INTRODUCTION

Automobile is one of the largest industries in global market. Being the leader in product and process technologies in the manufacturing sector, it has been recognized as one of the drivers of economic growth. During the last decade, well-directed efforts have been made to provide a new look to the automobile policy for realizing the sector's full potential for the economy. continuous increase in The liberalization which policies have led to competition has ultimately resulted in

modernization in line with the global standards as well as in substantial cut in prices. Aggressive marketing by the auto companies have also played a significant role in boosting automobile demand. Therefore, to survive in this growing competition, these companies have to meet the needs of the customers as well as the corporate world. The success of these companies depends, to a great extent, on the opinion of and the degree of satisfaction experienced by the customers. Therefore, quality of service offered by these companies is a matter of great importance. With this objective of identifying and evaluating service quality dimensions, a survey of customers was conducted.

LITERATURE REVIEW

The automobile industry in India is the ninth largest in the world with an annual production of over 2.3 million units in 2008. Following economic liberalization in India in 1991, the Indian automotive industry has demonstrated sustained growth as a result of increased competitiveness and relaxed restrictions. Several Indian automobile manufacturers expanded their domestic and international operations. India's robust economic growth led to the further expansion of its domestic automobile market. The main measure toward the development of the auto sector in offering quality service is to establish well-organized service-centers across the country. The good design of an auto workshop is to help in providing repairs work, vehicle maintenance and supply of spare parts for the vehicles. In this research, results obtained through the literature review, are by observation made on garages and service centers and by participating directly into the workshop activity. The prime objective of this study is to provide a design that gives the best in terms of Physical & Facilities layout of the workshop. The following aspects should be considered under the objective: 1. 2. 3. The workshop layout The organizational structure The working procedures

LAYOUT PLANNING
Due to the fact that an organization normally must live with the layout for a long time, any mistake in the actual layout can be costly. These mistakes should be made and corrected on paper long before the physical movement of equipment begins. The planning of a layout of workshop is exceptionally important .Planning the layout takes into account many factors some of which are the size of the station, the kind of work that predominates in its functions, equipment, material and manpower needs. The planning must also consider the activity relationship between the various departments. Departments with more important relationship are arranged closer together.

EFFECTS OF A GOOD LAYOUT

A good and effective layout results in the following advantages. Planned material flow. Buildings are constructed around a pre-planned design. Related operations are close together Production time is predictable Orderly materials handling and storage .

Workshop layout

Normally a Standard Workshops consists of some specific areas for the more important parts of the workshop. It usually has Inspection room, Lubrication room, Engine repair room, Electric service room and tool room. In inspection room, incoming vehicle checks, after-servicing checks, etc. are conducted. Here, the vehicle condition is checked using various types of mechanical equipment & oil leaks, tinges of parts, and wear and loss of various parts are also checked for by means of a pit. Lubrication room is the place where grease-jobs, engine and gear oil exchanges, etc. are conducted. In this connection, it is necessary to install storage areas for oils and greases very near to the vehicles. Engine repair room is where engine overhauls and corresponding repairs are conducted. An engine repair shop is not necessarily in all garages. That is, since an engine overhaul requires skilled technicians, it cannot be done well at branch garages. In Electric service room, repair and overhaul of electrical parts and winding, battery recharging are conducted. Tool room is used for storage of common tools, large-size common tools, Nissan Diesel special tools, measuring devices, etc. One person should be in charge of the tool room. He should keep a record of all tools issued to the mechanics and should order new tools to replace those that wear out. Machine room is where necessary machine operations for vehicle repair are conducted. Normally an agreement is made with a suitable outside machine shop, and servicing is done by them. However, it is desirable to perform simple operations at the distributor/dealers garage.

Control systems

Control systems are needed for the workshop in order to offer effective control over work loading, work distribution and work flow. This is to ensure a well utilized workforce and satisfied customers.

APPOINTMENT PROCEDURE
Customer calls to make an appointment Customer gives names, vehicle details and phone contact number. Customer accepts appointment or chooses another option offered by the service advisor. Service advisor introduces department and gives his/her name. Service advisor asks customers and vehicles details; name, year, model, registration number. Service advisor determines customers main request, either general repairs or periodic maintenance. Service advisor checks appointments availability and suggests the appointment day, time and price (if possible).

MANAGEMENT OF THE APPOINTMENT SYSTEM

There are four important factors that should be tracked and managed in the appointment system, these are 1. Appointment Rate: The appointment rate is the percentage of customers who made an appointment for customer-paid. It shows customers support for your appointment system.

2. Carry-over-rate: The carry-over-rate is the number of vehicles that were not finished on time and have to be carried over to the following day's workload. Carry-overs can be caused by; parts availability problem, difficult-to-diagnose faults, additional repairs or ineffective job progress control. 3. Work-mix (maintenance to repair ratio): Depending on the skill level of available technicians, the work-mix of the jobs accepted in the appointment system, must be monitored and adjusted.

THE RECEPTION PROCESS

The reception process comprises the following; Receiving the customer Greet the customer on arrival, introduce yourself, and give your name. Ask the customer if he has an appointment. If the customer has already made an appointment, repeat the main request. Determining the customers needs: By careful questioning and listening to determine the customers needs. Diagnosis or Test Drive: If the customer describes a condition that requires diagnosis or a test drive, the foreman or lead technician should be requested to road test and experience the condition. If it is difficult to identify or rectify the fault, use a prediagnostic questioning sheet to get further information that will assist the Technician to fix-it-right the first time. If the job is a repeat repair (comeback) the foreman and workshop Manager should be informed in advance.

REPAIR ORDER
The repair order will have the following essential information:

Customers name, address and telephone contact numbers and his

signature Vehicle model code, Frame number identification & Registration details Customers words or main request Estimate of costs for repair, maintenance lubricants and parts. Promised delivery time.

Invoicing
The need for speedy invoicing lies in the fact that many customers with accounts will also wish to have their bills delivered on time .The service station itself relies on prompt payment in order to meet its own bills for wages, materials, overhead and so on. The quicker an invoice is made out and the quicker it is paid. Usually, the reception engineer will make out the work required. The customer signs the form approving the work to be done and this is the customers invoice.

QUALITY CONTROL Quality control process:

1. Service Advisor discusses job with foreman and inspects replaced parts. 2. Service Advisor confirms parking location, keys and cleanliness of vehicles 3.Foreman reviews customers request on repair order and checks Technicians description of work done.

4. Foreman inspects vehicles and replaces parts. 5. Foreman Road tests vehicle if necessary.