Dublin Core
Title
An Assessment of Lean Implementation in the After Sales Service Of The Air Condition Industry: A Case Study on Cold Temperatures Limited.
Creator
Justice Tagoe
Description
The need for air condition companies to implement lean in the delivery of services is one that cannot be overlooked. Growth in any industry is linked to satisfaction given to customers of that
industry. The key to maintaining a competitive advantage in service delivery can be attributed to the implementation of lean techniques and principles. This study assesses lean implementation in the after sales service of the air condition
industry using Cold Temperatures Limited as a case study. This assessment is done by applying lean techniques and principles in the minimization of waste. A brief background of lean principles and techniques by various authors is presented which includes both empirical and theoretical review of the literature.
Both qualitative and quantitative research methods were used. Observations were done and questionnaires administered randomly to active customers of Cold Temperatures Limited
after calculating the sample size using Yamane’s (1967) formula. Furthermore, data collection was done by walking the shop floor and recording the processing and lead times for service delivery.
SPSS and Excel were used to generate tables and charts which helped in analysing data obtained and also identify the wastes within the company. The Pareto chart and cause and effect
diagram were also used to analyse the causes of the wastes in Cold Temperatures Limited. The takt time was calculated after drawing the current state of Cold Temperatures Limited with the
value stream map. This helped in the determination of the pace of service delivery. A future state map was then drawn indicating the improvement needed areas after which lean technique was
applied in the minimization of the wastes identified.
In conclusion, the researcher observed the service delivery of Cold Temperatures Limited
to be poor due to several factors and therefore recommended the maintenance and delivery
preparation departments to be joined together in order to eliminate the waste of motion between
these departments.
industry. The key to maintaining a competitive advantage in service delivery can be attributed to the implementation of lean techniques and principles. This study assesses lean implementation in the after sales service of the air condition
industry using Cold Temperatures Limited as a case study. This assessment is done by applying lean techniques and principles in the minimization of waste. A brief background of lean principles and techniques by various authors is presented which includes both empirical and theoretical review of the literature.
Both qualitative and quantitative research methods were used. Observations were done and questionnaires administered randomly to active customers of Cold Temperatures Limited
after calculating the sample size using Yamane’s (1967) formula. Furthermore, data collection was done by walking the shop floor and recording the processing and lead times for service delivery.
SPSS and Excel were used to generate tables and charts which helped in analysing data obtained and also identify the wastes within the company. The Pareto chart and cause and effect
diagram were also used to analyse the causes of the wastes in Cold Temperatures Limited. The takt time was calculated after drawing the current state of Cold Temperatures Limited with the
value stream map. This helped in the determination of the pace of service delivery. A future state map was then drawn indicating the improvement needed areas after which lean technique was
applied in the minimization of the wastes identified.
In conclusion, the researcher observed the service delivery of Cold Temperatures Limited
to be poor due to several factors and therefore recommended the maintenance and delivery
preparation departments to be joined together in order to eliminate the waste of motion between
these departments.
Subject
MSc Engineering Project Management
Publisher
Ghana Technology University College
Date
January 2017
Contributor
Mr. Andrew Nunekpeku