Case Study on the Process of Problem Diagnosis in Transport Vehicles Due to Lack of Parts and the Implementation of Repair and Corrective Measures

Abstract

A service provider needs to have the resources necessary for carrying out its core activities continuously available, as without them, it cannot meet its contractual obligations. In cases where the functionality of the equipment required for providing the service is uncertain, the service is not provided through regulated processes, but through a series of operational interventions. Identifying emerging disturbances and determining their causes is essential, which will result from an in-depth analysis. Defining the investigation methodology is a key task, since the process becomes closed by following its steps. The task is not only to explore the current causeand-effect relationships, but also to determine the root causes and then to take and introduce corrective measures. We present the successful application of this in our article, through a corporate case. It is particularly important that, in addition to the main process involved in the investigation, all supporting process actors that have an impact on the development of the non-conformity, and thus also on the development of the corrective measure, must be involved.