1. Assignment 1: Village Volvo
Q-1: Describe Village Volvo’s Service Package
Ans-1: Core Service Package: Quality Repair Service on Out of Warranty Volvos
This Consist of Five Components:
1. Supporting Facility
2. Facilitating Goods
3. Information
4. Explicate Service
5. Implicit Service
Also 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 Mechanics
Beside 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 Room
Q-2: How are the Distinctive Characteristics of a Service Firm illustrated by
Village Volvo?
Ans-2: Village Volvo implemented Service package which make customer Convinced and
Comfortable
Generally 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:
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2. Assignment 1: Village Volvo
1. Customer Comfort
2. Trust
3. Respect
Village 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, the
relationship with customers, customization and judgment, the nature of
demand 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 service
Q-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 Routine
That is from Village Volvo…
As per my knowledge Village Volvo Should use some Quality Philosophy Like 5S of Quality
Management
1st S: Sorting
2nd S: Set in Order
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3. Assignment 1: Village Volvo
3rd S: Shine
4th S: Standardize
5th S: Sustain
There are more three S of Quality Management
6th S: Safety
7th S: Security
8th S: Satisfaction
Q-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 agent
It is essential to ensure consistent customer Experience across touch point which reinforce your
brand 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 Village
Volvo like…
1. Dimension of Service
2. Perceived Service Quality
3. Expected Service
4. Perceived Service
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4. Assignment 1: Village Volvo
Mainly 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 Happy
I want to add one more thing:
In Village Volvo there are two Possibilities:
1. ES<PS: Customer very happy
2. ES=PS: Customer Satisfaction
INDIAN SCENARIO:
CARNATION AUTO
This is promoted by former chief executive of Maruti Suzuki Jagdish Khattar to provide
Customization Service
CARNATION: A Jagdish Khattar Initiative
India’s Largest Integrated Multi Brand Auto Solution Network
Services Provided By CARNATION:
1. New and Used car sales
2. Used car exchange
3. Car repair and service
4. Car accessories
5. Car Insurance
Features:
 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+ Employees
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