CASE STUDY ON

THE SPARK BATTERIES LTD.

SUBMITTED BY
SUCHITRA RAVI
IMRAN KHAN.A
NEEMA MADHAV PRASAD
VENGATA DURGA PRASAD
1. PROBLEMS BEING FACED BY SPARK BATTERIES?

SPARK BATTERIES ARE NOT ABLE TO PROVIDE THE

DESIRED 98% SERVICE LEVELTO THE CUSTOMERS.
THE CUSTOMERS ARE NOT SATISFIED WITH THE
SERVICE PROVIDED BY SPARK BATTERIES.
THE MANUAL SYSTEM THEY ARE USING AT PRESENT
DOES NOT PROVIDE REQUIRED INFORMATION
DURING SERVICE.
THERE IS A MINOR PROBLEM WITH THE QUALITY OF
SERVICE PROVIDED BY ONSITE SERVICE ENGINEERS
AS IS NOT SATISFACTORY.
MANAGING SERVICE GOODS INVENTORY.
2. WHAT KIND OF INFORMATION SYSTEM WOULD
SBL NEED?
SBL MUST INSTALL A CROSS FUNCTIONAL
INFORMATION SYSTEM.
CROSS FUNCTIONAL SYSTEM MUST CONTAIN AREAS
LIKE OPERATION,PROCESS CONTROL, MANAGEMENT
AND TRANSACTION.
ALL THESE FIELDS MUST BE INTERLINKED AS ALL PLAY
AN MAJOR ROLE IN THE SERVICE PATTERN OF THE
SBL.
3. WHAT KIND OF INFORMATION THEY SHOULD
MANAGE TO ACHIEVE THE SERVICE LEVEL OF
98% ?
SBL MUST GATHER ALL THE DATAS ABOUT THE
PRODUCT DELIVEREDTO THE CUSTOMER.
THE INFORMATION SYSTEM OF SBL MUST GENERATE
THOROUGH INFORMATION ABOUT THE PRODUCT
SERVICED OR GOING TO SERVICED.
THE IS MUST BE EFFICIENT ENOUGH TO GENERATE
AUTOMATIC SERVICE PATTERN TO THE SERVICE
ENGINEERS ABOUT THE PRODUCT.
THE MUST START A NEW CUSTOMER CARE TO TAKE
UP ALL THE SERVICE CALLS AND RESPOND ASAP.
4. TYPE OF DATA SBL MUST CAPTURE AND MANAGE
AT SALES OFFICE LEVEL AND SERVICE WORK
SHOP LEVEL?
SALES OFFICE LEVEL
DETAILS ABOUT THE SALES OF PRODUCT.
NEXT DUE BATTERY CHANGE/SALE TO THE
PRODUCT(FOR INVERTORS).
DETAILED INFORMATION ABOUT THE HAPPENING IN
THE SERVICE WORKSHOP
SERVICE WORKSHOP LEVEL
HISTORY OF SERVICE PROVIDED.
HISTORY OF THE FAULTS IN THE PRODUCT AND
SERVICE PROVIDED FOR THE SAME.
GENERATE DATA FOR THE NEXT SERVICE DUE.
5. AS A SERVICE MANAGER , SUGGUST THE VARIOUS
OUTPUTS THAT YOU REQUIRE THE SYSTEM TO
GENERATE ?
INVENTORY LEVEL OF THE SERVICE GOODS.
SERVICE PROVIDED FOR THE PRODUCT AND FAILURE
PATTERN.
OUTPUTS TO MANAGE/SERVICETHE BATTERIES
WORK PATTERN FOR SERVICE ENGINEERS BASED ON
THE SERVICE CALLS.
OUTPUT ON THE WEEKLY/MONTHY SALES AND THE
SERVICE PROVIDED TO THE PRODUCT TO STUDY THE
MARKET AND WORK TOWARDS IT.
6. AS A SERVICE MANAGER , SUGGUST THE VARIOUS
REPORT THAT YOU REQUIRE THE SYSTEM TO
GENERATE ?
DETAILED REPORT ON THE SERVICE PROVIDED TO
THE PRODUCT.
GENERATED REPORT ON THE SERVICE THAT A
PRODUCT REQUIRES IN FUTURE.
QUALITY OF SERVICE PROVIDED BY THE SERVICE
ENGINEERS ONSITE AND ON FREE SERVICE PERIOD.
COMMON PRODUCT FAILURES FACED AND
FORWARDING THE REPORT TO R&D DEPARTMENT TO
REWORK ON THE PRODUCT.