الفهرس 
ABSTRACT
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Abstract
In industrialized countries, most of the companies deployed lean manufacturing techniques in order to minimize the wastes and consequently maximize the overall benefits.
In this work, the lean manufacturing techniques such as VSM, Cause and Effect diagram, Kanban and improving layouts are applied in automotive service centers to measure the customers’ satisfaction. Moreover, the impacts of such techniques on the overall business environment are evaluated. Results indicate that both the leading time are significantly reduced by about 69.4%, and 50.0% respectively.
In addition, the service center’s layouts are improved. Accordingly, the closeness rate of the production department is increased and the total distance travelled is reduced.
The customer satisfaction index is improved by 75%. The obtained results encourage the industrial companies to use the lean thinking approach in customers’ service and production departments in order to greatly enhance the productivity, competitiveness and overcome the industrial obstacles.
This thesis aims to present solutions to existing problems in any service center and its effect on performance and the way to solve them using Lean thinking. Also, it shows the results we got after implementing Lean approach.