# 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
#### 4.2.3 Diagnosis: Ensuring Technical Competence and Procedural Compliance  
The diagnostic process is an essential step in after-sales service, having a direct impact on customer satisfaction and the operational efficiency of the car service. Accurate and rapid fault diagnosis enables efficient repair planning, reduces customer waiting times, and avoids costly errors. Critical success factors:  
Technical competence of staff: Technicians must have a thorough knowledge of the different systems and components of motor vehicles, as well as practical skills in the use of diagnostic equipment. Continuous training and specialization on specific make or models of vehicles can help to increase technical competence and improve the quality of diagnostics. Use of high-performance diagnostic equipment: Technology plays a crucial role in modern vehicle diagnostics. Investing in state-of-the-art diagnostic equipment allows rapid and accurate fault identification, reducing the time needed for diagnosis and increasing the efficiency of the process. Complying with the manufacturer's recommended diagnostic procedures: Each vehicle manufacturer provides specific diagnostic procedures that must be strictly followed to ensure diagnostic accuracy and reliability. Failure to follow these procedures can lead to diagnostic errors, delays in the repair process, and customer dissatisfaction. Effective communication: Clear and open communication between technicians and service advisors is essential to ensure a correct understanding of the problems identified and the proposed solutions. This enables advisors to provide customers with accurate and complete information about the condition of the vehicle and the estimated cost and duration of repairs. Proposed improvement measures:  
Invest in ongoing technician training: The automotive industry is constantly evolving technologically, and technicians need to continually update their knowledge and skills to effectively diagnose and repair new vehicle models. Organizations need to invest in training and specialization programs for both existing and new technicians. Purchase state-of-the-art diagnostic equipment: Technology is evolving rapidly, and diagnostic equipment is becoming increasingly sophisticated and more powerful. Investing in such equipment can bring significant benefits in terms of diagnostic speed and accuracy, as well as customer satisfaction. Implement a knowledge management system: Such a system allows centralization and organization of technical information, diagnostic procedures, and best practices, facilitating rapid access to these resources by technicians and contributing to increased efficiency and quality of diagnosis. Use of digital tools: Technology can also be used to improve communication and documentation in the diagnostic process. Using specialized applications or platforms, technicians can record and share diagnostic results with service advisors and customers, ensuring transparency and better understanding of problems and proposed solutions. Consultation of service history: Information about previous work conducted on the vehicle can provide valuable clues for the current diagnosis. By reviewing the history, technicians can identify possible recurring problems or better understand the context in which the current faults occurred. Scheduling work according to complexity: Diagnostic work should be allocated to technicians according to their level of competence and the complexity of the problem. This approach ensures that each job is managed by the most qualified person, which can lead to faster and more accurate diagnosis. Checking for technical campaigns: Before starting diagnostics, it is important to check whether there are any technical campaigns or service recalls for the vehicle model in question. This can help to quickly identify known problems and apply the solutions recommended by the manufacturer.