Case Study on Xpresso Lube
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 their cars to take a look at the problems the staff had mentioned. This gains customer loyalty, by ensuring that the customers do not get ripped off, as to encourage the spreading of Xpresso Lube’s quality services via the word of mouth. There are two additional stalls for customers to have their car oil changed, in order to prevent a bottleneck from occurring. In order to increase the level of comfort in Xpresso Lube, there is also a café, providing customers with beverages so that they can have the luxury of freshly made coffee while waiting for their cars to be serviced. All these facilities are indoor. However, Charlie did provide an outdoor space for his staff to work on customers’ cars when the weather is pleasant. This way, Charlie can deal with the flow of customers as they have more stations to serve their customers.
A transportation facility is provided to fetch customers from workshop back to their offices and vice versa. As many of the customers only have time during their lunch period or the end of the day to service their cars. Therefore by providing this, they able to merely spend 10 to 20 minutes to get down to workshop and get their car serviced and get back to work.
Facilitating Goods
One of the main facilitating goods in Xpresso Lube is the coffee that they provide. Customers receive high quality, freshly brewed coffee made at the point of order, rather than stale coffee brewed when the shop opens for the day. Having a coffee plantation in Costa
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 their cars to take a look at the problems the staff had mentioned. This gains customer loyalty, by ensuring that the customers do not get ripped off, as to encourage the spreading of Xpresso Lube’s quality services via the word of mouth. There are two additional stalls for customers to have their car oil changed, in order to prevent a bottleneck from occurring. In order to increase the level of comfort in Xpresso Lube, there is also a café, providing customers with beverages so that they can have the luxury of freshly made coffee while waiting for their cars to be serviced. All these facilities are indoor. However, Charlie did provide an outdoor space for his staff to work on customers’ cars when the weather is pleasant. This way, Charlie can deal with the flow of customers as they have more stations to serve their customers.
A transportation facility is provided to fetch customers from workshop back to their offices and vice versa. As many of the customers only have time during their lunch period or the end of the day to service their cars. Therefore by providing this, they able to merely spend 10 to 20 minutes to get down to workshop and get their car serviced and get back to work.
Facilitating Goods
One of the main facilitating goods in Xpresso Lube is the coffee that they provide. Customers receive high quality, freshly brewed coffee made at the point of order, rather than stale coffee brewed when the shop opens for the day. Having a coffee plantation in Costa