In Regards

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. 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:

Prepared by: Milan Padariya Page 1

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...