Integrated Assessment of the Quality of the Car Service Process

The article presents a comprehensive model for assessing the quality of the car service process, integrating time and quality indicators at each stage of the car service. The model is based on the calculation of the integral quality assessment (QA), taking into account deviations from time standards, customer satisfaction and internal audit assessments, as well as weighting coeffi cients of the signifi cance of stages. Using the example of a small service station, an analysis of the QA dynamics for 12 months was carried out, which revealed seasonal fl uctuations and key infl uencing factors. It was found that the “repair execution” stage has the greatest impact on the overall result, and the introduction of checklists and automation of spare parts procurement increased QA by 12- 15%. The methodology is based on the principles of process quality management [1], adapted for small businesses. The results demonstrate the practical applicability of the model for identifying bottlenecks, optimizing resources and increasing customer loyalty.