Toms Auto Service
Toms Auto Service Case Study
#1) Toms Auto Service (TAS) would define their customer service package by providing friendly and professional employee who interact with customers, providing oil, oil filters, tires, windshield wiper blades, and lubricants. They also provide their customers a waiting room with fresh blends and assortments of coffee, tea, soda, magazines, Wi-Fi, and high definition televisions. More services that they include are discount coupons, cleaning the vehicle inside and out, reviewing service history with the customer, and explaining the technical aspects of the vehicle service or if a mechanical problem is discovered. Their mission is to make sure that the customer leaves happy and in a timely fashion. The strategy that they use is to offer friendly service in a clean and professional environment to repair and maintain customers vehicles at multiple service centers. If I were to rank their competitive priorities, it would go in this order: Product quality, Service Quality, Time, Price, Flexibility, and Innovation.
#2)
Toms Auto Service focuses on eight design features through service-delivery systems and service encounters. The service delivery system designs focus on: the facility location and layout, the servicescape, the service process and job design, technology and information support systems. Location affects a customer’s travel time and is an important competitive priority in the service business. The servicescape is the physical evidence that the customer might use to form an impression. The service process and job design is the activity of developing an efficient sequence of activities to satisfy internal and external customers. Technology and information support systems are important factors in designing services to ensure speed, accuracy, customization, and flexibility. TAS also focuses on their service encounter just as much as they focus on their service-delivery system. A few of the service encounters that they concentrate
#1) Toms Auto Service (TAS) would define their customer service package by providing friendly and professional employee who interact with customers, providing oil, oil filters, tires, windshield wiper blades, and lubricants. They also provide their customers a waiting room with fresh blends and assortments of coffee, tea, soda, magazines, Wi-Fi, and high definition televisions. More services that they include are discount coupons, cleaning the vehicle inside and out, reviewing service history with the customer, and explaining the technical aspects of the vehicle service or if a mechanical problem is discovered. Their mission is to make sure that the customer leaves happy and in a timely fashion. The strategy that they use is to offer friendly service in a clean and professional environment to repair and maintain customers vehicles at multiple service centers. If I were to rank their competitive priorities, it would go in this order: Product quality, Service Quality, Time, Price, Flexibility, and Innovation.
#2)
Toms Auto Service focuses on eight design features through service-delivery systems and service encounters. The service delivery system designs focus on: the facility location and layout, the servicescape, the service process and job design, technology and information support systems. Location affects a customer’s travel time and is an important competitive priority in the service business. The servicescape is the physical evidence that the customer might use to form an impression. The service process and job design is the activity of developing an efficient sequence of activities to satisfy internal and external customers. Technology and information support systems are important factors in designing services to ensure speed, accuracy, customization, and flexibility. TAS also focuses on their service encounter just as much as they focus on their service-delivery system. A few of the service encounters that they concentrate