Assignment 1: Village Volvo

Q-1: Describe Village Volvos Service Package

Ans-1: Core Service Package: Quality Repair Service on Out of Warranty Volvos This Consist of Five Components: 1. 2. 3. 4. 5. Supporting Facility Facilitating Goods Information Explicate Service 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. 2. 3. 4. History of Work Information About Repaired Volvo History of Fault arise in Volvo Help Desk for Mechanics

Beside the Core Service Village Volvo provide Additional Service Like: 1. 2. 3. 4. 5. Routine Service Customer Relationship Historical Trend Cost and Time Estimation 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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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. 2. 3. 4. 5. Nature of Service: Customer Participation Relationship: High Contact with Customer Customization and Judgment: Very High Nature of Demand and Supply: Pull 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

Prepared by: Milan Padariya

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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. 2. 3. 4. 5. 6. Differentiation Through Service Excellence Integrated Virtual Call Centre Integrated Service Network Proactive offer sales service Customer Touch point Management 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. 2. 3. 4. Dimension of Service Perceived Service Quality Expected Service Perceived Service

Prepared by: Milan Padariya

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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 Indias Largest Integrated Multi Brand Auto Solution Network Services Provided By CARNATION: 1. 2. 3. 4. 5. New and Used car sales Used car exchange Car repair and service Car accessories 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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Prepared by: Milan Padariya