The foremost idea in defining the research question was based on the observation that the automotive After Sales business could be improved by applying and adapting principles and methods used in other industries and in the field of Business Operations research. Its purpose is to present the insights and lessons learned from studying the After Sales service network of Volkswagen, thereby defining a roadmap for further research, and to discuss the needs of the sector. The thesis closes with an evaluation of the research work.Ībstract = 'This thesis aims to analyze the service operations and networks in the automotive industry as research into the automotive After Sales service network lacks the necessary fine details and industrial feedback. This network grasps the dynamics of After Sales activities in the light of new technological developments and the experience gained from the benchmark with other industries. The thesis highlights the development of a “best practice” network in chapter eight. In order to achieve an in-depth understanding of their general business models a benchmark analysis of six companies from industrial sectors complementary to the automotive business was then carried out and is described in chapter seven. Key performance indicators were identified from the important elements discussed and the best practices. The best practice dealer model is described in chapter five and was subsequently abstracted and generalized so that it can be applied to other industries too.Ī Data Envelopment Analysis (DEA), described in chapter six, was undertaken to determine the “efficient frontier” of service operations. The objective of the interviews was to highlight the most important activities in the service delivery operations within the network and identify the major key factors for success or failure. The proposed research methodology relied on extensive external and internal research and a qualitative and quantitative approach based on structured, in-depth interviews and direct observation. In chapter three the primary After Sales processes are described and analyzed, from the interaction with the customer to the necessary activities at wholesale and OEM level. The key characteristics of the automotive industry in Germany, at the VW Group, at OEMs and at the wholesale level were identified and are described in chapter two. The initial step thereafter was an extensive external and internal literature research.

With these promising indicators, FADA takes an optimistic stance, foreseeing a thriving festive season ahead for the Indian Auto Retail sector, FADA added.This thesis aims to analyze the service operations and networks in the automotive industry as research into the automotive After Sales service network lacks the necessary fine details and industrial feedback. As we transition beyond the Shraadh period on October 14th, the market is primed for the commencement of Navratri, signaling the start of a 42-day festive window. The favorable monsoon patterns, with India receiving 94% of expected rainfall, provide a positive backdrop for the festive season. This approach ensures a vibrant and stable market during the upcoming festive season. Inventory levels for passenger vehicles (PVs) have reached an all-time high, hitting the 60-65 days threshold, as dealers prepare for a robust 42-day festive period ahead, according to the data.Īs inventory levels for passenger vehicles (PVs) have reached an unprecedented 60-65 days threshold, it becomes crucial for OEMs to exercise caution, avoiding excessive inventory buildup, FADA said. The introduction of new models will further add to the optimism,' FADA said. In the 2W segment, although the initial half of the month might be quiet due to the Shraddh period, the aura of upcoming festivals like Durga Puja and Navratri is predicted to brighten the sales atmosphere, with enhanced customer sentiment and competitive pricing playing pivotal roles. 'As the festive season unfolds, a wave of anticipation and enthusiasm is expected to sweep across the automotive sector.

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