A systems study on the Operations Department of Bosch Service Solutions Manila

• Main Authors: Adre, Nikki Isabel F., Burgos, Joseph Kyle C., Nacino, Kyle Benedict Q.
• Format: text
• Language: English
• Published: Animo Repository 2016
• Subjects: Industrial engineering; Bosch Service Solutions, Inc
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/7464
• Institution: De La Salle University

Bosch Service Solutions Manila is an international provider of business process outsourcing services. It is known for developing, implementing, and operating new and innovative business models in cooperation with the clients. Solutions are provided worldwide in more than 30 languages in the fields of mobility service, building & infrastructure services, customer interaction services and business support services. The site was established in 2010 and expanded its office in W Tower both located in Bonifacio Global City. Upon evaluating the different accounts managed by Bosch, Lufthansa customer feedback management (LCFM) deemed to have the highest impact concerning its average handling time (AHT). The AHT of LCFM from January to December 2014 exceeded the target of 78 minutes by 61.375 minutes resulting to a 78.69% deviation. The opportunity loss associated to the unmet target amounts to Php8,259,524. The root causes identified that contributed to the excessive AHT is the current process of the system in handling a specific feedback case and the attributes and skills possessed by the customer service representatives. The causes involving the process or method include the repetition of initial steps of the first time it was evaluated, the long response time from customers, and insufficient solutions. The causes involving man include a few experience, low productivity, unscheduled absences and unavoidable errors. By using a stream analysis, the root causes identified were found to be linked with one another. As such, a systematic solution was proposed. The proposed system solution is an integrated database resource development management system (IDRDMS). The proposed system comprises of individual solutions that work together for an accurate and consistent flow of information enhances the skills of the customer services representatives. The proposed system is divided into four aspects which are process improvements, establishment of standard times, manpower management, and hiring qualifications. Assuming the proposed system has been implemented, it was estimated that the actual AHT will be reduced to 84.46 minutes. The computed net present value (NPV) of the proposed system is Php1,123,282 by using the managements minimum acceptable rate of return which is 15%. The company would be able to recover its initial investment of Php1,020 in 0.0177 months or 0.354 days. Evidently, the values provided show that the proposed solutions are feasible and cost-effective to implement. The proposed solutions can be implemented within 6 months and would be controlled in the succeeding years.