Obs:

Besides meeting with the system Manager at Pandit Auto, we met with the Spares, Services and Workshop Managers, entry technicians for job cards and spares and Sales associates. 1. The Analytics component of CRM which is used daily by Managers does not load reports at all during the day for Workshop, when job cards are getting created. Managers come in to pull reports @ 8:30 am before job card creation starts. 2. Analytics does not work at all between the 25th and 3rd of each month

3. Pandit has RF connectivity presently with a fall back on VSAT. He has tried broadband but the application has at several times stopped working completely on broadband 4. Around 4 pm everyday server in Banglore needs to be restarted to get the application running 5. Purchase orders for Spares does not display on screen. 6. The job card creation process itself was very fast and took about 3-4 minutes including time for users to key in data. However, the pdf generated for printing took about 20 seconds to display 7. Sales associates at Showroom enter data in system when they are not with customers. All the steps followed in entering data for Sales take less than 2 minutes excluding user input time. 8. Loading customer complaints at workshop takes does not work since different users use different date filers.

While I was unable to note down the process flows due to constant customer flow, phones and operator familiarity with entering data, I did observe that we are not monitoring the actual job card creation process. We are monitoring queries and reports generated from Job Cards.

The job card creation process while lengthy (some technicians were not happy since there were 2 extra steps added to print a job card in a recent release), is fast in terms of system response time except for month ends (approximately 25th 3rd) Observations from the visit on Saturday to a PCBU location:

1. The Customer Complaints query in Workshop did not load for over 5 minutes. 2. Session timed out automatically when Spares Manager was printing Performa Invoice report. This automatic session timeout when the user is entering data in the system occurs about 8-10 times everyday on average. 3. In the billing department, the query for available stock did not load data for over 10 minutes. Usually this report takes about 1-2 hours to load every morning. 4. Users use different criteria for generating query results: E.g. some users filter by product lines, filter on a smaller date range etc. While others run queries blank i.e. for ALL products lines or for a bigger date range which takes significantly longer time or does not load data at all. 5. In the Sales department, the query for Received and Sold goods which is run once a week, did not display any data for over 5 minutes. It typically works only before 9:30 am. 6. In the Sales invoicing process, users were logged out automatically when generating invoices. This occurs around 3-4 times everyday.