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Toyota Motor Europe Facility Guide

II.4. Office Space


II.4.A. General Plan
II.4.A.-.1. Flow Line and Layout Concepts
- Take account of the inner operation workflow when designing
the layout. Make sure that the service reception counter,
appointment board, job progress control board, and job
control room/job control counter are all integrated to create
a service office, and they are all within easy access of each
other to ensure efficient operations.

- To ensure the continuity of operations, the offices of the


service department and parts department should either be
integrated or located next to each other.

- Locate the parts in-house sales counter within easy access of


technicians following their R/O instructions.

- The technician waiting room should be within easy access of


the job control counter, where R/O instructions are received.

- Locate the service office next to the service shop and install
glass windows and an entrance/exit. This will enable the job
progress inside the service shop to be checked and allow easy
access to the interior of the service shop.

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Toyota Motor Europe Facility Guide

II.4.B. Description by Area


II.4.B.a. GR Area
II.4.B.a.1. Service Office
- Create a service office that integrates the service reception
counter, appointment board, job progress control board, and
job control room/job control counter.

- To increase work efficiency, it should be an open-plan office


with no dividers between the service reception and the
control room. Determine the size of the office from the
number of employees.

- Provide special space inside the office for warranty related


clerical work.

II.4.B.a.1.1. Service Reception Counter


- Locate in a position that facilitates the following workflow:
check today’s appointment board – reception – R/O
preparation – transfer to controller (foreman).

II.4.B.a.1.2. Appointment Scheduling Board


- Locate within easy sight of the service advisor so customers
with appointments can be managed.

II.4.B.a.1.3. Job Progress Control Board


- Locate where it is visible to the service advisor and within
easy access of the controller so work processes can be
managed.

II.4.B.a.1.4. Job Control Counter


- Locate in a position that facilitates the following workflow:
Receive R/O from the SA – assign work – give instructions to
technicians.

- Locate where the job progress of technicians can be assessed.

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Toyota Motor Europe Facility Guide

II.4.B.a.2. Service Manager Area


Main Points
- Locate in a position that allows the manager to assess the SA’s
handling of customers and the quality of their service, and
the instructions given to the technicians by the foreman.

- Locate either in the same room as the service office or in a


separate room of its own.

II.4.B.a.3. Call Centre (CRM Room)


Main Points
- Create a call centre with full-time staff for contacting,
approaching, and following up target maintenance
customers, and for the management and updating of the
customer database.

- Locate either in the same room as the service office or in a


separate room of its own.

II.4.B.a.4. Management Department Office


Main Points
- There is no direct relationship with customers, so locate in the
rear of the site or on the second floor.

II.4.B.a.5. Meeting Room


Main Points
- Provide a meeting room if necessary.

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Toyota Motor Europe Facility Guide

II.4.B.b. Parts Area


II.4.B.b.1. Parts Manager Area
Main Points
- Locate near to the retail counter, parts warehouse and
in-house sales counter, where the progress of work can be
checked.

- Locate either in the same room as the service and parts office
or in a separate room of its own.

II.4.B.b.2. Parts Office and In-house Sales Counter


Main Points
- Locate in the parts warehouse.
- Locate within easy access of the retail parts counter.
- Provide an in-house sales counter.

- In-house sales counter


Locate the in-house sales counter within easy access of the
technicians who have received R/O orders, on the flow line to
the work stalls.

II.4.B.c. B&P Area


II.4.B.c.1. B&P Job Control Area
Main Points
- Locate where the whole of the workshop is visible.
Locate in a position that facilitates the giving and receiving of
R/O to the service advisor, the assignment of work, and the
issuing of instructions to technicians.

Main installations: Document control boards


Job control boards
Computer systems
(Systems for customer control, making
estimates, parts control and schedule
control.)

II.4.B.c.2. B&P Insurance Adjustment Room


Main Points
- To ensure the rapid processing of insurance, an insurance
adjuster is either resident or is provided with office space in a
corner of the B&P job control room.

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