Question 1: Describe Village Volvo.

1. History, because of their 22 combined years of training and experience. The

former and the local Volvo dealer have earned a respect reputation.
2. Nature of business, warranty car repair service.
3. Services offered,
- Primary service: Car repair.
- Secondary service: tuning, recycling.
4. Service package
a. Supporting facility: repair service, occupies a new Butler building in addition to
office and etc.
b. Facility goods: village Volvo offered a television set, comfortable chairs, and
local newspaper for people who are waiting.
c. Information: The client and the mechanic who will be working on the vehicle
discuss the problems.
d. Explicit service: comprehensiveness. Availability: Village Volvo sees to it that
mechanics do no repairs between 7.8am and 5.6pm.
e. Implicit service: attitude, the comforts of the waiting area. The convenience of
the service offered.
Question 2: Distinctive characteristics of Village Volvo
a. Simultaneity: the mechanic may take a short test drive with the client to be
certain that both understand the area of concern.
They are coexisting in the same space and the same time.
b. Perish ability: The facility is used exclusively by clients who come during the
drop-in time for quick. Cannot inventory.
c. Intangibility: throughout the repair process to keep the car clean and the
inside is vacuumed as a courtesy before pickup. The service which cannot
touch.
d. Heterogeneity: the waiting room is equipped with a television set, comfortable
chairs, coffee, magazines, and the local newspaper. CCVD help the mechanic
to diagnose problems. Service variability and uncertainty.

Question 3: Characterize Village Volvo (nature of the service act).

Nature of service act

Village Volvo

Tangible actions

Make an independent
service.
Coffee, a sfot-drink,
vending machine.
A shuttle service.
A television set,
comfortable chairs,
magazine, local
newspaper

Intangible actions
Nature of the service act

Relationship with customers

Things

Extent to which
personnel
Exercise judgment in
meeting
Customer needs
High

Nature of the service

deliveryLow

Continuous delivery of
service

High

The mechanic has

made a preliminary
diagnosis.
The service
management gives
an estimate of the
cost and the
approximate time.
Customer relationship

Low

No formal relationship

The service manager is

contract between
mechanic and
customer.
Remind postcard to the
owner

Discrete transactions

Customization and judgment

Extent to which supply

is constrained

Peak demand regularly

exceeds capacity

Wide

Coming during the

drop-in times.
No repairs
sometimes

Peak demand regularly

exceeds capacity

Nature of demand and supply

Narrow

Nature of interaction
between customer and
service organization

Single site

Service provider travels

customer

Multiple site

Set aside specific times each

week.
Use CCVD.
Put in a clean box inside the
car.
Their responsibility extending
beyond immediate service.

Peak demand regularly

exceeds capacity
Method of service delivery

Question 4: Methods to manage back office operation

1. Improve efficiency and effect
a. Collect information, new technology

b. Focus on innovation
2. Communication
a. Consult what the customer need.
b. Collect customer information, establish customer file; keep in touch with
telephone, e-mail and make follow-up service.
Example: CCVD
3. Effective leadership skills
a. HRM: attention the need for human talent
b. Make policy
4. ERD
a. Establish god network information sharing.
b. SCM, make a suitable supply chain management to optimize enterprise
resources.
Difference between Village Volvo and Volvo Dealers
1. Cost
Village Volvo
- A one-time fixed price.
- Prices are also reasonable.
Volvo Dealers
- Perhaps it would be relatively high prices, or a predetermined price and the
price is not the same as the final payment.
2. Record
Village Volvo
- Village Volvo maintains a continuing file on each vehicle it service.
- It will remind the customer may be due to the problems prior to relapse
again.
Volvo Dealers
- May be not very detailed.
3. Communication with clients
Village Volvo
- Customer and the companys bosses have exchanges.
Volvo Dealers
- Mechanic will have to solve the customer cars problems.
4. Transportations
Village Volvo
- No provisions for alternate transportation for customer. However, they are
considering.
Volvo Dealers
- Easy to find.
5. Time
Village Volvo
- The owner-mechanics do no repairs between 7 and 8AM and 5 and 6PM.
Volvo Dealers
- Every time is ok. May be there is no time-frame.
6. Mini course
7. Village Volvo

On Saturday morning each month to teach clients.

Volvo Dealers
May be dont have the mini course.