Case Study Service Op Management

Topics: Good, Supply chain management terms, Customer service Pages: 3 (643 words) Published: October 13, 2009
Village Volvo

1) Describe Village Volvo’s service package.

If we define what service package is we can say that the service package is defined as a bundle of goods and services with information that is provided in some environment. This bundle contains five features describing services such as;

• Supporting Facility
• Facilitating Goods
• Information
• Explicate Services
• Implicit Service

Village Volvo shows an effort by two former authorized Volvo dealers mechanics to provide quality service repair on out-of-waranty Volvos at a reasonable cost. On the basis of their 22 combined years of training and experience with the local Volvo dealer, they have earned a respected reputation and following of satisfied customers, which make an independent service operation feasible.

Supporting Facility:

According to service management book the definition of supporting facility implies that any physical resources that must be in place before a service can be offered is called supporting facility. In this case the supporting facilities are mechanic workshops and cars needed to be repaired.

The shop was built in suburb in the countryside. The building is not a central place and appropriate for all of the customers, however a daily shuttle service which goes only two or three times a day is scheduled, since no alternate transportations are available. Village Volvo is based in a new prefabricated metal structure building that consist of four work bays, plus it includes the office, storage and waiting room.

The waiting room is occupied with a television set, comfortable chairs, coffee, a soft-drink vendegin machine, magazines and the local newspaper. This facility is used almost exclusively by the clients who come during the “drop-in” times.

Facilitating Goods:

These are the materials which the customers buy or consume from the supporting facilities. In this case these might be tires.


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