I'm working in a federal government motorpool which performs annual service, repair service, road calls and quick turn-around repairs. The mechanics work on everything from landscaping equipment, snow grooming equipment, Fire service, DPW equipment, show plows, buses (school and motorcoach) and airport shuttles. The operation includes minor body work and canvas repairs (for tactical vehicles). Since this is a federal government motorpool, funding is extremely limited.
Year to date, Final Inspection has found 3 N/C's on about 6,000 work orders, and this year we've had one customer complaint. We are ISO-9001:2008 compliant (a contract requirement). We are in compliance with contract work and reporting requirements as well. Management Reviews are held semi-annually and our CAR's (4 this year) were supplier related.
I'm looking for opportunities for continuous improvement, but coming up empty. Since we're a service organization, statistical data is somewhere between slim to nil. Turn-around time on service is monitored, but when we exceed the allotted time for the service/repair priority, the root cause is either customer or supplier related. I perform annual QMS Internal Audits and have begun performing sample audits on work order documentation to confirm completeness/correctness, and compare actual work time to industry standard allotted time, understanding that you get the occasional snapped bolt or "uncooperative" vehicle. MOST of whatever problems we have is with documentation completeness, which is being addressed by management.
I'm hoping one or more might be able to steer me in a direction(s) where I'm missing parameters which can be monitored to establish a baseline and then demonstrate continuous improvement. I thank you in advance for your assistance.
Year to date, Final Inspection has found 3 N/C's on about 6,000 work orders, and this year we've had one customer complaint. We are ISO-9001:2008 compliant (a contract requirement). We are in compliance with contract work and reporting requirements as well. Management Reviews are held semi-annually and our CAR's (4 this year) were supplier related.
I'm looking for opportunities for continuous improvement, but coming up empty. Since we're a service organization, statistical data is somewhere between slim to nil. Turn-around time on service is monitored, but when we exceed the allotted time for the service/repair priority, the root cause is either customer or supplier related. I perform annual QMS Internal Audits and have begun performing sample audits on work order documentation to confirm completeness/correctness, and compare actual work time to industry standard allotted time, understanding that you get the occasional snapped bolt or "uncooperative" vehicle. MOST of whatever problems we have is with documentation completeness, which is being addressed by management.
I'm hoping one or more might be able to steer me in a direction(s) where I'm missing parameters which can be monitored to establish a baseline and then demonstrate continuous improvement. I thank you in advance for your assistance.