MINISTRY OF EDUCATION AND TRAINING HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY AND EDUCATION GRADUATION THESIS INDUSTRIAL MANAGEMENT IMPROVE INTERNAL CUSTOMER SATISFACTION WITH SERVICE QUALITY IN MEASUREMENT PROCESS OF THE QMM6 DEPARTMENT AT BOSCH VIETNAM CO., LTD INSTRUCTOR: Ph.D NGUYEN KHAC HIEU STUDENT: NGUYEN HUYNH BAO NGOC SKL012758 Ho Chi Minh City, May 2024 MINISTRY OF EDUCATION AND TRAINING HO CHI MINH UNIVERSITY OF TECHNOLOGY AND EDUCATION FACULTY OF ECONOMICS ---------- GRADUATION THESIS IMPROVE INTERNAL CUSTOMER SATISFACTION WITH SERVICE QUALITY IN MEASUREMENT PROCESS OF THE QMM6 DEPARTMENT AT BOSCH VIETNAM CO., LTD Student: Nguyen Huynh Bao Ngoc Student ID: 20124390 Course: 2020 Major: Industrial Management Instructor: Ph.D Nguyen Khac Hieu Ho Chi Minh City, May 2024 ACKNOWLEDGEMENTS First and foremost, the author extends heartfelt gratitude to all of the professors and lecturers in the Faculty of Economics at Ho Chi Minh City University of Technology and Education. With the guidance and knowledge they have shared, the author has acquired a foundational understanding of key concepts and general content, paving the way for the completion of this thesis. Moreover, the author would like to express the deepest appreciation and sincere gratitude to the thesis advisor, Mr. Nguyen Khac Hieu.
He allocated time for support and provided invaluable advice that significantly contributed to the process of developing this graduation thesis. Besides, the author would also like to thank the Board of Directors of Bosch Vietnam Co. for allowing and creating favorable conditions for the author to gain practical experience at the company. Additionally, I wish to express my gratitude for the wholehearted support and guidance provided by the QMM6 department in general, Ms.
Nguyen Thi Ngan Giang, and Mr. Le Duy Dat in particular. During my internship at Bosch Vietnam, I encountered numerous valuable opportunities and experiences. This experience allowed me to broaden my knowledge and enhance my hard skills in a professional environment characterized by creativity and dynamism.
It allowed me to bridge theoretical learning with practical application, offering a firsthand understanding of how academic knowledge translates into real-world scenarios. The author acknowledges their limitations regarding expertise and practical experience, which may lead to potential errors in the thesis. The author looks forward to the comments and guidance from the teachers to refine and further develop their research direction in the future. Lastly, the author sends wishes of health and prosperity to the entire company, esteemed colleagues, and professors.
Sincere gratitude is sincerely expressed! TABLE OF CONTENTS ACKNOWLEDGEMENTS. 2 TABLE OF CONTENTS. i DEFINITIONS AND ABBREVIATIONS. i LIST OF FIGURES.
ii LIST OF TABLES. Aims of the study. Objects and scopes of study. Structure of the study.
3 CHAPTER 1: BOSCH VIET NAM COMPANY LIMITED INTRODUCTION 4 1. Introduction of Robert Bosch GmbH Corporation. History of formation and development of Bosch Global. Products and services of Bosch.
Overview of Bosch VietNam Company Limited. Quality departments' structure and functions .15 CHAPTER 2: LITERATURE REVIEW. Internal Customer Satisfaction. The concept of Internal service quality survey form.
Some other concepts. The concept of PDCA cycle. The concept of digitalization in business .27 CHAPTER 3: ANALYSIS OF THE STATUS OF THE SERVICE QUALITY IN THE MEASUREMENT PROCESS AT THE QMM6 DEPARTMENT .1 Introduction of the QMM6 department. QMM6 department structure.
Functions of QMM6 department. Overview status of QMM6. Classification of Measurement Methods. Measurement process at QMM6.
Internal customer feedback on the process. Assess the current status of the measurement process .44 CHAPTER 4: PROPOSED SOLUTIONS IMPROVE INTERNAL CUSTOMER SATISFACTION WITH SERVICE QUALITY OF MEASUREMENT PROCESSES IN THE QMM6 DEPARTMENT AT BOSCH VIETNAM CO. Digital training with video tutorials (Solution to 2nd and limitation). Goal of the solution.
Contents of the solution. Feasibility assessment of solution. Building a web app: Leepa System ( Solution to fourth and fifth limitations). Contents of the solution.
Benefits of the solution. Feasibility assessment of solution. 64 DEFINITIONS AND ABBREVIATIONS ABBREVIATION EXPLANATION BQMS Belt Quality Monitoring System CTV Continuously Variable Transmission ETC-VN Engineering test centre FCM Facility Management HcP Ho Chi Minh City Plant HRL Human Resources HSE HSE IATF International Automotive Task Force ICO Information Coordination & Organization LOG Logistics MSA Measurement System Analysis MAP Manufacturing PC Commercial Plant Management PT Technical Plant Management PQA Purchasing Quality Assurance QMM Quality Management and Method QMM1 Customer Relationship QMM3 Quality Assurance QMM6 Product Quality QMM7 Quality Management System and Method TGA Technisch Gewerbliche Ausbildung i LIST OF FIGURES Figure 1.2: Robert Bosch GmbH Headquarters in Stuttgart, Germany .4: Products and services of Bosch.5: Bosch IoT software solutions.6: Products of Bosch’s home appliances solutions .7: Logo of Bosch Vietnam Co.8: Some Bosch customers .9: Some of Bosch's brands in Viet Nam .10: Continuously variable transmissions (CVT) .12: Pushbelt production process .1: Dimensions of Service Quality .3: PDAC cycle in the continuous improvement process .1: Organization chart of QMM6 department .2: Lab orders from internal customers .3: Flowchart of measurement process .4: Internal Service Quality Survey .5: Results of the internal service quality survey in 2021 .6: Results of the internal service quality survey in 2022 .2: Detailed implementation of plan .4: Main page of Leepa System .5: Main items in Leepa System .6: Statuses of orders represented in different colours .7: Automated email regarding order status .8: Test Overview function.9: Tracking working hours .10: Gantt chart in Leepa System .11: QR label printing step in the measurement process .12: Guide to installing Leepa on mobile devices .13: Result of Quality service using Leepa .14: Result of the internal service quality in 2023 .60 iii LIST OF TABLES Table 4. Introduction Quality is a characteristic concept representing the ability to satisfy customer needs.
Businesses divide the concept of customers into two distinct categories: internal and external. Internal customers are the special guests, who may be individuals or departments directly under and working within the enterprises. Internal customers understand the product, have direct contact with it, and are involved in its production. In fact, they are also the ones who contribute ideas to product development.
As one of the primary responsibilities that businesses concentrate on, satisfying the requirements of internal customers is just as important as meeting the needs of external consumers. As a result, units must remain accurately aware of and assess the significance of internal customers' roles. This is because they are the ones who simultaneously add value to the company's external and internal customers. Department QMM6, responsible for managing and controlling product quality, also has a duty to satisfy its direct customers, the other departments within the same company.
This is one of the significant obstacles that Department QMM6 is currently struggling with. Therefore, in order to assist Department QMM6 in gaining internal customer satisfaction and then providing suitable solutions to boost productivity, enhance work effectiveness, and shorten measurement process times, the author selects the topic “Improve Internal Customer Satisfaction with the Service Quality in Measurement Processes of the QMM6 Department at Bosch Viet Nam Co. Aims of the study The topic pursues the following research objectives: - Analysis of the service quality status in the measurement process at the QMM6 department. 1 - Identify dissatisfactions of internal customers with service quality in the QMM6 department measurement process.
- Propose some solutions to satisfy and improve internal customer satisfaction with the quality management service. Objects and scopes of study - Scope of space: QMM6 Department - Bosch Long Thanh Factory - Bosch Vietnam, Co. - Scope of time: Analyze the current situation of operations at the QMM6 department from 2021 to 2023. - Object: The quality management process of the QMM6 department and the satisfaction of internal customers with the QMM6 department.
Research methods The research is conducted by combining scientific research methods with statistical techniques, comparisons, and analyses. The study aims to address and clarify the research objectives, from establishing theoretical foundations to practical applications. Moreover, the research places particular emphasis on collecting input from various experts, managerial personnel, and individuals involved in relevant management and operational processes, enriching and enhancing the content of the study. Qualitative research method: Initially, the study provides an overview of internal customers' concerns about quality at the factory.
Through discussions and research, the methodology refines and adjusts to ensure effectiveness. This process involves developing assessment criteria and modifying questions to better serve the quantitative research phase. Quantitative research method: The survey is conducted by utilizing a questionnaire and a series of direct interviews. The goal of this process is to collect information from the labor force directly involved in the production line, as well as from various 2 management levels within the line.
The collected data have been processed and prepared for the next steps in the research process. The method of data collection, analysis, and synthesis involves gathering information from provided internal company documents. This data is then analyzed and synthesized, and relevant information for the report is selected. Structure of the study There are four chapters: Chapter 1: Bosch VietNam Company Limited Introduction Chapter 2: Literature Review Chapter 3: Analysis of the status of the service quality in the measurement process at the QMM6 department Chapter 4: Proposed solutions improve internal customer satisfaction with the service quality in measurement processes of the QMM6 department at Bosch Vietnam Co.,ltd 3 CHAPTER 1: BOSCH VIET NAM COMPANY LIMITED INTRODUCTION 1.
Introduction of Robert Bosch GmbH Corporation 1. History of formation and development of Bosch Global Bosch Group, a global powerhouse in engineering and technology, has established itself as a prominent leader in various industries worldwide. In 1886, Robert Bosch founded the “Workshop for Precision Mechanics and Electrical Engineering” in Stuttgart. This was the birthplace of today’s globally operating company, with headquarters located in the city of Stuttgart in the south of Germany.1: Robert Bosch (1861–1942) Source: Wikipedia In its early years, the Bosch Group achieved significant success.
As early as 1897, Bosch began producing and developing electronic devices, clocks, ignition systems, and other industrial products. Robert Bosch always focused on quality and innovation, which helped the company surpass its competitors. By 1898, Bosch had conquered the international market by establishing its first business office on Store Street, London, and continued to expand operations to many different countries worldwide. The company expanded its production lines and invested in research and technology development.
This helped the conglomerate maintain a leading position in the industrial and technological fields. 4 The 1950s and 1960s marked a period of intense development for Bosch. The conglomerate became one of the leading manufacturers of automotive technology and electronic systems, making significant contributions to the global automotive and electronic industries. The period from 1960 to 1980 saw significant transformations at Bosch as it became a diversified conglomerate.
Bosch led the automotive electronics market and began producing lambda sensors—devices measuring oxygen concentration at the exhaust source of a catalytic converter. Data provided by this sensor enables electronic fuel injection systems to adjust the air-fuel mixture, optimizing combustion efficiency and allowing the catalytic converter to effectively clean exhaust gases. In 1978, Bosch introduced the Anti-Lock Braking System (ABS), a technology that became standard and allowed drivers to maintain control of their vehicles during emergency braking. In 1987, Bosch continued to innovate with the introduction of the Electronic Stability Program (ESP), which prevents wheel slip on slippery roads during acceleration and braking.
With the Electronic Stability Program (ESP), Bosch reached a technological milestone in 1995. Since its introduction, ESP has sold millions of ESP brake systems, preventing wheel slip. Another famous Bosch product is the IXO electric screwdriver, which quickly became the best-selling power tool globally. In 2003, Bosch expanded its business into compact, lightweight devices using lithium-ion batteries.
With over a century of history of development and innovation, the Bosch Group remains committed to delivering breakthrough products and solutions for the future, supporting the construction of a more innovative and convenient world for humanity.