address the challenges and particularities of the automotive industry. Many scientific papers remain at the theoretical level, without providing concrete and applicable guidance for managers and practitioners in automotive service.  
Based on the analysis of the level of performance related to the after-sales service department activity at the end of 2022, the scientific research aims to identify ways in which the service processes within the automotive repair service segment can be analyzed and subsequently modeled.  
This study aims to make an original contribution by  
* Analyzing service processes in a holistic way, considering their interconnections and their impact on overall performance.
* Investigating the specific challenges and opportunities of the automotive sector and proposing context-specific solutions.
* Translating research results in concrete and applicable measures to improve performance in automotive service.  
By addressing these gaps in the literature, this study provides valuable insights for both academics and practitioners in the automotive industry. The development of a service process model tailored to the automotive repair service context represents a key contribution of this research.  
The following research hypotheses were formulated to guide the study:  
* Modeling service processes in an automotive repair service provider organization has a positive impact on efficiency and customer satisfaction.
* Optimizing resource allocation and customer communication positively influences the effectiveness of vehicle scheduling and reception processes.
* Ensuring technical competence and procedural compliance in the diagnosis and repair processes leads to improved service quality and reduced errors.
* Implementing a standardized handover process and actively collecting customer feedback enhances customer satisfaction and loyalty.  
This paper is structured as follows: Section 2 presents a review of the literature supporting the trends and research gaps discussed in this introduction. Section 3 outlines the research methods employed in this study, including the data sources, analysis techniques, and model development and validation processes. Section 4 presents a detailed analysis of the service processes in an automotive repair service provider organization, identifies critical success factors, and proposes concrete measures for process modeling and optimization. Section 5 discusses the results of the study, highlighting the positive impact of process modeling on organizational performance. Finally, Section 6 concludes the paper with a summary of the key findings, implications for academics and practitioners, and directions for future research.