Strategy Management
How are the distinctive characteristics if a service firm illustrated by Village Volvo?
• They have set aside specific time for each week for client to drive in for quick routine service such as tune-ups and oil changes.
• They have scheduled appointments for diagnosis and repair of specific problems. In that way, they were able to attract customers looking for quick services like oil change and tune up and also for customers looking to address specific problems.
Characterize Village Volvo in regard to the nature of the service act, the relationship with the customer, customization and judgment, the nature of demand and supply and the method of service delivery.
• Village Volvo maintains a continuing file on each vehicle and it services. This history helps the mechanic to understand the nature of service done for that vehicle previously and also understand the warranty of parts changed previously etc.
• Village Volvo also uses CCVD for the source of information. Based on that data, it reaches out to the customers in advance and reminds them the routine service procedure is due.
How could Village Volvo manage its back office (i.e repair, operations) like factory?
• Village Volvo established 4 work bays in addition to an office, waiting area and storage room.
• On the operations front, after a preliminary diagnosis from the mechanic, the service manager will get in touch with the customers on the estimates on cost and timeline.
How can Village Volvo differentiate itself from Volvo dealers?
• Village Volvo differentiates itself from the dealer in terms of customization and providing custom care. They demonstrated that, care is taken throughout the repair process to keep the car clean and the inside is vacuumed as a courtesy before pickup.
• After the repairs are finished, the vehicle is taken for a short drive and then it is parked, ready for the pickup.
Name: Anbarasu Manivannan Date: 1/14/13
Case: Xpresso Lube
Describe Xpress Lube’s
• They have set aside specific time for each week for client to drive in for quick routine service such as tune-ups and oil changes.
• They have scheduled appointments for diagnosis and repair of specific problems. In that way, they were able to attract customers looking for quick services like oil change and tune up and also for customers looking to address specific problems.
Characterize Village Volvo in regard to the nature of the service act, the relationship with the customer, customization and judgment, the nature of demand and supply and the method of service delivery.
• Village Volvo maintains a continuing file on each vehicle and it services. This history helps the mechanic to understand the nature of service done for that vehicle previously and also understand the warranty of parts changed previously etc.
• Village Volvo also uses CCVD for the source of information. Based on that data, it reaches out to the customers in advance and reminds them the routine service procedure is due.
How could Village Volvo manage its back office (i.e repair, operations) like factory?
• Village Volvo established 4 work bays in addition to an office, waiting area and storage room.
• On the operations front, after a preliminary diagnosis from the mechanic, the service manager will get in touch with the customers on the estimates on cost and timeline.
How can Village Volvo differentiate itself from Volvo dealers?
• Village Volvo differentiates itself from the dealer in terms of customization and providing custom care. They demonstrated that, care is taken throughout the repair process to keep the car clean and the inside is vacuumed as a courtesy before pickup.
• After the repairs are finished, the vehicle is taken for a short drive and then it is parked, ready for the pickup.
Name: Anbarasu Manivannan Date: 1/14/13
Case: Xpresso Lube
Describe Xpress Lube’s