Professional Documents
Culture Documents
Village Volvo
0 Under Consideration:
0 Shuttle service is being considered
0 Considering to offer a minicourse to help
customers to attain their 200000 miles
Volvo Medals
0
Village Volvo’s Service
Package
•Building with 4 work bays, Office, Storage Room
Supporting Facility
•Waiting Area – Television set, chairs , vending
machine, magazines, local newspaper
•Repair tools and equipment
5
Village Volvo’s Service
Package Contd…
Explicit Service
•Smooth running automobile post service
•Clean car
Heterogeneity
..... Different vehicles, Different personnel – Customized Approach
7
Characteristics of a Service
Firm – Nature of the service
Act Direct recipient of the service
People Things
Tangible
Nature of Service Act
Intangible
actions INFORMATION & DISCUSSION
Relationship with Customers
Type of relationship between organization and its customer
Membership relation No formal relationship
Nature of Service delivery
Continuous
CCVD INFORMATION
Discrete DATABASE
Transaction REMINDER
POSTCARD
2,00,000 MILES
MEDAL
Customization & Judgment in
Service
Extent to which service characteristics are
Extent to which customer contact personnel exercise
customized
Judgement in meeting individual customer needs
High Low
CUSTOMIZED REPAIR
High INTERACTION WITH SERVICE
MANAGER
Low
Nature of Demand and Supply
Extent of demand fluctuations over time
Wide Narrow
Extent to which supply is constrained
Peak demand
Can usually be REPAIR WORKS ROUTINE MAINTENANCE
Met without
Major delay
Peak demand
usually exceeds
capacity
Method of Service Delivery
Availability of service outlet
Single site Multiple site
Customer and service organisation
Nature of interaction between
Customer travels
To service firm VILLAGE VOLVO
Service provider
Travels to
customer
Transaction is
At arm’s length
back office operations (as a
factory)
0 Routine Maintenance
0 ‘line flow’
0 Standardized services
0 Repair Work
0 Creation of departments/allocation of work
bays for specific maintenance works
(Engine, Transmission, electronics)
0 Introduction of job sheets for fault registering
ease.
0 Standardize processes and Mechanics should
be trained to follow the standard
procedures for common faults and issues.
Differentiating From Volvo
Dealers
0 Reasonable cost
0 High customization of service
0 Pick-up & delivery service
0 Networking with other vendors and dealers
0 Focus on creating a memorable personal
experience for customers
0 Try to assign same service manager to the
same customer each time
0
0