How can Village Volvo differentiate itself from Volvo dealers
Assignment 1: Village Volvo
Q-1: Describe Village Volvo’s Service Package
Ans-1: Core Service Package: Quality Repair Service on Out of Warranty Volvos
This Consist of Five Components:
1.
2.
3.
4.
5.
Supporting Facility
Facilitating Goods
Information
Explicate Service
Implicit Service
Also Routine Service like Tune up and Oil Change…
Village Volvo has one Unique Feature that is:
Customer Care Vehicle Dossier (CCVD) which Include:
1.
2.
3.
4.
History of Work
Information About Repaired Volvo
History of Fault arise in Volvo
Help Desk for Mechanics
Beside the Core Service Village Volvo provide Additional Service Like:
1.
2.
3.
4.
5.
Routine Service
Customer Relationship
Historical Trend
Cost and Time Estimation
Equipped Waiting Room
Q-2: How are the Distinctive Characteristics of a Service Firm illustrated by
Village Volvo?
Ans-2: Village Volvo implemented Service package which make customer Convinced and
Comfortable
Generally in Service Operation Management there is one Rule:
“If you are able to make customer your side your 50% job has to be done”
In village Volvo there are main three distinctive things:
Prepared by: Milan Padariya
Page 1
Assignment 1: Village Volvo
1. Customer Comfort
2. Trust
3. Respect
Village Volvo Provide good service with additional service.
One other good service is Management Information System in Village Volvo…
Q-3: Characterize Village Volvo in Regard to the nature of the service act, the relationship with customers, customization and judgment, the nature of demand and supply, and method of service delivery.
Ans-3: Following is the appropriate answer
1.
2.
3.
4.
5.
Nature of Service: Customer Participation
Relationship: High Contact with Customer
Customization and Judgment: Very High
Nature of Demand and Supply: Pull
Method of Service Delivery: Case Management Proactive intervention supportive service
Q-4: How Could Village Volvo manages its back office
Q-1: Describe Village Volvo’s Service Package
Ans-1: Core Service Package: Quality Repair Service on Out of Warranty Volvos
This Consist of Five Components:
1.
2.
3.
4.
5.
Supporting Facility
Facilitating Goods
Information
Explicate Service
Implicit Service
Also Routine Service like Tune up and Oil Change…
Village Volvo has one Unique Feature that is:
Customer Care Vehicle Dossier (CCVD) which Include:
1.
2.
3.
4.
History of Work
Information About Repaired Volvo
History of Fault arise in Volvo
Help Desk for Mechanics
Beside the Core Service Village Volvo provide Additional Service Like:
1.
2.
3.
4.
5.
Routine Service
Customer Relationship
Historical Trend
Cost and Time Estimation
Equipped Waiting Room
Q-2: How are the Distinctive Characteristics of a Service Firm illustrated by
Village Volvo?
Ans-2: Village Volvo implemented Service package which make customer Convinced and
Comfortable
Generally in Service Operation Management there is one Rule:
“If you are able to make customer your side your 50% job has to be done”
In village Volvo there are main three distinctive things:
Prepared by: Milan Padariya
Page 1
Assignment 1: Village Volvo
1. Customer Comfort
2. Trust
3. Respect
Village Volvo Provide good service with additional service.
One other good service is Management Information System in Village Volvo…
Q-3: Characterize Village Volvo in Regard to the nature of the service act, the relationship with customers, customization and judgment, the nature of demand and supply, and method of service delivery.
Ans-3: Following is the appropriate answer
1.
2.
3.
4.
5.
Nature of Service: Customer Participation
Relationship: High Contact with Customer
Customization and Judgment: Very High
Nature of Demand and Supply: Pull
Method of Service Delivery: Case Management Proactive intervention supportive service
Q-4: How Could Village Volvo manages its back office