Vertical Service Center - Vendor Neutral Vehicle Service Platform Construction.
I had recently service my Vehicle in asirmaruthi Service Center in Madurai, near MGR Bus Stand. The Vehicle service took two days to complete and I also happened to visit their premises and observe their Service center Civil Architecture, the Service infrastructure and their capacity in handling number of vehicles.
In my view or thinking in the future the Service Centers could be a Vertical Unit than being horizontal units to optimize space. The Service Centers of the future (two wheeler and four wheeler) would be a Matrix Layout (3 or n Dimensional matrix, cuboid) where in the Mechanics would be able to move to different address location in Matrix (3 Dimensional matrix, cuboid) based on their expertise to complete a step or more steps in the Service completion. The CAR would be loaded, shipped with in the Matrix (3 Dimensional matrix, cuboid or cube) based on the Service Expectation of the Customer, Job Card Details, Prescribed process expectation checks by the Manufacturing Brands, the entire steps would be monitored on CAMERA. The Sensors in the Matrix Bays, (no longer horizontal bays, horizontal and vertical bays in the form of GRID, located using GPS and Index of the matrices), cameras would monitor the Vehicle from Step 1 to Step n. The Cameras, sensors would capture data, 2D picture (jpg, png,svg) and 3D videos (any format) before each service step, during repair and post completion of each service step. All of these would be totally guided, automated, assisted by Robots, Humans, Software-Hardware-Electro-Mechanical Platforms in the Service Center. The Conveyors would move the vehicle in the matrix after each step to the next grid location to carry out the next repair. This would be completely automated (the algorithm) would be robust enough to handle multi platform vehicles, their service needs, the service steps involved and with in the TAT time expected based on the condition of the Vehicle. The Grid would be so automated that no manual intervention would be required to move the vehicles in the GRID.
The Customers would be given a Bill of Material Invoice, the Service details of the vehicle shall be uploaded to a Cloud Platform that could be Vendor Neutral in nature (built from scratch - cloud platform only for Vehicular Service) probably build for them by IT Service Providers or build by the Vehicle manufacturers coming together and investing on this cloud platform. The Service Details that shall be uploaded shall include, invoice, vehicle state, odometer details, pictures-2d images, pictures or videos 3d videos of the Service Steps every time the vehicle is given for Service. At the end each Service the Vehicle would be automatically certified for Pollution Compliance (e-certificate), FC Norms as required by the RTO office to ensure that the Vehicle can be driven even after its prescribed time limit. In this case the Service History, the Vehicle State and it's present condition determines that the Vehicle can be used beyond 15 years or so. In this case do the Vehicle be taken to RTO office for FC check? Not required in my view. The service centers shall be able to certify the vehicle health, pollution compliance and other parameter compliance by this Platform and notify the concerned RTO office platform via a API call.
This ensures the vehicles are in compliance with the Global Norms and are meeting the driving conditions.
The Service History record of a Vehicle shall not only be uploaded to the Cloud Platform build by the Vendor Neutral Cloud Provider but would also be uploaded to the owners Social Media Platform (Pollution Certificate, FC Status, Vehicle Usage Certification, Engine Status and so on). This kind of gives a positive impact to the users to ensure that they maintain the Vehicle as per the Standard Service expectations of the Manufacturer or Brand.
Also, post service complaints, faults have to be considered seriously by the Dealer's to protect the brand image, to improve the process, to increase customer retention, to ensure service portability after each service.
Why service portability is important from the customer's view point?
The customer could be mobile and gives his vehicle to service due to break down or fault, and provides his vehicle for service to the nearest authorized service center. As he lives in a different place, he was travelling to a different location and he found out that vehicle has developed a problem or fault. Hence, at the nearest authorized or non authorized service center he gives his vehicle for service. The vehicle post service may develop a fault, problem, or the complaint is not addressed. In this scenarios, he would have returned to his place of residence and would have approach another service provider (authorized) to address the complaint. Can the brand manufactures of the car ensure completely portability of post service complaints to ensure that the fault in case is from the service center and the same is addressed completely with out causing much inconvenience to the customer?
What do we think or say about this idea?
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