ABSTRACT
The company studied was a 15-minute automobile oil change provider operating in Toledo, Ohio. The company employed ve service technicians and one supervisor and operated seven days per week from 7 a.m. to 7 p.m. Recently, a new quick oil change business opened in the area and the company was beginning to drop sales, suffer lower customer satisfaction, higher oil change times, and high employee turnover. The purposes of the study were to understand the cause of the issues, quantify the issues, identify the cause, and improve productivity and customer service.
