Measuring & Managing Customer Satisfaction “The Long Case” Discussion Questions 1. Describe Enterprise’s basic operating model at the branch level. What competitive advantages does it provide? What might be the disadvantages of the model? Size: Enterprise branches are designed to operate like small‚ local businesses Structure: scientific management every lines employees focus on their own task Meet performance targets Ensure quality of products & services. Updated structure:
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German Car Rental Industry | 21510 - Global Context of Management (Due: 07 May 2012) | Melissa Townsend 11245216 | TABLE OF CONTENTS Executive Summary | 2 | Introduction | 3 | Industry Landscape | 3-4 | Future Outlook | 4 | PESTEL Analysis | 4 | Porter’s 5 Forces Analysis | 5 | References | 6-7 | Bibliography | 8 | Appendices | 9-24 | ------------------------------------------------- ------------------------------------------------- Executive Summary -------------------------------------------------
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com: Strategic service system design. |Author: |Lawrence‚ John J.; Solis‚ Luis | |Article Type: |Case study | |Geographic Code: |4EUUK | |Date: |May 1‚ 2005 | |Words: |5794
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with their positions. Enterprise is the largest car rental company with the largest fleet and the most rental locations. Because of this‚ they are easily accessible all over the country. Their main market focus is the home/city market segment and they are the industry leader in this segment with the most market share. In order to stay on top‚ Enterprise has kept up with technology and has formed many long-term alliances with insurance agents and car repair shops to produce referrals. Shifting to
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1-0 SUMMARY Jack Taylor began his business of Enterprise Rent-A-Car in 1962 in St. Louis‚ Missouri. Following the successfully philosophy of‚ "Take care of your customers and employees first‚ and profits will follow"‚ Enterprise grew steadily to become the nation’s largest rent-a-car company. What separated Enterprise from its other competitors such as Hertz‚ Avis‚ and Alamo was the fact that the company focused on two segments of the home-city market rather than appealing to the airport-rental
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Enterprise Rent-A-Car‚ was founded by Jack Taylor in 1957 in a basement of a Missouri Cadillac dealership with only seven cars. Today‚ Enterprise has more than 800‚000 vehicles and nearly 7‚000 locations. Their main business activity is to provide rental vehicles to customers. This privately owned company‚ what is known to be America’s #1-car rental company‚ has dedicated themselves to creating the best customer service throughout their service line in addition to being successful in the industry
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What do you think of when you hear “Enterprise Rent-A-Car”? Do you think of “We’ll pick you up”—the catchphrase that reflects the company’s willingness to come to your door when your car’s in the shop or you’re ready to take a trip? You probably don’t think “largest rental car company in the United States” or “hires more college grads than any other company.” Both of those descriptions are true‚ however. The company started in St. Louis when Jack Taylor opened a tiny auto-leasing business and named
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Car Rental Services Table of Contents S.no Description Page Introduction 3 1.0 Executive Summary 4 2.0 Business Description 5 2.1 Business plan 5 2.2 Long term goals of the company 5 2.3 Starting plan & Expenses 5 2.4 Company strength &Uniqueness of service 7/8 2.5 Potential of the business 8 3.0 Marketing Plan 9 3.1 Marketing segments & Target segments 9 3.2 Market needs 10 3.3 Competition 10 3.4 Promotion & Advertising strategy 11 3.5 Pricing Strategy 11 3.6 Marketing Budget 12
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ENTERPRISE BUILDS ON PEOPLE When most people think of car rentals firms‚ the names of Hertz and Avis usually comes to mind. But in the last few years‚ Enterprise Rent-A-Car has overtaken both these industry giants and today it stands as both the largest and the most profitable business in the car rental industry. In 2001‚for instance the firm had sales in excess of $6.3 bn and employed over 50‚000 people. Jack Taylor started Enterprise in St Louis in 1957.Taylor had a unique strategy in mind
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Case Study - Enterprise Rent-A-Car 1. How has Enterprise Rent-A-Car (ERAC) defined its service differently than that of the typical national car rental company? Basically‚ ERAC focuses on customers’ convenience. In order to support their convenience‚ ERAC has established a lot of its branches over the regions‚ which makes the company offer rental service within 15 minutes. In addition‚ it provides customers shuttle service to bring them at their homes‚ offices‚ or repair shops without fee. So‚
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gather like; How satisfied was the customer on his recent car rental from Enterprise? What‚ if anything‚ could Enterprise have done better? Did the customer experience any problems during the rental process? How was the telephone reservation process? How would you rate the car • Handling of paper work • Mechanical condition of the car • Cleanliness of the car interior/exterior? If next time you needed to pick up a rental car‚ how likely are you to call Enterprise?
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WRITTEN ANALYSIS OF CASE Olympic Rent-A-Car US: Customer Loyalty Battles Company: The case talks about Olympic Rent-A-Car the 4th biggest car rentals company‚ having 7% market share in USA. It has a very reactive type of strategy in terms of always following Hertz in pricing slightly lower than it and placing operations around it as well. The company had a flagship loyalty program called Medalist Rewards program which was also inspired by other competitors in the industry. The program was managed
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Enterprise Rent-A-Car For a business it is very important to find the best location. Making that decision can help you to get more customers and operate efficiently and gaining profit. The largest car rental company in UK and they tried to keep their personal feel of a small business. Managers of branches are given the control and freedom to do what they want to their branches and see to the need for their local area and operate upon it. In that perspective the company set its own values and
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The Times 100: Business case studies Recruitment and selection at Enterprise Rent-A-Car Teacher: Timmy Norris Author: Johnny Gat Date of submission: 4th of May Introduction Enterprise Rent-A-Car is a car rental company established in St. Louis‚ Missouri in 1957 by Jack C. Taylor. Its original name‚ “Executive Leasing Company”‚ was renamed to “Enterprise” in honor of the U.S.S. Enterprise aircraft carrier‚ which Taylor served on during World War II. In 2009‚ Enterprise
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IDEAL INDIAN SCHOOL P.O.BOX:2836 DOHA QATAR Business studies project: A simple research on marketing service “rent a car” STATEMENTS Project work submitted by: Faiza yousaf In partial fulfillment of the requirements For class XII course (2012-2013) Supervised by: Ms.Komathi.J Certificate This is to certify that Mr. / Ms. Faiza yousaf Of class XII of Ideal Indian School‚ Doha Qatar has completed His / her project under my supervision. He / she has taken proper care and has shown
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clearly completed Assignment Cover Sheet‚ and an electronic copy on CD in an envelope [hole punched or safely secured into your plastic file or assignment wallet]. Please do not include a plastic CD case/box and remember to write your student code and assignment code clearly onto the disc and envelope. All your assignments must be submitted in conjunction with a Turnitin© report (only if your centre provides the facility). You will need to achieve an overall mark of 40% in order to successfully complete
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The Ultimate Question 2.0 The book Ultimate Questions 2.0 by Fred Reichheld covers a very important topic about measuring customer satisfaction that has helped many big businesses such as Apple‚ Intuit‚ Enterprise rent a car‚ Phillips‚ etc over the years and still is helping many other businesses around the world. Profitability is essential to all businesses but in this book the author does a great job of describing the difference between good profit and bad profit. From the analysis of good
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4 cans. How many cans‚ in total‚ are in the display? Source:http://frontenacss.limestone.on.ca/teachers/dcasey/0D40504B-00870BC8.44/Lesson%204.6%20Arithmetic%20Sequence%20Word%20Problems.pdf 2 . | A car rental company in Rosedale revised its rental charges. The rental company charges $270 as the car rent and $40 per day. The total amount Francis would pay is modeled by the equationT = 270 + 40x‚ where T = total amount‚ x = number of days. Which of the following graphs best suits the situation? |
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cost of x cents for a package of ten and lids at a cost of y cents per dozen‚ which of the following represents its material cost‚ in cents‚ of c cups of coffee? 2. If a car rental company charges $100 for each rental‚ a dollars per mile‚ and b dollars per hour‚ which of the following represents the total cost to rent a car for 6 hours and travel 250 miles? 100 + 250a + 6b 3. In a library there are currently B bookshelves‚ each with 40 books. C new bookshelves are added‚ then 5 books are added
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letter from Enterprise Rent-A-Car. He wondered why Enterprise would be writing him. THE WRECK Then he remembered. Earlier that month‚ Kevin had been involved in a wreck. As he was driving to work one rainy morning‚ another car had been unable to stop on the slick pavement and had plowed into his car as he waited at a stoplight. Thankfully‚ neither he nor the other driver was hurt but both cars had sustained considerable damage. In fact‚ he was not able to drive his car. Kevin had used his cell
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