SUNConferences, SAIIE NeXXXt

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INVESTIGATING THE ROOT CAUSES OF LONG LEAD TIMES IN THE AUTOMOTIVE AFTERSALES INDUSTRY BY MEANS OF THE LEAN PHILOSOPHY: A SOUTH AFRICAN CASE STUDY
Mia Mangaroo-Pillay, Rojanette Coetzee, Edward Davies

Last modified: 2019-08-29

Abstract


The aftersales service industry has the potential to produce 80% of an organisation’s profit, although most only generate 20%. Similarly, the organization, used as a case study, struggles to achieve their organizational OPIs and the consequent profit margins. The aim of the study was therefore to investigate the root causes and develop corresponding preventative actions.

The research followed a DMADV approach. The root causes determined by a 20-Key audit and five-why analyses were reported in a thematic map. Potential solutions were developed utilising Kernel theories, after which they were validated via the Delphi technique.

This study points out the many challenges when implementing a German adaptation of a Japanese philosophy (Lean) in the South African service industry, emphasizing the misunderstanding of lean principles. Furthermore, it highlighted the implications of a cross-cultural adaptations of lean, within organizational cultures.


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