Village Volvo
Case study Village Volvo
1. Describe Village Volvo’s Service Package
• Supporting Facility
1. Location
Suburban location –problem: when customer bring and leave their car for reparation, they might have problems to get back to town.
2. Interior decoration
Waiting room is equipped with a TV, comfortable chairs
3. Supporting equipment?
Not specified
4. Architectural appropriateness?
New butler building (prefabricated metal structure) four work bays, an office, waiting area and storage room
5. Facility layout
-waiting areas provided mainly used for customer who come for a quick, routine jobs etc
• Facilitating goods
1. Consistency:
Excellent care of customers’ unique requirements
2. Quantity?
3. Selection
Variety of services all around Volvo cars
In addition Village Volvo offers quick, routine services such as tune-ups and oil changes
• Information
1. Accurate
Maintaining a continuing file on each vehicle it service (Custom Care Vehicle dossier-CCVD
2. Timely
-owners are considering use of the CCVD as way of reminding customers that routine maintenance procedures may be due
3. Useful
CCVD can help the mechanic to diagnose problems and also provides a convenient record for warranty service for an earlier repair
• Explicit Service
1. Training of service personnel
The owners provide 22 combined years of the training and experience with the local Volvo dealer
Respected reputation
2. Comprehensiveness
Village Volvo offers any repair service on Volvo car
For other requirements, they are well connected with other service firms where they can refer their clients to
3. Consistency?
4. Availability
Days available a week is not specified
Hours : (apparently from 7am – 6pm)
• Implicit service
1. Attitude of service
Friendly, skilled, willing to explain the matter to customer and inform him/her about any other steps necessary whilst reparation
No steps are done without the customer’s exclusive
1. Describe Village Volvo’s Service Package
• Supporting Facility
1. Location
Suburban location –problem: when customer bring and leave their car for reparation, they might have problems to get back to town.
2. Interior decoration
Waiting room is equipped with a TV, comfortable chairs
3. Supporting equipment?
Not specified
4. Architectural appropriateness?
New butler building (prefabricated metal structure) four work bays, an office, waiting area and storage room
5. Facility layout
-waiting areas provided mainly used for customer who come for a quick, routine jobs etc
• Facilitating goods
1. Consistency:
Excellent care of customers’ unique requirements
2. Quantity?
3. Selection
Variety of services all around Volvo cars
In addition Village Volvo offers quick, routine services such as tune-ups and oil changes
• Information
1. Accurate
Maintaining a continuing file on each vehicle it service (Custom Care Vehicle dossier-CCVD
2. Timely
-owners are considering use of the CCVD as way of reminding customers that routine maintenance procedures may be due
3. Useful
CCVD can help the mechanic to diagnose problems and also provides a convenient record for warranty service for an earlier repair
• Explicit Service
1. Training of service personnel
The owners provide 22 combined years of the training and experience with the local Volvo dealer
Respected reputation
2. Comprehensiveness
Village Volvo offers any repair service on Volvo car
For other requirements, they are well connected with other service firms where they can refer their clients to
3. Consistency?
4. Availability
Days available a week is not specified
Hours : (apparently from 7am – 6pm)
• Implicit service
1. Attitude of service
Friendly, skilled, willing to explain the matter to customer and inform him/her about any other steps necessary whilst reparation
No steps are done without the customer’s exclusive