Case Study Questions: SPARK BATTERIES LTD.

1. Identify the problems being faced by Spark Batteries Ltd.

Answer: The problems that are being faced by SBL are:

1. Their unable to reach their objective of 98% service to customers.

2. SBL is finding difficulties in maintaining spare parts inventory and also unable to keep service schedule.

3. SBL’s products are making customers happy, but there are not at all satisfied with SBL’s services.

4. The manual card system which SBL is using has a lot of information. But it is not accessible for preventive

maintenance. So SBL is unable to use its own system when it is required.

5. Service engineers are not recording preventive calls. So the customer is not getting timely service. Therefore

SBL quality is degrading.

2. What kind of information system would SBL need?

Answer: The kind of information system SBL must develop is:

1. It must have collective database where all information is brought down under one umbrella.

2. Also the preventive calls must be automatically registered and date of service must be alarmed by the IS.

3. The data in database must be accessed by the engineers through a security channel where ever they are in India.

3. What kind of information they should manage to achieve the service level of 98%?

Answer: To achieve 98% of service level SBL must manage information in following way:

1. When a complaint for service is received, SBL engineer must gather all information about product sold.

2. When the service tag which is assigned to the product is given in IS it must generate all information about that

product like the model, the type, the customer name, address and the last service done, etc.

3. Centralizing the preventive process and keeping customer care to check on it at regular intervals.

4. When the service is done data must be given back to the IS. So it generates a call to the customer about the

delivery of the product.

4. Suggest the type of data SBL must capture and manage at sales office level and service work shop level?

Answer: The type of data SBL must capture and manage at sales office level is:

1. Making the manual card data for preventive maintenance available at sales office as well.

2. To keep the inventory level up to the mark with regards to the next due of battery change a complete list must

be provided at sales office.

The type of data SBL must capture and manage at service work shop level is:

1. History of service to the product in provided.

2. Measures must be taken by SBL to decrease the workload in service work shop by servicing properly.

3. The faults made by service work shop must not be repeated.

4. Service for next due must be generated.

5. As a sales manager, suggest the various outputs that you require the system to generate?

Answer:

1. Inventory level of the service goods.

2. Service provided for the product and failure pattern.

3. Better storage facilities must be made to preserve battery water.

4. The duties and tasks of the service engineer must be reviewed.

6. As a service manager, suggest the various outputs that you require the system to generate?

Answer:

1. Understanding the pattern of previous faulty cases and revamping accordingly. 2. Generated report on the service that a product requires in future. 3. Quality of service provided by the service engineers onsite and on free service period.

4. If possible extending the delivery date of services to prevent the inconvenience caused to the customers when they have to bring their products every time for small repairs.