Blue Van Case Study

Topics: Customer service, Management, Customer Pages: 7 (2248 words) Published: January 3, 2013

1. Introduction:1
2. Managing People and Relationships1
2.1 Evaluate the relationship between the customer and the organisation1 2.2 Measures Supershuttle May Take2
3. Managing Information for Decision Making3
3.1 The Demands Refer to Data Collection Methods3
3.2 The Data are Necessary to Get3
4. Managing Operational Finance4
4.1Choose a Effective and Profitable Policy4
4.2Franchise or Independent Operator5
5. Managing Operations5
5.1 Difficulities for Supershuttle5
5.2 Suggestions for suppershuttle to plan and manage resources6 References:8

1. Introduction:
In recent decades, the rapid development of tourism industry causes an increasing demand for transportation companies. As a result, there is fierce competition between them. It is an important thing for a company to ascertain a sustainable way to further development and growth. Indeed, “In today’s globally competitive world, customers expect more, have more choices, and are less brand loyal”(Market-Based Management, 2009, 35 ) . They are all challenges to the transportation companies. All the evidence in Supershuttle case suggests that Supershuttle is not a successful company, which may prevent it from growing in the future and even yield a worse outcome. This paper attempts to analysis the problems that Supershuttle has, evaluate them and give some advices to Supershuttle so that they can improve their service quality and obtain more profits. Firstly, it explores the problems associated with managing people and relationships and the measures that Supershuttle can take to retrieve their service. Secondly, it states something about managing information for decision making which will contribute to managers’ decision. Thirdly, it is a comparison about operating policies that Supershuttle can utilize in their operations. Finally, it is a suggestion for Supershuttle on how to manage their resources in the medium to long term and the possible difficulties they may meet with.

2. Managing People and Relationships
Managing people and relationships is crucial to any business success. If there is no effective management of people and relationships, it will result in failure. In Supershuttle case, both the external relationship which refers to the relationship between Supershuttle and Southerns and internal relationship which means the relationship between different parts in this organization are unsuccessful.

2.1 Evaluate the relationship between the customer and the organisation In this case, Supershuttle failed to offer the Southerns the good service they promised, which made the Southerns really dissatisfied. According to Castleline (2012), “the aim of maketing is to provide customer satisfaction”. “A market-based business uses a variety of marketing performancemetrics to measure its performance and progress , and one essential performance metric is customer satisfactions ”(Market-Based Management , 2009, 38 ). Consequently, it is quite necessary for Supershuttle to take some measures to improve customer satisfactions in order to retain old loyal customers and attract more new ones.

2.2 Measures Supershuttle May Take
Most importantly , build a customer-focused system which can create and deliver higher levels of customer value that enhance customer satisfaction and contribute to higher level of profitability ((Market-Based Management , 2009, 31 ). In this instance, the services that Supershuttle offered are intangible. Therefore, the staff are advised to be sensitive to Southerns’ need, not only to return the refund of $41 but also the cost of limo about $75. It will be the most effective way for the hem to calm down due to their direct loss is momeny. Moreover, Supershuttle could offer them gift vouchers or member cards to make sure that they would choose them for a second time. In the long run, it will be profitable for Supershuttle.

Supershuttle could then amend their website as they exaggerated...
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