• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Village Volvo is an independed service operation that provides quality repair service on out of warranty Volvo at reasonable c

Extracts from this document...


Village Volvo Case 1. Village Volvo is an independent service operation that provides quality repair service on out of warranty Volvo at reasonable cost. The shop was build in suburb in the outskirts of the city. Unfortunately, it is not centrally and conveniently located for all of the customers, however a daily shuttle service is considered, since no alternate transportation is presently available. Village Volvo is based in a new butler building that has four work bays, plus the office, storage and the waiting room. They designed the waiting area with comfortable chairs, with TV sets, coffee, soft drinks, magazines and local newspaper. With 22 years of training and great deal of experience, Volvo is known for their satisfactory service. This operation offers a custom car service that is not normally available at the local service. They consistently maintain the set schedule for the clients who need a quick routine service, but they push clients to make appointments for repair of detailed problem. ...read more.


They also expended their services of other service providers who for example can assist further with recycling of used parts and waste products. Village Volvo's experiences staff; the mechanics and the service managers are fully accessible to their clients. They provide a detail service from the beginning until the end and beyond. 3. A nature of the Service Act in Village Volvo falls into tangible actions as services directed at goods and other physical possessions. Their service is delivered in their facility that clients must travel to, although he does not necessary need to be present during the repair, the customer is present. The relationship with Customers is continuous delivery of service, sort of a membership relationship, where the company has a database of their clients. Village Volvo keeps and maintains the file on each vehicle on services for the regular as well as the new customers. It helps to keep the track of the all repairs and follow up or the remainders on any upcoming jobs as tune-ups, oil changes etc. ...read more.


Village Volvo already provides a detail, superior service however, I would suggest being more flexible. As we found out in the case, the hours are strictly set and the appointments are essential. The other issue is their location, perhaps I would choose more centralized place for the next Village Volvo shop. Finally, due to its location and no alternate transportation offered maybe they could think of something like a family package or little entertaining service for the kids. Many parents or single parents may consider and run their "car errands" on the weekends, when there is no school. The ideal situation would be to drop off the car and have a little time to play or put the kid in the "car school" where the children can drive a little plastic cars, learn the road rules and the signs, play the bus/ car/ gas station...etc. The kids would love it and parents can easily run the errands with their children and spend some more time together. This way the Village Volvo would definitely differentiate from Volvo dealers. ?? ?? ?? ?? Lecturer: John Ogasian Katarina Futova MGT 4415 Project Management and Service Operations Management ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Customer service Tesco's customer expectations

    Training and development is a crucial part of the implementation of any quality programme. The type and requirements of the training will depend on: 1. Current performance/success of Tesco 2. Current and planned quality system 3. Level of management 4.

  2. This coursework is about the customer service at Argos. It covers the following:Responsibility of ...

    This department is under the operations department. The operations managers monitor this department. Argos customer service department is divided into two: one for the store customers and the other for the telephone and Internet customers. Argos has over 500 employees working in its customer service department.

  1. Customer Service

    But Tesco is cheaper then mot of the other supermarkets and they offer lot more products. Recording to Tesco on average Sainsbury's is 4% more expensive then Tesco and Safeway are 10% more expensive then Tesco. There are more then 2,318 -plus stores and many distribution centres are located in United Kingdom.

  2. Produce a case study comparing two business organisations, investigating the extent to which each ...

    With Tesco, the answer is yes! Tesco has been listening and responding to customers' views on health since the launch of the Healthy Eating range in 1985 and helps you make informed choices for you and your family. Making sure that the needs of the customer are met by the product or service offered Catering for all tastes Tesco is Britain's best value supermarket.

  1. Customer service within the travel and tourism industry

    Customer service helps our organisation gain more customers & increased sales through maintaining customer loyalty. We maintain customer loyalty be doing extra duties such as making courtesy calls, checking to see if guests have settled into their room, and offer to bring any beverages they may want from the bar to their rooms.

  2. customer service london zoo

    * Groups. * People of different ages. * People from different cultures. * Non-English speaker. * People with specific needs. Individuals We often deal with individual customers on one to one basis. Someone working in the ticket office at London Zoo for instance will deal mainly with individuals.

  1. Customer Service in Travel and Tourism, D1

    on-ship questionnaires, these are sent to the selected branches where they then look at all customer feedback if any is negative then they will try to amend the problem. The feedback is then evaluated and assessed if the feedback once evaluated is drawing concerns then the area of concerns will be investigated.

  2. The business that I have chosen is Waitrose, because I believe that this company ...

    You scan the items that you want from the shelves whilst you are shopping, allowing you to pack your items as you are shopping, after you have finished all you have to do is pay at the Quick Check till.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work