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Service Management: Operations, Strategy, Information Technology 8th Edition by James Fitzsimmons,Mona Fitzsimmons,Sanjeev Bordoloi
Edition 8ISBN: 978-1259010651Service Management: Operations, Strategy, Information Technology 8th Edition by James Fitzsimmons,Mona Fitzsimmons,Sanjeev Bordoloi
Edition 8ISBN: 978-1259010651 Exercise 1
Describe Village Volvo's service package.
Explanation
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Service packages comes in various dimensions and environments. A service package refers to a cluster of products and services along with the relevant information useful for the customers in a particular environment.
There are innumerable service providers globally and the service providers market themselves with respect to the service packages they adhere to. Describing a service package refers to analyzing the services and products of the service provider with respect to the predetermined characteristics and any additional features possessed by the provider.
In the Village Volvo case study the following are observed as the service package attributes.
1. Supporting Facility: The supporting facility would enhance the image of the service provider and attract more customers. In this case the Village Volvo is equipped with a new Butler building, which would be a good ambience for the customers. An office and four work bays, waiting area for the customers and a spacious storage room.
2. Facilitating Goods: The customers bring in cars for repair or service and these are facilitating goods of the Village Volvo. The quality of the service is claimed to be good and the customer satisfaction is given more priority.
3. Information: The Village Volvo follows a systematic procedure in collecting and storing information about the cars that come for the service and the work they have done on the cars. This would help the employees to have a track on the history of the work done on the vehicles and the possible issues that may arise in future and inform the customers about this well in advance. They have named this system as CCVD or Custom care vehicle dossier.
4. Explicit Services: The manager of the Village Volvo pulls out time to involve in conversation with the customers about the quality of services and the suggestions. This would help in improving the customer relationship. Fixing the cars with a quality in service there by satisfying the customers, these can be counted as the explicit services of the firm.
5. Implicit Services: The implicit services includes being socially responsible by recycling the old and worn out parts of the car instead of dumbing it in the trash and the repair services they provide with out any hassle, which make the customers satisfied.
The other features of the service package includes:
• Regular services like oil change and tune up.
• Customer relationship.
• Estimation of cost and time duration before staring the work to check if the customers are comfortable with it.
• Help desk comprising of experienced mechanics.
There are innumerable service providers globally and the service providers market themselves with respect to the service packages they adhere to. Describing a service package refers to analyzing the services and products of the service provider with respect to the predetermined characteristics and any additional features possessed by the provider.
In the Village Volvo case study the following are observed as the service package attributes.
1. Supporting Facility: The supporting facility would enhance the image of the service provider and attract more customers. In this case the Village Volvo is equipped with a new Butler building, which would be a good ambience for the customers. An office and four work bays, waiting area for the customers and a spacious storage room.
2. Facilitating Goods: The customers bring in cars for repair or service and these are facilitating goods of the Village Volvo. The quality of the service is claimed to be good and the customer satisfaction is given more priority.
3. Information: The Village Volvo follows a systematic procedure in collecting and storing information about the cars that come for the service and the work they have done on the cars. This would help the employees to have a track on the history of the work done on the vehicles and the possible issues that may arise in future and inform the customers about this well in advance. They have named this system as CCVD or Custom care vehicle dossier.
4. Explicit Services: The manager of the Village Volvo pulls out time to involve in conversation with the customers about the quality of services and the suggestions. This would help in improving the customer relationship. Fixing the cars with a quality in service there by satisfying the customers, these can be counted as the explicit services of the firm.
5. Implicit Services: The implicit services includes being socially responsible by recycling the old and worn out parts of the car instead of dumbing it in the trash and the repair services they provide with out any hassle, which make the customers satisfied.
The other features of the service package includes:
• Regular services like oil change and tune up.
• Customer relationship.
• Estimation of cost and time duration before staring the work to check if the customers are comfortable with it.
• Help desk comprising of experienced mechanics.
Service Management: Operations, Strategy, Information Technology 8th Edition by James Fitzsimmons,Mona Fitzsimmons,Sanjeev Bordoloi
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