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분야
doc소개
원문 번역
English Summary
질문
답변
1. Describe Village Volvo’s service package
2. How are the distinctive characteristics of a service firm illustrated by Village Volvo?
1. Simultaneity
2. Perishability
3. Intangibility
4. Heterogeneity
5. Customer Participation in the Service Process
3. Characterize Village Volvo in regard to Strategic Service Classification.
4. How could Village Volvo manage its back office (i.e., repair operations) like a factory?
5. How can Village Volvo differentiate itself from Volvo dealers?
English Summary
This story is about how the firm “Village Volvo” gained its competitive advantage compared to other companies. Unlike the other Volvo dealers, Village Volvo applied many service management factors that we could learn.
First, it divided its service time to reduce intricacy, and maximize efficiency. On the book, for example, they operate a specific time each week for customers to have a quick-check up. Also, when there more severe problem on customer’s car, they recommend customers to schedule an appointment check up with them.
The second factor is, that they use information as a part of efficient management. The mechanics do a test drive with client’s car to gain sympathy to car’s problem, and uses Custom Care Vehicle Dossier (CCVD)’s data for maintaining and diagnoses.
The last but not the least thing that we can learn from this story is, the importance of customization and customer satisfaction. The firm even operates an exclusive service manager for customers, consulting with them to maximize satisfaction. Also, they operate a casual waiting room, planning to operate a shuttle vehicle, provides customers related industry’s network, all for customer’s satisfaction.
