Village Volvo provides several service packages including core repair services and additional routine maintenance services. They aim to make customers feel convinced, comfortable, and trusted through high quality services and a customer-focused environment. Village Volvo also aims to differentiate itself from other dealers through service excellence, integrated call centers, proactive after sales service, and touchpoint management to ensure a consistent customer experience.

2. Village Volvo’s service package
• Core - Quality repair service on out of
warranty Volvos.
• Additional - Routine Service, Customer
Relationship, Historical trend, cost & time
estimation, equipped waiting room,

3. Distinctive characteristic of a
service firm illustrate by VV
• Village Volvo implemented Service package , which make
customer convinced & comfortable.
• In the service management if you are able to make customer
your side, your 50% job have to be done.
• The mission of the Village Automotive Group is to profit from
the sale of automobiles, parts and service. We will achieve this
by creating an environment for our customers of comfort, trust
and respect.

4. Characteristic of VV
• Nature of service - Customer participation
• Relationship - High Contact
• Customization & Judgment - Very High
• Nature of Demand & Supply - Pull
• Method of service delivery - Case
management, Protective intervention, Supportive
services.

5. VV can manage its Back Office
• Proper spare parts management
• Provide next service date & have a record with VV also, so it will help for
daily or weekly planning
• Differentiate emergency & routine services, have an emergency team ever

6. VV differentiation from Volvo Dealer
• Differentiation through service excellence
• Integrated virtual call centre
• Integrated service networks
• Proactive after sales service
• Customer touch-point management
• Smart service agents
It’s essential to ensure a consistent customer experience across . . . touch points, which
reinforces your brand and sends the message to customers that you understand them
well.
Source - http://www.google.co.in/search?q=differentiation+in+services&ie=utf-8&oe=utf-
8&aq=t&rls=org.mozilla:en-GB:official&client=firefox-a

7. Indian Scenario
• Carnation Auto , promoted by the former chief
executive of Maruti Suzuki, Jagdish Khattar, to
provide car customisation services

8. India’s automotive industry is one of the key drivers of the country’s economy. At an estimated
size of USD 38 billion, it accounts for close to 5 percent of India’s GDP.1 Over the past 5 years
(2002-03 to 2007-08), the industry has seen strong overall growth of 11.5 percent
feedback from industry players indicates that most customers do not depend on the
authorized service network for vehicles beyond about 7 years of age, but switch to local
garages. Given the sizeable vehicle population in this category, it is evident that automotive
servicing in India is still largely unorganized. Estimates put the share of authorized service
outlets at around 50 percent
Ten years ago, customers used to be willing to come to our office and wait for
long to meet a service engineer. Today they expect us to go and attend to them at
their premises, at their convenience
Source - http://www.in.kpmg.com/TL_Files/Pictures/SkillGaps_Auto08_low.pdf

9. Indian Automotive Service Sector
Source - http://www.in.kpmg.com/TL_Files/Pictures/SkillGaps_Auto08_low.pdf