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Gase Study: Sullivan's Auto World
Provide a reportf or Carol Sullivan-Diazo n how she might improvet he
position of the organisation. Your analysls can include both short and
medium-term policies. You shourld use service encounter and recovery,
process( includingb lueprint)s, eryiceq ualitya nd services trategyc oncepts.
Analysiss hould be restrictedt o the nrateriali n the case.
-fhe
report work
should include both analysis and a series of recommendationst,h e
代写留学生作业recommendationcsa n includeb othc hangest o be made recommendationtos
keepp artso f the organisatiounn changed.Y ou mightf ind it usefult o treatt he
salesa nd serviced epartmenst eparatelyt,h isw ille nabley out o evaluateth em
differentlyw hen requiredb y the differentf unctionsb ut also enable you to
comparet he two departmentws herer elevantto strengthenth e analysis.
-l-he
recommendationss hould be prioritiseda nd give where relevant an
approximatein dicationo f the timet heyw ouldt o taket o irnplement
Your assignmensth ouldc riticallya ppraiseth e followinga reas:
. servicee ncountera nd customers atisfaction
. measuremenot f customers atisfaction
. a flow chart for servicing
. serviceq uality
o servicer ecoveryu singt he angrys howroomc ustomera s an exarnple
. services trategyfo r the organisation
YourA ssignmenst houldb e presenteda s WrittenR eport
Word Limit 25AA Words
Sullivan's Auto World
Viewedf romW ilsonA venue,t he dealersl'ripr esenteda festives ight.
Stringso f triangulapr ennantsin red,w hite,a nd bluef lutteredg ailyi n the late
afternoonb reeze.R owso f new modelc arsg leameda ndw inkedi n the
sunlightG. eraniumsg racedt he flowerbedso utsidet he showroome ntranceA.
huger otatings igna t the cornero f WilsonA venuea nd Route2 3 sportedt he
Fordl ogoa nd identifietdh e businessa s Sullivan'sA utoW orld.B annersb elow
urged "Let's Make a Deal!"
Insidet he handsomeh, iglrc eilingeds howroomt,h reeo f the new model
Fordsw ereo n display- a dark-blues tationw agon,a red convertiblea,n d a
whiteT hunderbirdE. achw as polishedto a highs heen.T wo groupso f
customersw erec hattingw iths alespeoplea,n d a middle-agemd an sat in the
driver'ss eato f the convertibles, tudyingth e controls.
Upstairsin the comfortablfyu rnishedg eneralm anager'so ffice,C arol
Sufifv an-Diafzi nishedr unninga nothers preadsheeatn alysiso n the computer.
Shef eltt ireda ndd epressedH. erfatherW, alterS ullivanh, add iedf ourweeks
earlier at the age of 56 of a sudden heart attack. As executor of his estate, the
bankh ada skedh erto temporarilay ssumet he positiono f generaml anagero f
the dealershipT.h e onlyv isiblec hangesth ats he hadm adet o herf ather's
officew erei nstallingth e computear nd printer,b uts he hadb eenv ery busy
analyzintgh e currenpt ositiono f the business.
Sullivan-Diazdindo t liket he looko f the numberso n the printoutA. uto
World'sf inanciasl ituationh ad beend eterioratinfgo r 1Bm onthsa, nd it had
beenr unningi n the redf orthe first halfo f the currenty ear.l \ew car salesh ad
declinedr,e l'lectinhgi ghi nteresrt atesa nda turndownin the regional
economyM. arginsh adb eens queezedb y promotionas ndo there ffortst o
moven ew carso ff the lot. Industryfo recastso f futures alesw ere
discouraginga,n d so wereh ero wnf inanciapl rojectionfso rAutoW orld'ss ales
departmentS. eruicer evenuesw, hichw e