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Village volvo case study solution

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  • 1. Assignment 1: Village VolvoQ-1: Describe Village Volvo’s Service PackageAns-1: Core Service Package: Quality Repair Service on Out of Warranty VolvosThis Consist of Five Components: 1. Supporting Facility 2. Facilitating Goods 3. Information 4. Explicate Service 5. Implicit ServiceAlso Routine Service like Tune up and Oil Change…Village Volvo has one Unique Feature that is:Customer Care Vehicle Dossier (CCVD) which Include: 1. History of Work 2. Information About Repaired Volvo 3. History of Fault arise in Volvo 4. Help Desk for MechanicsBeside the Core Service Village Volvo provide Additional Service Like: 1. Routine Service 2. Customer Relationship 3. Historical Trend 4. Cost and Time Estimation 5. Equipped Waiting RoomQ-2: How are the Distinctive Characteristics of a Service Firm illustrated byVillage Volvo?Ans-2: Village Volvo implemented Service package which make customer Convinced andComfortableGenerally in Service Operation Management there is one Rule:“If you are able to make customer your side your 50% job has to be done”In village Volvo there are main three distinctive things:Prepared by: Milan Padariya Page 1
  • 2. Assignment 1: Village Volvo 1. Customer Comfort 2. Trust 3. RespectVillage Volvo Provide good service with additional service.One other good service is Management Information System in Village Volvo…Q-3: Characterize Village Volvo in Regard to the nature of the service act, therelationship with customers, customization and judgment, the nature ofdemand and supply, and method of service delivery.Ans-3: Following is the appropriate answer 1. Nature of Service: Customer Participation 2. Relationship: High Contact with Customer 3. Customization and Judgment: Very High 4. Nature of Demand and Supply: Pull 5. Method of Service Delivery: Case Management Proactive intervention supportive serviceQ-4: How Could Village Volvo manages its back office (i.e. repair operation)like a factory.Ans-4: Village Volvo manages its back office by following ways: 1. Proper Spare Parts Management 2. Provide Next Service date and have a record with Village Volvo so, it will help for daily and weekly Planning. 3. Differentiate Emergency and RoutineThat is from Village Volvo…As per my knowledge Village Volvo Should use some Quality Philosophy Like 5S of QualityManagement1st S: Sorting2nd S: Set in OrderPrepared by: Milan Padariya Page 2
  • 3. Assignment 1: Village Volvo3rd S: Shine4th S: Standardize5th S: SustainThere are more three S of Quality Management6th S: Safety7th S: Security8th S: SatisfactionQ-5: How can Village Volvo differentiate itself from Volvo dealer?Ans-5: Village Volvo can differentiate itself from Volvo dealer from following ways: 1. Differentiation Through Service Excellence 2. Integrated Virtual Call Centre 3. Integrated Service Network 4. Proactive offer sales service 5. Customer Touch point Management 6. Smart Service agentIt is essential to ensure consistent customer Experience across touch point which reinforce yourbrand and sends the message to customer that you understand them well.OVERALL CONCLUSION:This is all about Service Operation Management (SOM).So, whatever ever Philosophy is for Service Operation Management which is related to VillageVolvo like… 1. Dimension of Service 2. Perceived Service Quality 3. Expected Service 4. Perceived ServicePrepared by: Milan Padariya Page 3
  • 4. Assignment 1: Village VolvoMainly three dimensions considered in Service Operation Management… 1. ES<PS: Expectation Exceed: Quality Service: Customer Very Happy 2. ES=PS: Expectation met: Satisfaction: Customer Happy 3. ES>PS: Expectation no met: Unsatisfactory: Customer not HappyI want to add one more thing:In Village Volvo there are two Possibilities: 1. ES<PS: Customer very happy 2. ES=PS: Customer SatisfactionINDIAN SCENARIO:CARNATION AUTOThis is promoted by former chief executive of Maruti Suzuki Jagdish Khattar to provideCustomization ServiceCARNATION: A Jagdish Khattar InitiativeIndia’s Largest Integrated Multi Brand Auto Solution NetworkServices Provided By CARNATION: 1. New and Used car sales 2. Used car exchange 3. Car repair and service 4. Car accessories 5. Car InsuranceFeatures:  4 Years  15 Multi Brand Auto Service Centers  15 Cities of India  22 Pre Owned Showrooms  11 Accessories Hubs  3.5+ Lakhs Cars Delivered  2000+ EmployeesPrepared by: Milan Padariya Page 4