# 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
#### 4.2.1 Vehicle Scheduling: Optimizing Resource Allocation and Customer Communication  
Vehicle scheduling is the first essential step in the service process, with the primary objective of efficiently allocating available resources (technicians, spare parts, and equipment) to respond promptly and effectively to customer requests. Well-managed scheduling ensures optimal use of workshop capacity, minimizes waiting times for customers, and contributes to increased customer satisfaction. Critical success factors (Figure 2): \begin{table}
\begin{tabular}{c c c c c} \hline \hline
**Motor** & **Cars Motor** & **Commercial Motor** & **Damaged Motor** & **Total of Motor** \\
**Service/Month** & **Service** & **Vehicles Motor Service** & **Vehicles Motor Service** & **Service Hours 2023** \\ \hline January & 650 & 650 & 950 & 2250 \\ February & 850 & 800 & 1150 & 2800 \\ March & 930 & 850 & 1360 & 3140 \\ April & 930 & 850 & 1360 & 3140 \\ May & 930 & 900 & 1360 & 3190 \\ June & 930 & 950 & 1360 & 3240 \\ July & 930 & 950 & 1360 & 3240 \\ August & 930 & 950 & 1360 & 3240 \\ September & 930 & 950 & 1360 & 3240 \\ October & 930 & 950 & 1360 & 3240 \\ November & 930 & 950 & 1360 & 3240 \\ December & 750 & 750 & 100 & 2500 \\ Total in 2022 & 10,620 & 10,500 & 15,340 & 36,460 \\ \hline \hline \end{tabular}
\end{table} 
Table 1: Invoiced hours according to income and expenditure budget. Preparation of service advisors: Service advisors are the interface between the organization and customers, responsible for scheduling work, communicating with customers, and managing customer expectations. Adequate training of the advisors, both technically and in communication and customer relationship skills, is essential for effective scheduling and to ensure positive customer experience. Implementation of an electronic scheduling management system: Such a system allows real-time visualization of the availability of resources (technicians, spare parts, and equipment), and their optimal allocation according to customer requests and the complexity of the work. Proactive communication with customers: Effective and proactive communication with customers, including confirming appointments and informing them of any changes, is essential to manage customer expectations and reduce no-shows. Figure 2 is an original contribution of this study. Figure 2 illustrates the critical success factors for each step. This figure, like Figure 1, is intended to provide a clear and concise overview of the service process model and its key components. Proposed improvement measures:  
Training service advisors: In addition to sound technical knowledge, service advisors need to be trained in effective communication, active listening, objection handling, and selling techniques. This training will enable them to better understand customer needs, provide appropriate solutions, and promote additional services, thereby helping to increase revenue and customer satisfaction. Implementing a visual management system: Using a visual management system, such as a scheduling board or specialized software, can make it easier to monitor the progress of work in real time, quickly identify any delays, and take corrective action. Figure 2: Critical success factors for motor vehicle programming management. Use automated confirmations and notifications: Automating the process of confirming appointments and sending notifications to clients can reduce human error, improve communication, and reduce no-shows. Real-time electronic scheduling: This allows more flexible and efficient scheduling management, allowing quick adjustments according to resource availability and customer requests. In addition, workshop managers can intervene in real time to redeploy work if a technician becomes unavailable, ensuring that delivery deadlines for customers are met. Involving Info Desk staff: To reduce waiting times for customers and free up service advisors for more complex tasks, Info Desk staff can be trained to take appointments for low-complexity maintenance and repair work.