Diagnostic Skills Training Program

Re-skilling the dealer workshop technicians of a leading passenger car manufacturer in India with a clear objective to enhance their Technical Diagnostic capabilities.

Customer

A major passenger car manufacturer in India

Business Need

The customer, with many thousand technicians working in the service network, wanted a customized solution to enhance their diagnostic skills with an ultimate aim to improve service quality and customer satisfaction. Customer also wanted to develop diagnostic approach for various vehicle systems to help technicians cut down diagnosis time and avoid repairs with hit and trial method. After understanding customer needs Blend Consulting offered a turnkey solution to develop and deploy the solution which will continue to produce desired results.

Our Solution

Blend Consulting worked with Cross Functional Team of the customer comprising the members from Field Service, Service Training, Technical Administration and Customer Care to arrive at the list of areas, systems and technologies which are major contributors to repeat jobs and customer complaints. A detailed design document was then proposed by Blend Consulting to develop an extensive Diagnostic Training Program.

A special team was then put at the customer premises to develop the program in close coordination with technical training team. After 4 months of development effort the first pilot session was conducted with participants from field service and technical training. After incorporating the feedback from pilot session the final module deployment started for the technicians at all the dealerships from the regional training centres of the manufacturer. The program has been received very well and highly appreciated by the target audience.

Results

By designing and deploying a customized re-skilling program, Blend Consulting is helping the customer to increase their dealer technicians’ knowledge and diagnostic skills resulting in: 

• • Improved quality of repairs 

  • Reduced diagnosis time 

  • Lower warranty costs 

  • Higher customer satisfaction.