1. Describe the Xpresso Lube’s service package? Xpresso Lube’s service package being unique and first of its kind provides various other services other than lube oil change. It provides for a range of coffees‚ a waiting area with good interiors‚ music system and reading material appealing to different interests. In the core area of operations (lube oil change)‚ Xpresso provides an opportunity to the customers to see an anomaly found in their car. It also provided transportation facility to customers
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A) Background of the Company Xpresso Lube is set up by Charlie Green. Charlie is a man of different talent. He has the knowledge of oil-change from his family members and also good in musician. Xpresso Lube was found because Charlie had an unpleasant experience while getting his car oil changed. He witnesses the lube technician was trying to “ripped off” an elderly lady. From that incident onwards‚ it gave him a clear idea of setting up his own oil-change station. From the oil change business
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CASE: XPRESSO LUBE 1. Describe Xpresso Lube’s service package? * Supporting facility: Xpresso Lube has a fixed amount of operational capacity because it has a limited number of service lifts – two to be exact. Other components of its supporting facility are tools and equipment‚ an equipment storage area‚ a spacious waiting room‚ chairs‚ a service counter‚ street access and parking. * Facilitating goods: oil‚ filters‚ auto parts‚ coffee‚ snacks‚ cups‚ napkins‚ sugar and milk.
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Xpresso Lube: Charlie Green‚ owner of Xpresso Lube‚ is not your typical car repairman. A man of many talents Charlie gained valuable knowledge of the oil-change business while working in the special mixtures division of Goodyear. Charlie also learned from his father and brother while working on cars when he was growing up and later supplemented this knowledge by taking formal automotive courses. All similarities between and his fellow mechanics end there‚ however. Charlie also is a professional
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Relevant Facts Charlie Green took many steps in creating his service package for his Xpresso Lube. It is centrally located in Austin‚ Texas on the main street near thriving business and a University that are all within walking distance. This centralized location contributes to his success. Charlie was sure to make the implicit services at Xpresso Lube enjoyable while the customer enjoys an espresso while waiting for their oil to be changed. He supported the facility with an adequate waiting area
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Chapter 2 The Nature of Services Distinctive Characteristics of Service Operations In services‚ a distinction must be made between inputs and resources. For services‚ inputs Are the customers themselves‚ and resources are the facilitating goods‚ employee labor‚ and capital at the command of the service manager. Thus‚ to function‚ the service system must interact with the customers as participants in the service process. Because customers typically arrive at their own discretion and with
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Case Study on Xpresso Lube Content Page Page I - Xpresso Lube’s Service Package 3 II - Distinctive Characteristics of a Service Operation‚ illustrated by the Case Study 5 III - Xpresso Lube’s Characteristics 7 IV - Xpresso Lube’s Location 8 V - Suggestions of additional services for Xpresso Lube 9 I - Xpresso Lube’s Service Package Supporting Facility In Xpresso Lube‚ Charlie provided lifts in the workshop so that customers can have a view of
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Xpresso Lube’s Service Package • Supporting Facility • Facilitating Goods • Information • Explicit Services • Implicit Services Xpresso Lube’s Distinctive Service Characteristics * Intangibility * Perishability * Heterogeneity * Simultaneity * Customer Participation in the Service Process Xpresso Lube’s Service Classification * Nature of the service act * Relationship with customers * Customization and judgement * Nature of demand and supply * Method
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CASE: Car Lube Operations to accompany CHAPTER 3: Process Strategy Professor Smith can expound at length about the merits of timely preventive maintenance. After all‚ what good is a process that is performed by less-than-reliable equipment? When it comes to his own vehicle’s preventive maintenance‚ however‚ Smith has been known to be less than meticulous. It takes him three months just to muster up the energy to take his car for its recommended three-month oil change! Smith usually takes
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Charlie Green‚ owner of Xpresso Lube‚ is not your typical car repairman. A man of many talents‚ Charlie gained valuable knowledge of the oil-change business while working in the Special Mixtures Division of Goodyear. Charlie also learned from his father and brother while working on cars when he was growing up and later supplemented this knowledge by taking formal automotive courses. All similarities between Charlie and his fellow mechanics end there‚ however. Charlie also is a professional
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