VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME

TECHNICAL REPORT INDUSTRIAL FINAL PROJECT MMT32510 Name : MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Matric Number : 221541902 Faculty & University : FACULTY OF MECHANICAL ENGINEERING & TECHNOLOGY UNIVERSITI MALAYSIA PERLIS University Supervisor : TS. DR. ING. MOHD NAZRI BIN OMAR WBL Company : CARSOME EXPERIENCE CENTERS IPOH Industrial Coach : MUHAMAD SAHRUL NIZAM BIN ZAKWAN Report Number : UNIMAP/FKTM/P3/221541902 Project Title: VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 2 of 51 Table of Content 1. EXTENDED ABSTRACT..………………………………………………………….3 2. INTRODUCTION ……………………………………………………………………4 3. PROBLEM STATEMENTS ………………………………………………………...6 4. OBJECTIVES ……………………………………………………………………….9 5. SCOPES …………………………………………………………………………….9 6. METHODOLOGY / WORK PROCEDURE ……………………………………..10 7. RESULTS …………………………………………………………………………..34 8. DISCUSSION……………………………………………………………………....43 9. CONCLUSION……………………………………………………………………..48 10. REFERENCS………………………………………………………………………49 11. PROJECT PLANNING……………………………………………………………51 VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 3 of 51 1 EXTENDED ABSTRACT This Final Year Project (FYP) investigates the optimization of the vehicle inspection process at CARSOME, Southeast Asia's largest automotive e-commerce platform, by focusing on reducing the number of non-essential inspection points. The existing inspection process consists of 251 points, which has resulted in significant delays, inspector fatigue, and extended customer wait times, negatively impacting overall customer satisfaction. The main objective of this project is to streamline the inspection process by eliminating redundant and non-critical inspection points, thus improving the efficiency of the service without compromising the accuracy and quality of vehicle assessments. A comprehensive survey was conducted with key personnel at CARSOME, including Quality Control Officers, Retail Managers, and Assistant Retail Managers. The feedback indicated that certain inspection points, such as minor cosmetic details and components that do not directly affect the vehicle's safety or performance, could be excluded from the inspection process. For example, checks on minor scratches, non-functional interior electronics, and non critical fluid levels were deprioritized, allowing inspectors to focus on key safety and performance aspects of the vehicle. The implementation of this optimized inspection process resulted in a significant reduction in inspection time. The total time taken for vehicle inspection was reduced by approximately 18 minutes, improving operational efficiency and reducing the workload on inspectors. This time savings directly translated into shorter customer wait times, improving the overall customer experience. The project also highlighted a reduction in inspector fatigue, as the more focused and streamlined process allowed inspectors to work more efficiently without unnecessary strain. Keywords Vehicle Inspection, Process Optimization, Operational Efficiency, Customer Satisfaction, Inspector Fatigue, CARSOME. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 4 of 51 2 INTRODUCTION Figure 2.1:- CARSOME Ipoh Experience Center Southeast Asia's largest integrated automotive e-commerce platform is called CARSOME. The founder of CARSOME is Eric Cheng back in 2015 aiming to digitalize the used car market in the region by improving the buying and selling experience and having a presence in Malaysia, Indonesia, Thailand, and Singapore. The process covers everything from vehicle inspection to ownership transfer and financing, ensuring a smooth experience from start to finish. CARSOME offers end-to-end solutions to customers and used car dealers, guaranteeing dependable, practical, and effective service. Figure 2.1 shows CARSOME experience center branch in Ipoh.[1] CARSOME's platform offers a transparent, efficient, and hassle-free process for customers looking to sell their cars. Through its extensive network of inspection centers, CARSOME provides a comprehensive vehicle inspection service that evaluates key aspects of a vehicle's condition, including mechanical, exterior, and interior components. This inspection data is used to offer competitive pricing, ensuring that sellers receive fair value for their vehicles. As an end to-end platform, CARSOME handles every aspect of the car transaction process, including inspection, valuation, ownership transfer, and financing, making it a one-stop solution for customers.[1] VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 5 of 51 The inspection in CARSOME is an important tool for guaranteeing the quality of cars. It gives inspectors a thorough checklist that covers the engine, undercarriage, exterior, and interior among them other aspects of the vehicle. Inspectors make sure no detail is missed by methodically recording each component's condition using the app. CARSOME has more than 80 centers across more than 50 cities.[1] Inspectors can also take direct pictures and videos of the car using the app, which gives them visual proof of any problems or damage. The inspection process is kept more transparent because of this documentation. The current inspection app contains total of 251 inspection point in the current inspection app that need to be inspected. Many inspectors at CARSOME experience center Ipoh have complained that the current inspection points are too numerous, leading to longer inspection times and extended waiting hours for customers. The inspection delays are extremely problematic since they have a direct effect on CARSOME's capacity to deliver precise and timely vehicle assessments. It is because, when the inspection delays, surely the waiting duration for customer will be increase, inspectors will be fatigue making inspection on long period for single car and this could effect the reputation of the CARSOME. The report will start with an Introduction that explains the purpose of the project: to reduce inspection points at CARSOME to make the process faster. It will briefly describe the current challenges with inspection times and outline the main objectives and scope of the project. Next, the Methodology section will explain how the data was collected and analyzed, including steps like reviewing the current inspection process and identifying which inspection points can be reduced or eliminated. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 6 of 51 Following this, the Results and Discussion section will present the findings, showing the impact of reducing inspection points on overall inspection time. It will include feedback from the CARSOME Ipoh experience center top management. Finally, the report will end with a Conclusion and Recommendations section, summarizing the key results and suggesting next steps for CARSOME to fully implement the improved inspection process. 3 PROBLEM STATEMENTS 3.1 Identification of the Problem:- The current 251 inspection points at CARSOME lead to prolonged inspection duration, affecting operational efficiency and increasing customer wait times. Inspectors end up taking longer than necessary to complete each inspection as a result, which makes the car to pending for long time. Total of 251 inspection points seems to be the problem for this inspection to be done for long time cause vehicle to be queue for a long time and. Figure 3.1 shows inspection process carry on by inspector and Figure 3.2 shows pending cars that parked for their turn to be inspected. Figure 3.1: Inspection Process Figure 3.2 Pending Cars VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 7 of 51 Inspectors become fatigued more quickly as a result of the inspection application's inefficiencies and prolonged use. This affects their general job satisfaction and well being in addition to their capacity to conduct exhaustive and accurate inspections. Figure 3.3 shows the fatigued inspector keep seeing the time while making inspection. Figure 3.3 Fatigued Inspector More inspection points lead to longer durations and increased wait times for customers, which can result in dissatisfaction, negative reviews, and potential loss of business as customers seek faster services. Figure 3.4 shows customers are waiting to be done inspection for their car. Figure 3.5 shows negative reviews by customers because of the waiting period they faced. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 8 of 51 Figure 3.4 Bad Customer Review 3.2 Significance of the Problem: This problem is important to study and understand because it directly hit CARSOME reputation. Those below has listed the significance of the problem: • Operational Efficiency: Operational efficiency can be greatly increased by addressing the inefficiencies in the inspection application. • Inspector Well-Being: By shortening inspection times and streamlining the application, inspector fatigue can be reduced, improving performance and job satisfaction. Additionally, this can lower attrition rates and enhance inspectors' working condition. • Customer Satisfaction: Lower waiting times for customers will result in happier customers. Customer loyalty and goodwill are promoted by satisfied customers, who are more likely to use CARSOME again in the future and refer the company to others. • Reputation and Trust: CARSOME's standing as a reliable and competent service provider will grow if the inspection procedure is made more effective and reliable. This could improve CARSOME's standing in the competitive industry and draw more clients. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 15 of 51 III. Tire Tread Depth And Rim • Reason: Detailed checks on all four tires for tread depth and rim condition can be excessive if the tires are visibly in good condition. • Justification: Visual checks of one or two tires can be sufficient in most cases, especially if the tires are fairly new. More detailed inspections (like tread depth measurement on all tires) can be reserved for cases where there are visible signs of wear or concern. This allows inspectors to save time without compromising safety. • Example: Inspecting only one tire for tread depth when all tires appear visually new or in good condition reduces inspection time but still ensures road safety. By reducing these checks to one or two tires, the inspection time can be shortened by approximately 3 to 4 minutes, as less time is spent measuring tread depth and inspecting rims in detail. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 16 of 51 IV. Non-Critical Light Checks • Reason: Lights such as fog lamps, interior cabin lights, or nonessential exterior lights (e.g., parking lights) are not critical to the vehicle’s immediate operation. • Justification: These lights can be deprioritized as they do not directly affect the vehicle’s safety or performance. Critical lights such as headlights, brake lights, and turn signals should still be inspected to ensure road safety. Skipping non-critical lights saves time without impacting the vehicle’s operational reliability. • Example: Inspecting interior cabin lights or fog lamps, which have limited usage and are not essential for daily driving, can be skipped without affecting vehicle safety. Skipping the inspection of these nonessential lights could save approximately 2 to 3 minutes during the overall inspection process. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 17 of 51 V. Accessory And Non Essential Features Checks • Reason: Items like floor mats, trunk organizers, and minor vehicle accessories are not essential to the vehicle’s functionality or safety. • Justification: These accessories do not impact the performance of the vehicle and are often considered add-ons. Skipping the inspection of such items allows inspectors to focus on key performance areas of the vehicle. Moreover, if these accessories are missing or damaged, they can easily be replaced by the buyer or seller without affecting the vehicle’s resale value. • Example: Inspecting or noting the condition of floor mats or trunk organizers is unnecessary for vehicle safety and skipping them streamlines the process without any negative repercussions. By skipping these accessory checks, inspectors can save approximately 1 to 2 minutes. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 18 of 51 VI. Wear and Tear Components • Reason: Components such as brake pads, hoses, and minor parts that wear out over time typically do not pose immediate risks to the vehicle's operation at the point of sale. • Justification: These components are part of regular maintenance schedules, and excluding them from the standard inspection won’t significantly affect the vehicle's safety. Buyers and sellers usually anticipate these parts will need eventual replacement as part of routine maintenance, making them less critical during initial inspections. • Example: Excluding detailed brake pad wear checks, especially if the vehicle has not shown performance issues, can reduce 4 to 6 inspection time without compromising short-term vehicle safety. VII. Emblem Checks And Minor Cosmetic Details • Reason: Emblems, logos, and minor scratches on the exterior of the car do not affect vehicle performance or safety. • Justification: These are purely cosmetic issues that can be easily fixed or ignored by both buyers and sellers. Focusing on more significant exterior damage, such as dents or structural issues, is more relevant. Skipping checks on emblems or small cosmetic issues can significantly reduce the overall inspection time. • Example: An emblem being scratched or missing does not affect vehicle functionality and skipping this check contributes to a more efficient process and saves 2 to 3 minutes. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 19 of 51 6.3 Data Collection Method Ishikawa Diagram Figure 6.9 shows the Ishikawa diagram, is a tool used to identify and visually represent the root causes of a specific issue. In this case, it helps to analyse the various factors contributing to delays in the vehicle inspection process at CARSOME, such as inspector fatigue, redundant checks, and time pressure. By categorising these issues, the diagram allows for a clear understanding of the problem, guiding us to develop targeted solutions to streamline the process and improve efficiency.[10] Figure 6. 9 Ishikawa Diagram By analyzing the inspection process with this Ishikawa diagram, several non-critical points in the process can be identified for exclusion. For example:- VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 20 of 51 • Non-critical checks such as, minor scratches, uncritical light inspections, minor fluids, wear andtear should be deprioritized. • Inspector fatigue, as identified in the Manpower category, can be reduced by excluding redundant checks. • Time spent on documentation for non-critical issues can be minimized, ensuring inspectors focus on major components like safety-related parts. The Ishikawa diagram highlights key factors contributing to inspector fatigue, such as the high number of inspection points and redundant tasks. By addressing these issues, CARSOME can reduce unnecessary checks, allowing inspectors to focus on critical areas, which will lower fatigue, improve efficiency, reduce errors, and enhance customer satisfaction. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 21 of 51 Questions and Surveys The purpose of the surveys and questionnaires is to collect numerical information from Quality Control Officer, Assistant Retail Manager and Retail Manager. There are total of 4 respondents in this survey they are, Quality Control Officer, 2 Assistant Retail Managers and Retail Manager. This survey has been proposed with the excluded points that want to be excluded and to get approval from top management with reasons on why can be excluded as shown in Discussion Section. Figure 6.10 shows the survey made for top management in CARSOME Ipoh Experience Center. Figure 6.10 Survey Form VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 22 of 51 Figure 6.11 shows the data from survey by Quality Control Officer, Assistant Retail Manager and Retail Manager when all of them agree to exclude the Exterior points in this survey that want to be implemented. Exterior points like minor scratches, emblem checks, and non-critical fluid levels were excluded based on feedback from management, as they do not significantly affect vehicle safety or resale value. Tire depth and tread, emblem, wipers and fog lamps inspection can be skipped because it can also noticed while taking basic photos. Figure 6.11 Chart Of Exclude Exterior Points VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 23 of 51 Figure 6.12 shows the data from survey by Quality Control Officer, Assistant Retail Manager and Retail Manager when all of them agree to exclude the Interior points in this survey that I want to implement. The excluded interior points was the cosmetics, wear and tear and not important interior features, as mentioned before because it will not affect the performance of the vehicle. Figure 6.12 Chart Of Exclude Interior Points VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 24 of 51 Figure 6.13 shows the data from survey by Quality Control Officer, Assistant Retail Manager and Retail Manager when all of them agree to exclude the Undercarriage points in this survey that I want to implement. Minor fluid checks, wear and tear parts such brake pads and hoes will not affect directly the safety and performance of the vehicle. Figure 6.13 Chart Of Exclude Undercarriage Point All the Figure from 6.11 until 6.13 shows the excluded inspection points that can be made in the approval of all 4 main heads in CARSOME Ipoh Experience Center, they are, Quality Control Officer, two Assistant Retail Manager and Retail Manager. The inspection points identified for elimination to optimize the vehicle inspection process include non-critical interior features such as seat upholstery, minor stains, and nonfunctional electronics; minor fluid checks like windshield washer fluid and noncritical brake fluid; and detailed tire tread and rim condition checks, which can be reduced to visual inspections. Non-critical light checks, including fog lamps and interior cabin lights, and accessory inspections like floor mats and trunk organizers are also VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 31 of 51 The final question assessed the effectiveness of reducing fatigue by excluding noncritical inspection points, as shown in Figure 6.22. Most inspectors responded that this would be highly effective. This suggests that eliminating non-critical points could significantly reduce inspector fatigue. Figure 6.22 Reduction Effectiveness Survey The significance of the findings from the survey is clear. Most inspectors indicated that the current 251 inspection points lead to fatigue, which frequently impacts their accuracy during inspections. This is a critical issue, as errors in inspections can harm CARSOME's reputation. The survey also shows that eliminating non-critical inspection points could significantly reduce fatigue, allowing inspectors to maintain better focus and accuracy. Implementing these changes could improve the efficiency of inspections, enhance inspector well-being, and help safeguard the company's reputation by reducing mistakes. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 32 of 51 6.4 Materials And Equipment Google Form Google form is used in this survey to gain the inspection process that can be excluded while making the inspection. This survey has only been asked to Quality Control Officer, 2 Assistant Retail Manager and Retail Manager. The excluded points been collected in a way when all 4 of them answers to exclude the inspection points. Excel Microsoft excel also has been used in this report to make graph on the selected excluded points by all four that answer the survey. This helps me to get a proper data on which points that can be reduced as shown in Figure 6.10, 6.11 and 6.12. PERODUA The car has been used to make the inspection is PERODUA. This vehicle is used to make the inspection before and after exclude the inspection points. This procedure made in same vehicle to get the accuracy while record the time. Stopwatch For stopwatch Honour X9A 5G model has been used to record the time before and after exclude the inspection points. Like many other modern smartphones, the Honor X9a has a built-in stopwatch function that is accurate for everyday use. Most daily tasks can be completed with the accuracy, which is typically down to milliseconds. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 33 of 51 6.5 Procedural Steps The flowchart in Figure 6.23 summarizes the key steps taken to optimize the vehicle inspection process at CARSOME Ipoh Experience Center. It shows how the current inspection points were reviewed, non-critical points were identified for removal, and testing was conducted before and after the changes. This helped reduce inspection time while maintaining quality. The flowchart provides a clear overview of the process and how each step contributed to improving efficiency. Figure 6.23 Procedural Flowchart VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 34 of 51 The flowchart effectively represents the methodology by outlining the key steps taken to optimize the vehicle inspection process at CARSOME. It starts by reviewing the existing 251 inspection points, followed by identifying non-critical points based on feedback from surveys and personnel. The current process is then tested to establish a baseline, after which non-essential points are excluded to streamline the inspection. The optimized process is retested using the same conditions, allowing for a direct comparison of time and inspector feedback before and after the changes. Finally, the results are evaluated to determine whether the objective of reducing inspection time while maintaining quality standards was achieved. This structured approach visually simplifies the methodology and demonstrates the logical flow of decisions and their impact on operational efficiency. 7 RESULT 7.1 Time Calculation Before Implement Before implement the excluded points from the survey, conducted a test by using current inspection points to calculate the duration of the inspection process. This test involved same inspector named Faisal, he is a Certified Inspector and has 3 years of working experience in CARSOME and also used same car for the test. The implement made by just pick PASS on excluded inspection points. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 35 of 51 Test Drive For test drive, the duration taken to make is 2 minutes and 36 seconds as showed in Figure 7.2. The Test Drive usually make a simple drive around 300 to 500 meters over the CARSOME area. Figure 7.2 shows the test drive process carried out by the inspectors. Figure 7.1 Test Drive Time Figure 7.2 Test Drive Process VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 36 of 51 Exterior Inspection For Exterior inspection points it take total of 20 minutes and 37 seconds to make the inspection as shown in Figure 7.3. This takes much time because needs to check for accidents, flood and overall of the exterior points. Figure 7.4 shows the exterior inspection process carried out by inspectors. Figure 7.3 Exterior Time Figure 7.4 Exterior Inspection Process VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 37 of 51 Interior Inspection Figure 7.5 shows Interior inspection process that takes 22 minutes and 22 seconds. The minutes over here surely takes a lot of time for the inspection because of the points that need to be inspected such as safety belts, audio player, speaker, air conditioning system and so on. Figure 7.6 shows the inspection process for interior points. Figure 7.5 Interior Time Figure 7.6 Interior Inspection Process VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 38 of 51 Undercarriage Inspection For the undercarriage it takes 10 minutes and 4 seconds as shown in Figure 7.7 to make inspection before the implementation. This includes fluids, exhaust system, brakes and others. Figure 7.8 shows the undercarriage inspection process. Figure 7.7 Undercarriage Time Figure 7.8 Undercarriage Inspection Process The overall time taken for the entire inspection process before making the implementation was 55 minutes and 39 seconds by a certified inspector. This surely shows a high amount of time needed to make the inspection with current inspection points. 7.2 After Exclude Inspection Points The test has made on same day after the closing hour to avoid any disturbance for ongoing Inspection Process. This inspection made by same car and same inspector to make to to get a accurate duration of time. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 39 of 51 Test Drive For Test Drive there is no any big changes because nothing is excluded from Test Drive inspection. The test drive duration takes 2 minutes and 59 seconds as shows in Figure 7.9. Figure 7.10 also shows the test drive process for inspection. The increased traffic congestion on one of the roadways, which causes slower vehicle movement and lengthier travel times, is reason for the 23-second delay. Figure 7.9 Test Drive Time Figure 7.10 Test Drive Inspection Process VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 40 of 51 Exterior Inspection After the implementation, the inspection duration taken for inspection Exterior parts are 15 minutes and 45 seconds as in Figure 7.11. Significance change in time noticed after the implementation of reduced inspection point. Figure 7.12 shows the exterior inspection points. Figure 7.11 Exterior Time Figure 7.12 Exterior Inspection Process VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 47 of 51 8.1 Recommendation For Future Report Or Practical Applications • Investigate Collaborations with Tech Founders: Take into account forming alliances with tech firms that specialize in automated inspection and automotive diagnostics. Working together can give you access to modern resources and knowledge, which can speed up the adoption of more effective procedures. • Install Advanced Diagnostic Tools: CARSOME should make investments in AIdriven analytics and automated inspection systems to make up for the removal of some inspection points. By evaluating vehicle conditions fast and precisely, these tools lessen the need for manual inspections and accelerate the procedure even more. • Prioritize Critical Inspection Points: Upcoming reports should to concentrate on honing the list of crucial inspection points that have an immediate bearing on the quality and safety of vehicles. CARSOME can maintain this list up to date and optimized in order to guarantee that inspections continue to be thorough but effective. It does this by utilizing data analytics, customer feedback, and industry best practices. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 48 of 51 9 CONCLUSION The objective of the report has been achieved by reducing the inspection time. The main unnecessary inspection points in CARSOME's vehicle inspection procedure that increase inspection times have been identified in this report. The study shows a possible decrease in overall inspection time without sacrificing the quality of the assessments by optimizing the procedure and concentrating on crucial inspection areas. The report makes a contribution to the field by outlining a clear methodology for identifying and removing pointless steps and offering a practical approach to optimizing vehicle inspections. This method can be used in other comparable automotive inspection scenarios in addition to CARSOME. The results have larger implications for CARSOME’s efforts to increase customer satisfaction and operational effectiveness. Quicker inspections can improve overall business performance by lowering customer wait times and boosting efficiency for the organization. This study successfully optimized the vehicle inspection process by reducing inspection points, resulting in faster inspections and improved customer satisfaction. Future research should explore the integration of AI-driven diagnostics to further enhance accuracy and efficiency, making the process even more streamlined and scalable. To sum up, improving inspection points is an essential first step in raising CARSOME's efficiency. The study shows that mindful improvement of processes can have a big impact and open up new opportunities for growth and innovation in the automotive ecommerce industry. VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 49 of 51 10 REFERENCES 1. About Carsome | Sell and Buy Used Cars. (2020). Carsome.my. https://www.carsome.my/about-us 2. Author, C. (2021, May 19). Eric Cheng’s Road to Success: Failures, Hard Times & Discovering Carsome. Carsome Malaysia. https://www.carsome.my/news/item/carsome-ceo-eric 3. How to make an Ishikawa diagram. (2020). Mindmanager.com. https://www.mindmanager.com/en/features/ishikawadiagram/#:~:text=An%20Ishikawa%20diagram%20is%20designed,issues%0 are%20likely%20to%20arise. 4. Kirill Tšernov. (2017, December 22). Long Waiting Times Cost You Sales | Qminder. Qminder; Qminder. https://www.qminder.com/blog/queuemanagement/long-waiting-times-sales/ 5. Leigh. (2022, July 28). Carsome Review - My Experience Buying and Selling My Car with Carsome. Dividend Magic. https://dividendmagic.com.my/my-carwith-carsome/ 6. Tools and media. (2021, March 19). What is customer satisfaction? Definition + importance. Zendesk. https://www.zendesk.com/blog/3-steps-achievingcustomer-satisfaction-loyalty/ 7. kaizo. (2021, November 2). The importance of customer satisfaction (+ stats to prove it) - Kaizo. Kaizo. https://kaizo.com/blog/importance-of-customersatisfaction/ 8. Million, R. (2024, July 16). Carsome Newsroom. Carsome Newsroom. https://news.carsome.com/news/carsome-secures-rm100-million-financingfacility-from-ambank-the-largest-bank-backed-facility-for-the-group VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 50 of 51 9. Carsome Group (2024, March 14). Carsome Newsroom. Carsome Newsroom. https://news.carsome.com/news/carsome-announces-strategic-changes-tostrengthen-c-suite-bench 10. Trout, J. (2020, May 4). Fishbone Diagram Explained | Reliable Plant. Reliableplant.com; Noria Corporation. https://www.reliableplant.com/fishbonediagram-31877 11 PROJECT PLANNING VEHICLE INSPECTION & EVALUATION: USED VEHICLE QUALITY INSPECTION PROCEDURES AND STANDART AT CARSOME Report Number: UNIMAP/FKTM/P1/221541902 WBL Company: CARSOME SDN BHD Revision: Choose an item. Date: Click or tap to enter a date. Prepared by: MOHAMAD AIMAN AFFENDI BIN MOHAD ‘FEDDER Verified by: MUHAMAD SAHRUL NIZAM BIN ZAKWAN Checked by: TS. DR. ING. MOHD NAZRI BIN OMAR TECHNICAL REPORT IFP Page 51 of 51