Preview

Motivation Rent-a-Car Case Study

Best Essays
Open Document
Open Document
3188 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
Motivation Rent-a-Car Case Study
Topic: Rent-A-Car Case study
Course: 501 HUMAN INTERFACES Final Assignment

Instructor : Michele Vincenti
Student Name : Navanjot Singh Bajwa
Class : MBA 501

Table of contents:
Abstract…………………………………………………………………………………….3
1. Introduction……………………………………………………………………………4 2. Motivation and approach used by Rent-A-Car………………………………………..6 3. Culture of an organization…………………………………………………………….9 4. Analyzing the Vote System…………………………………………………………..10 5. Effectiveness of Motivational Techniques……………………………………………12 6. Conclusion…………………………………………………………………………….12 References

Abstract
The factors contribute the exceptional customer service explained in the paper. Customer service is main motive of this company and there are several techniques that this company follows to provide better business to the customers. The study is aimed at the factors leading to better business and meeting the expectation of the customers. The study also tells us the various factors leading to job satisfaction. The research also tells us how the culture of the employment plays the important in motivating the employees. The case study comes to an end with the discussion that better customer satisfaction comes with the better job satisfaction.

1. Introduction
Today in workplaces, motivation had been proven to be one of the most useful tools in order to reduce employee turnover and to help maintain skilled and talented personnel. There are many strategies to increase employee motivations such as using personal and external incentives. Whether these incentives are for a feeling of personal satisfaction and accomplishment or for prizes, money, rewards, they are all tactics to motivate an individual to complete a task or engage in an activity. There are 68,000 employees employed with Enterprise Rent-A-Car (Enterprise) in five different countries, thus, making it the largest rental car company in North America. Enterprise had more than 5,000 offices found within 90% of US



References: About Us (2008) Enterprise Rent-A-Car. http://aboutus.enterprise.com/index.html Motivation in the Workforce. http://www.123helpme.com/preview.asp?id=77813 Essay on Motivating Employees in the Workplace. http://www.echeat.org/essay.php?t=27630 Example Essays (2002-2011) Retrived from http://www.exampleessays.com/viewpaper/47706.html OP Papers (2011). http://www.oppapers.com/essays/Enterprise-Rent-A-Car/118733?topic The Times Newspapers Ltd and MBA Publishing Ltd 1995-2011. http://www.thetimes100.co.uk/case-study--motivation-in-action--96-384-6.php Cyber Essays (2011) Does Motivation Pay? A Critical Evaluation Of Role Of Motivation In Firm Performance. http://www.cyberessays.com/Term-Paper-on-Does-Motivation-Pay-A-Critical-Evaluation/9163/ OP Papers (2011). http://www.oppapers.com/essays/Case-Study-Enterprise-Rent-A-Car/422317?topic Cyber Essays (2011) http://www.cyberessays.com/Term-Paper-on-Motivating-Employees/30114/ Value Based Management (2011) http://www.valuebasedmanagement.net/methods_herzberg_two_factor_theory.html

You May Also Find These Documents Helpful

  • Good Essays

    Introduction: customer service are All interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a product and builds enduring relationship. in this report I will be talking about the customer service in retail for the three retailers john Lewis department store boots and pc world customer service will help deal with any problems encountered by the customer, for example if a customer has a problem regarding their goods they would ask customer service for assistance in order to tackle and solve this problem.…

    • 4955 Words
    • 20 Pages
    Good Essays
  • Satisfactory Essays

    My research paper will be focusing on course objective C which discusses the different theories of motivation and how to demonstrate their application to successfully guide employees toward accomplishing organizational objectives. The different motivational theories that I will be discussing and applying throughout the paper are categorized under the Needs Theories of Motivation which include the Hierarchy of Needs Theory, the ERG theory, the Acquired Needs Theory, the Two-factor Theory, and the Equity theory of Motivation. I will thoroughly explain each one and try to provide examples of how to apply these theories in work settings. In my paper I would also like to research the most sought after companies that are rated for employee satisfaction or in other words the best companies to work for. Two of the top companies that are listed under CNN Money are SAS and GOOGLE. SAS which originally stands for Statistical Analysis System is, "the leader in business analytics software and services, and the largest independent vendor in the business intelligence market (SAS.com)." GOOGLE of course is one of the most widely known and used search engines all over the country if not the world. I will briefly give a description of each company and then discuss the reasons behind them being some of the best companies to work at. I would like to research and see what are some of the innovative ways in which these companies motivate or rather create a motivational environment for their employees. By using the above theories of motivation and the tactics behind these successful companies, I will then apply them to different work settings or organizations and discuss the outcome of using each individual methods or the overall effect of having a motivational setting in the…

    • 317 Words
    • 2 Pages
    Satisfactory Essays
  • Powerful Essays

    This study starts by explaining the concept of service quality and employee performance. The findings indicate some reasons for service quality decline among employees which is followed by explaining the strategies on how to develop employee performance which can yeild good results in business.…

    • 4188 Words
    • 17 Pages
    Powerful Essays
  • Good Essays

    Enterprise Rent-a-Car (Enterprise) is the largest rental car company in North America with more than 65,000 employees across five different countries. Enterprise is a big company that has the approach and feel of a small business. Its mission is to “fulfill the automotive and commercial truck rental, leasing, car sales and related needs of our customers and, in doing so, exceed their expectations for service, quality and value.” (Enterprise Rent-a-Car, 2007) Enterprise strategy to achieve and fulfill its mission started by Jack Taylor’s simple philosophy: “Take care of your customers and employees first, and profits will follow.”…

    • 801 Words
    • 4 Pages
    Good Essays
  • Good Essays

    The management thought that store managers should spend time on the sales floor with customers; company paperwork piled up on desk or tossed in the wastebasket (Kavilanz, Parija B. 2009). The issue was to challenge the senior management decision on the working style of the store managers. The company followed the various steps to enhance it culture changes which included making metrics for the company with existing workflows and level of the executives. Then changes were suggested under the same which included making changes to the existing metrics and making and defining new roles for the employees. The mission statement showcases the excellent customer service on the basis of the change in the culture to address the customer feedback and enhance the product offerings. The company takes care of the employees and the customers through various CSR activities and thus enhancing the people orientation (Reingold, Jennifer. 2008).…

    • 731 Words
    • 3 Pages
    Good Essays
  • Good Essays

    Customer services is the provision of services to customers both before during and after the sale, it is designed to improve customer satisfaction and to ensure the product has met the expectations of the customers. A bad experience of customer service can change the customers opinion of the whole organization therefore it’s important that employees must be able to ensure the customer leaves having got what they wanted and are happy.…

    • 831 Words
    • 4 Pages
    Good Essays
  • Good Essays

    Today, Enterprise is the largest car rental business in North America with more than 7,000 offices in the U.S. and 900 in Canada, Puerto Rico, the UK, Germany, and Ireland. Customer satisfaction is a key driver of growth for Enterprise delivering first class customer service. Enterprise strives to hire, develop, and train its staff through effective training and development. Employees at enterprise achieve promotion within the company reaching their full potential. This promotional strategy reduces the need for external recruitment. This is a cost effective way for Enterprise to manage its people.…

    • 808 Words
    • 4 Pages
    Good Essays
  • Good Essays

    Customer relations are so important to the welfare of a business; good customer service could be the tie that binds a company with their clients. One factor that…

    • 744 Words
    • 3 Pages
    Good Essays
  • Best Essays

    According to Antony and McVicar (2011), motivation may be defined as a stimulus, workforce which can affect people’s action because of a need or desire. It should be linked with people’s performance and the goals of productivities. Usually, motivation plays an important role in achieving business goals in a workplace where is consist of workers. It could bring every employee enthusiasm in their work to gain the goals of productivities or the organization objectives if the managers motivate their staff well (Dysvik and Kuvaas, 2008). So, how to motivate the employees challenges the managers of the organizations or companies. High level of motivation could lead to high level of performance, and then good performance could cause high productivity. In contrast, low motivation perhaps makes turnover happen frequently. Motivating in the workforce is complicated and difficult due to many different reasons such as work itself, work conditions, relationship between supervisors and staff (Herrera, 2002). The managers probably need to motivate their employees by some motivational theories. The theories of motivational could help them to improve workers’ performance, reduce the turnover, make employee remain the right attitude towards the work. Consequently, the high level of performance usually can improve the productivity. This essay will describe three kinds of theories of motivation which are Maslow’s hierarchy of needs theory, Herzberg’s two factors theory and Vroom’s expectancy theory firstly and choose three companies which are Manpower, Tesco and Nokia to analyze how these three kinds of motivational theories are used by their managers.…

    • 1795 Words
    • 8 Pages
    Best Essays
  • Powerful Essays

    The term “motivation”, which is defined using various terminologies, is often used to describe different types of behavior. Motivation is the “internal state or the condition that activates behavior and gives it direction; the desire or want that energizes and directs goal-oriented behavior, or the influence of needs and desires on the intensity and direction of behavior”. (Huitt, 2001) Motivation is specific to an individual’s make-up, their personal interests, wants and desires, or need to fulfill a goal. Several factors influence an employee’s level of motivation: pay, opportunity for advancement, growth and development, job security, honesty and integrity, working conditions, reward and recognition. Employee recognition is often praised at a “successful motivator”. To understand what factors influence motivation we need to understand the research and theories developed to define and explain motivation.…

    • 3699 Words
    • 15 Pages
    Powerful Essays
  • Better Essays

    Improving Customer Service

    • 3442 Words
    • 14 Pages

    Good customer service cannot be bought by an organization nor will it be found in the mission statement. Customer service is a trait that must be imbedded into the culture of an organization and the installation of this critical element is carried out by management. An organization which excels in customer service, is…

    • 3442 Words
    • 14 Pages
    Better Essays
  • Good Essays

    Motivation Theories

    • 1860 Words
    • 8 Pages

    A couple of decades ago, the topic of motivation were just another term in the books of managers trying to implement behavioural techniques on their employees. Give perks, give monetary benefits, performance rewards and employees are bound to be motivated – as simple as that. But gradually as the years passed by, as people began to move out of the shackles of monotonous, menial work environments, there was a radical shift on how management studies began to view motivation. There were debates, lectures, psychological-social experiments and theories which suddenly threw the old concepts aside and brought in new ones. The topic became a cynosure of all management, scientific and economic studies – a topic which was deemed simple suddenly became a complex monster without which, the workplace culture was poised to be threatened. Employees, after all, are the biggest assets of organizations – and motivation is what keeps them going.…

    • 1860 Words
    • 8 Pages
    Good Essays
  • Powerful Essays

    Motivating Employees

    • 2767 Words
    • 12 Pages

    Motivational theory is an important part of a business education for professional today. Though it stems from psychology, motivation deals with people, as does management. This paper will cover basic employee motivations and offer suggestions for motivating employees. What motivates employees and what part dies motivation play in today 's workforce? Some people believe they are obligated to do their best at their job simply because that is what is expected of them. On the other hand, there are those who merely do enough to get by and receive a paycheck. No matter what type of employee, organizations need to understand the concept of motivation, which comes in a variety of forms such as monetary benefits, perks or recognition within the corporation. Motivation also leads to higher productivity and greater profit – two major goals in business. The key to unlocking peak performance from employees is the concept of human motivation. And the key to motivation revolves around one fundamental principle: "What 's in it for me?"…

    • 2767 Words
    • 12 Pages
    Powerful Essays
  • Satisfactory Essays

    Customer Service

    • 411 Words
    • 2 Pages

    Customer satisfaction is very significant. It measures how the products and services supplied by a company meet the customer’s satisfaction. It is good to have positive feedback from customers and to be able to give them the chance to tell you how they feel about the company and also what can be fixed or what they really enjoyed. Knowing what people think about your business can help to be able to have a better business and work on different things that can be different. Customer loyalty is a great quality to have within a business. Customer loyalty is having the right attraction to customers, getting them to purchase from you, purchase often and also even being able to bring you more customers. You can build customer loyalty. I think it is important to keep in touch with your customers are show appreciation to each customer in ways that will be beneficial to them, knowing what they like and showing that you care about what they like. It is also important to treat your employees well and In return they will treat your customers well. Truly being able to care about them and proving to them that they are more than just another purchase from them. Make their experience within your company more happy and joyful. I think it is very important to treat people like you would like to be treated. There is however a difference between customer service and customer loyalty. Having loyal customers is what could make or break your company. Having good customer service is what gives customers the incentive to be loyal to your business.…

    • 411 Words
    • 2 Pages
    Satisfactory Essays
  • Satisfactory Essays

    Hercor College Case Study

    • 704 Words
    • 5 Pages

    Generally, from the view point of our case study analysis service quality is achievement of organizational goal in every establishment. If a fast food restaurant have a high quality of service it can give a good image to the establishment and encourage more costumer or upcoming guest. Service quality can be related to the service potential life workers qualification and service process and also the quickness of service. The result is customer satisfaction, Service quality is also a companion of expectation with performance to gain more costumers and measure the subjective aspects of service benefit with perceived result.…

    • 704 Words
    • 5 Pages
    Satisfactory Essays

Related Topics