How can Village Volvo differentiate itself from Volvo dealers Essay

Assignment 1 liquidation VolvoQ-1 Describe Village Volvos portion PackageAns-1 affectionateness dish out Package Quality Repair help on Out of Warranty Volvos This Consist of Five ComponentsSupporting FacilityFacilitating GoodsInformationExplicate ServiceImplicit ServiceAlso Routine Service want Tune up and Oil ChangeVillage Volvo has one Unique Feature that is narrative of WorkInformation About Repaired VolvoHistory of Fault arise in VolvoHelp Desk for MechanicsBeside the Core Service Village Volvo provide Additional Service Like 1.Routine Service node RelationshipHistorical TrendCost and Time EstimationEquipped Waiting RoomQ-2 How are the typical Characteristics of a Service Firm illustrated by Village Volvo?Ans-2 Village Volvo implemented Service package which make customer Convinced and ComfortableGenerally in Service Operation way there is one Rule If you are able to make customer your side your 50% job has to be through In village Volvo there are main three distinctive thingsPrepared by Milan Padariya pageboy 1Assignment 1 Village Volvo1. Customer Comfort2. Trust3. RespectVillage Volvo Provide good service with additional service.One other good service is Management Information body in Village VolvoQ-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 confiscate answerNature of Service Customer ParticipationRelationship High Contact with CustomerCustomization and Judgment Very HighNature of Demand and add up PullMethod 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 Management2. Provide Next Service go out and have a record with Village Volvo so, it will help for daily and week ly Planning.3. Differentiate Emergency and RoutineThat is from Village VolvoAs per my knowledge Village Volvo Should use some Quality Philosophy Like 5S of Quality Management1st S Sorting2nd S Set in enouncePrepared by Milan PadariyaPage 2Assignment 1 Village Volvo3rd S Shine4th S Standardize5th S SustainThere are more three S of Quality Management6th S Safety7th S Securityeighth 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 ExcellenceIntegrated Virtual Call CentreIntegrated Service NetworkProactive offer sales serviceCustomer Touch tear ManagementSmart Service agentIt is essential to ensure consistent customer Experience across touch point which reinforce your brand and sends the centre to customer that you understand them well.OVERALL CONCLUSIONThis is all about Service Operation Management (SOM).So, whatever ever Philosophy is f or Service Operation Management which is related to Village Volvo likeDimension of ServicePerceived Service QualityExpected ServicePerceived ServicePrepared by Milan PadariyaPage 3Assignment 1 Village VolvoMainly three dimensions considered in Service Operation Management 1. ESPS Expectation no met Unsatisfactory Customer non Happy I want to add one more thingIn Village Volvo there are two Possibilities1. ES