Chapter 1

Identification of Major Activities

Vehicle Rental Service is the company where different kinds of vehicles

are placed in order to facilitate the visitors for supporting their personal
needs. It is the need fulfilling and money saving place where the tourists
are being more focused. Shakya Concern Pvt. Ltd. is situated at the mid
of Thamel consisting of about 40 bicycles and 8-10 cars with the
collection of new and old with different brands. About 8 employees are
involved as human resource in company from 6:00am to 6:00pm.
Different kinds of activities are performed during the performance of
major activities. Some of the major activities operated in that company
are as follows:
1. Purchase of Vehicles
a) Fill up purchase requisition form by identifying requirement of
vehicles
b) Approval of purchase by the management
c) Finding the vendor for the purchase of first hand and second
hand vehicles
d) Purchase department make the purchase
e) Delivery has to be done by the suppliers within 10 days of
purchase order acceptance
f) Receive the delivered vehicles by authority and give
conformation to the suppliers; and forward the bills to the
account section within 2 days.
2. Vehicle Issue
a) Maintain the system that classifies vehicles according to their
nature
b) Make vehicle tag and other requirements
c) Computerization of the vehicles in the system and keep the
track of records of activities.
d) Vehicles are ready for issue to the visitors and take order
requirements
e) Prepare the member card within a day of receiving photos and
making entry of their details in the system
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f)
g)
h)
i)

Receive vehicle order from visitors

Finalize the duration for rent
Take the deposit
Issue vehicles
I.
Bi-cycle
II.
Cars
III.
Accessories, etc.

3. Vehicle Re-issue- After the completion of validity of vehicle issued,

visitors either re-new or return the vehicle.
a) Re-issue the vehicle for the days as per the visitor requirement
4. Vehicle Return
a) Take return of Vehicles and verify for the condition of the vehicle
5. Accessories Issue- There is various accessories available in company

Activities to be done

for visitor for their trip purpose. (e.g.: energy drink, bags, junk foods,
etc.)
a) Visitors purchase the accessories
b) Staff maintains the details of issue in system and the inventory

Vehicle Issue
as well

6. Miscellaneous
Deposit Refund after deducting rental charges
Servicing of vehicles on regular basis
Vehicle Re-Issue
Making arrangement of tickets and trekking, etc
Vehicle Purchase arrangement
Old Vehicles selling
Give the order / Time / Deposit
Deliver the service
Visitors come on the reception
VehicleReturn
Providing membership card

Accessories Issue

Fail Point

Miscellaneous Activities

Chapter 2

Line of Visibility

Service Blue Print

Service blueprint is a tool for simultaneously depicting the service
process,
point of customerFiling
contact,
and the evidence ofDisposal
the service
Purchasethe
of Vehicles
and Recording
of the Scraps
from the customers point of view.
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Not seen by Visitors

Seen by Visitors

The above diagram is the service blue print of Shakya Concern Pvt. Ltd.
In the diagram, we can see the major two sections. First one is the
activities which are seen by the visitors, and, are categorized as the
prime activities. In the second part, there are the lists of activities which
are not seen by the visitors. Similarly, there exists the fail point at the
time of delivering the service. The basic reason of failing to provide the
needed service is due to the
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Over Demand
Extension of Time duration
Overbooking
Unavailability of Vehicle as per the requirement of customer, etc.

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Chapter 3
Process Flow Diagram
The process flow diagram of Shakya Concern Pvt. Ltd. has been
presented below:

Purchase Identification

No
Dismiss / Postpone Identification
Decision Process
Yes
Vendor selection and purchase made

Bill forward to account section

Activities to make vehicles ready for issue

Computerization & keep records of activities

Duration fixed as per mutual agreement and deposit

Ready for issue

Vehicle Issue

Acc.Issue
As per the Order
Late return
Penalties

Payment
Closing Entries

Vehicle return & Re-issue

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As our study, Vehicle and accessories issues and returns are the
bottleneck activities which consumes most of the time of day. However,
these activities become more critical at 6.00 AM and 10.00 AM. The any
delay in those activities would make the whole service ineffective.

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Chapter 4
Gantt Chart
Gantt chart helps to plan out the task that needs to be completed. The
following chart presents the Gantt chart:
Activities to be

Morning

performed
Vehicle Issue
Vehicle Return
Accessories

Shift(6.00-10.00)

Day Shift(10.00-

Evening Shift(2.00-

2.00)

6.00)

Issue
Vehicle Reissue
Miscellaneous
Refund Deposit
Filing &
Recording
Vehicle
Purchase&
Disposal
Trekking &
Ticketing
arrangement

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Chapter 5
Conclusion and Recommendations

Shakya Concern Pvt. Ltd. is the best place to get the need utilized as per
the money capacity. While analyzing the service process of Shakya
Concern Pvt. Ltd., we found that the service provided by them is
satisfactory enough. The limited resources of the company have been
used efficiently. Human resources of the company are one of the best
utilized and mobilized resources. Similarly, Vehicles, accessories, etc
have been utilized in the proper way.
While going through the service process analysis we found some points
which can be added to make the service process more efficient and
effective. Followings are the points which can be made in order to
enhance service process.

Issue as well as return of Vehicles and payment are the bottleneck

activities, thus staff should give more concern to these activities.

Due to the huge demand during the vacation period, the service
process has been delaying. Therefore, as per the increase in the

number of visitors, company space should be increased.

Due to the lack of online access of booking, many visitors are not
satisfied with the company services. In order to make the service

visitors oriented, online access should be initiated.

So far, there is no chip attached facility in vehicle so that tracking
of visitors will be easy, which is the best technology to make the
service process faster and easier, it would be better to install the
chip which will help to make service delivery and recovery more

efficient.
If there is self-searching facility of the required Vehicle through
online, it will definitely reduce the time of Vehicle searching by the
visitors.

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