Chapter 1

Background of the Study

Customer satisfaction dissatisfaction is now the key element in the

measurement of the service quality level. Dissatisfaction may occur at any

interaction between customer and dealer. At service center customers come for

after-sales service or new automobile service taken. Servicing of vehicle should be

carried out through a sequential process (1) proper technical examination (2) proper

estimation of time and cost (3) proper service work (5) and lastly proper billing

(Jafrin, 2017).

These days, automated system is already a major trend and the current

demand of establishments. Automated means the involvement of computers.

Computer programmers provide computer systems for people to find convenience.

The advent of the technology gave an easy, hassle free interaction and a better way

of communication between and among humans. Automation is an advantage

whether it is in business, science or any task a person takes. Speed and quality of

work is provided by the automated system. Today, establishments have used an

automated process due to its efficiency and accuracy (Del Rosario, 2010). With the

onset of information technology, service managements have gradually shifted to

automated or online systems. These include Custom Web Development and

applications where professional websites are designed to facilitate better customer

relationship management in terms of their services (Wickman, 2011).

At this technological era, interactions and individual simulation became

related to technological availability of time and place. The transformation of

technological or digital era has evolved manual transactions into automated

transactions. With this reason, problems faced related to manual services

management processes has given solutions or alternatives, a system which can edit,

delete, filter, monitor, store and secure record are developed for the convenience of

the establishments as well as the customers (Mercado, 2016).

Bari (2016) discussed the business process problems which can be solved by

automation. The problems include (1) too many costly human errors: The higher the

human error rate, the more will be the costs for rectification. First of all, it is important

to understand that humans are more likely to make mistakes, become tired, and

display poor judgment at times. On the other hand, machines never get tired and are

programmed to work with no room for error. (2) Dispersed processes and lack of

integration: Processes in an organization usually lack integration and are dispersed

over multiple departments. It becomes difficult to manage all processes and ensure

they are meeting desired objectives. Automation can help streamline and integrate

all business processes and components. (3) Manual filing and reporting: On any

given day in a company, high volumes of data and information are transferred from

one department to another in the form of files and documents. The communication

channel is often lengthy and tedious. In many cases the reports generated manually

are prone to error and miscalculations. Automation tools give businesses the ability

to automate filing, reporting and documenting tasks. Business process automation

programs can manage documents, compile, store and generate all kinds of reports

with a simple click of a button. (4) Ineffective customer service: To keep a business

going, the company must keep their customers happy. Customers will often judge a
company by the customer support services they receive. In most cases, customer

service teams are busy processing documents, filing, and handling paperwork which

results in ineffective delivery of services to customers. With an automated system,

workload of the customer support team can be reduced, allowing them to perform

better. Some automation tools also provide automated email and call options for

customer inquiries. (5) Fast company growth: companies these days are growing

fast, and so is the level of complexity and number of tasks. Managing a fast-growing

business can be really difficult if the company do not have readily available

resources. In such a scenario, companies should consider automating time-

consuming tasks.

With all the problems encountered in manual or traditional service

management, Kongoli (2012), discussed the demand for sustainable growth in the

incoming 21st century is automation. The goal of automation and also one of the

cores of this sustainable growth is "Doing more with less". Because automation

lessens the human work with the help of machines, automation brings productivity

increase, exceeding what humans can do relating to the quality of the products, and

most importantly, it gives space, time, and energy for humans to deal and develop

more advanced technologies. Developing new technologies is considered as one of

the successful formulas to arrive at a goal of sustainable development. Moreover,

Uson, Abrahano and Cabinta (2012) states that, "Through automation, organizations

can improve the quality of service and enhance its operations to better serve the

customers" .
 The automotive services industry includes all activities relating to the

maintenance, repair, modification, inspection, and preparation of vehicles, as well as

the installation of parts and accessories in vehicles, in order to re-establish or

maintain their physical integrity, comfort and optimal and safe functioning. It also

includes the sale, supply, and distribution of products, parts, and accessories

necessary for carrying out these activities (CPA Montreal, 2019).

Automotive service is a very complex and ever-changing business. The

products, the technology, and the needs and desires of the customer base change

daily. In the auto repair business, it is rare that a service management employee has

the luxury to specialize in just one area. A manager in automotive service is

expected to be a “jack-of-all trades.” As a result, an effective service manager must

possess a wide range of knowledge and skills to effectively address daily

challenges, skills ranging from accounting and advertising to customer relations and

scheduling—and beyond (Reizen, 2013).

The manually working in the automobile service center becomes very difficult

because all kinds of information about vehicle are stored at some file. The filling of

all vehicles, which comes for the service, is very difficult to maintain, because each

vehicle occupied one file for the information about their vehicle. Means when we

want know the information about any vehicle then we want to find out the file where

we stored the file. The finding of the file is very difficult for manager or for the

persons who working in the service station (Perceival, 2015).

All the process is done in manually therefore the creating of Job card,

updating of the vehicles file, these processes are very time consuming. These all the
process takes lots of paper due to which it consumes lots of time. Maintaining and

generation of all documents is done very slowly (Smutch and Rheikam, 2014). In the

system process such as making different type of reports, tedious calculations are

examples of time-consuming process in the system. It is also time-consuming

process to know the actual survey of the Automobile service center when written

manually but through computerized system it takes less time, as it is speedy and

accurate (de Clunie, 2014).

Manual tracking of record keeps takes more time to gather customer data and

need more space to store these files. With limited staff members, they have to do

more work with the current manual system, they have to enter details and maintain

these files and for online customers they need to communicate with emails and need

to keep records of those emails too for future references. By keeping manual

records there is a high risk for security too (Lakmal De Mel, 2016).

The Tierodman Auto Center is a business established in 2010 in Laguna

Philippines. The business offers automotive services. The management of services

use to utilized by the business is the traditional process of data recording. The

business’ staffs are using log books, planner, client’s books and other forms in

generating reports and getting information about their customers. The main problem

they experience using manual keeping of services records is that they can’t easily

track client auto profile from their services to their clients. Their manual process of

their traditional business model gives the full responsibility to their staffs which leads

to a higher possibility of human error. Transferring and sorting of records are also

done manually which can be a cause of wrong data input. Because manual system
uses papers, it takes time to find and search old records (Oribiana & Cerafica,

2015).

Company Profile

Datuin Auto Repair Shop, a business establishment in Calasiao Pangasinan,

also handles automotive services use traditional business process which according

to them demands more time and effort. The business performs service management

and computations manually through paper and pen. This makes the staff worry

about inconsistencies in services in cases of hectic and on the rush works. Problems

that the businness encounters regarding the manual process include: conflicts of

auto repairs schedules, unsecured guest records, too much time in finding a certain

customer's information, unreliable computation of customers' bills, and delayed

reports for the guest.

Figure 1.1 Research Paradigm of Automotive Service Management System for Joemar Auto

Repairs and Services

Statement of the Problem

This study aims to design, develop Automotive Service Management System

for Joemar Auto Repair and Services, this study shall seek to answer the following:

1. What are the processes that shall be considered in the business model of

their service management?

a. organizational structure;

b. process; and

c. auto repair and services data?

2. What are the major difficulties and challenges related to business model

on the automobile service management implementation?

3. What are the procedures that supports the implementation?

Objectives of the Study

The main objective of the project was to develop a generic web-based

application for automotive service management system to expedite operations and

customer service. The objectives of the study were as follows:

1. to determine the functional and non-functional requirements needed for

the system.

2. to determine the features and modules that are to be implemented to the

system.

3. to identify how the system will be designed and technologies that will be

used in the development of the system.

4. to develop and provide a deployment plan

Significance of the Study

This study is beneficial to the following:

Employees. The proposed system will help lessen the paper works of

employees and will make the process of automobile services records for better

customer relationship management purposes simpler and faster. It will help the

staffs to alleviate the problems encountered in automobile service record tracking

when done manually. The system will make the staffs more organized and will also

lessen the possibility of losing information compared to using appointment books. It

can help the staffs in reducing phone calls and e-mails from clients seeking

automobile services. Searching and gathering details on auto services management

will be easier and faster because it generates reports automatically. Most

importantly, this will enhance the staff’s function and performance.

Clients. The proposed system gives business owner more easy access to the

auto services process. It will provide convenience to the owner and clients in a way

that they can perform a service record management online anytime and any day as

long as they have internet access..

Researcher. This study helps the researcher to experience and gain more

knowledge and skills in developing an automobile service management system. It

will enhance the researcher’s potential and improve his creativity as he develops the

system. It will also help the researcher to analyze what improvements needed for an

automobile service managements system to become successful in accordance with

the requirements. It will give the researcher a higher level of competitiveness in

which he can use in improving his work output in the future.

 Future researchers. This study will serve as a reference or guide for future

researchers. This will assist them in finding information about their, and it can serve

as a basis for their study. It will also give them ideas for developing their information

system. They can also enhance and provide additional features as recommended

and if necessary.

Score and Limitations

This study covers the development of a generic Online Automobile Service

Management System for Joemar auto repair and services. The systems to be

developed will be used by business the owners for their automobile service

management. Online Automobile Service Management System is composed of two

main components: a client-side application which will run on both Android and Web

compatible handsets, and a server-side application which will be used by the

administrators to support and interact with various client-side features.

The system to be developed is focused on automobile services being offered

such as car repairs, Periodic Maintenance Service (PMS), and etc. The system is

designed to cover an easy step-by-step appointment scheduling, sending of

confirmations and reminders, assignment of user roles and management, reporting

and analytics, security, scalability and reliability.

This study does not cover sales, parts and accessories, car wash and

detailing. Moreover, the online automobile services managements system does not

integrate payment options as well as the company’s sales or any existing information

system.
Definition of Terms

The following terms are operationally defined on how the researcher used

and interpreted them in connection to the study.

Automobile . Is a wheeled motor vehicle used for transportation. Most

definitions of car say they run primarily on roads, seat one to eight people, have four

tires, and mainly transport people rather than goods.

Automobile Repair Shops. Also known regionally as a garage or a

workshop is an establishment where automobiles are repaired by auto mechanics

and technicians.

Analytics. Ss the discovery, interpretation, and communication of meaningful

patterns in data. It also entails applying data patterns towards effective decision

making. In other words, analytics can be understood as the connective tissue

between data and effective decision making within an organization.

Customer Relationship Management. Is a technology for managing all your

company’s relationships and interactions with customers and potential customers.

The goal is simple: Improve business relationships. A CRM system helps companies

stay connected to customers, streamline processes, and improve profitability.

Rapid Application Development (RAD). A method of software development

which heavily emphasizes rapid prototyping and iterative delivery

Service Management. In the manufacturing context, is integrated into supply

chain management as the intersection between the actual sales and the customer

point of view.
 Self-Evaluation. A judgment made by an employee about their own work,

abilities, etc., or the process of doing so.

Usability Test. Is a technique used in user-centered interaction design to

evaluate a product by testing it on users. This can be seen as an irreplaceable

usability practice, since it gives direct input on how real users use the system.