Question 1Q ) Q. 1 ) Describe Village Volvo’s service bundle. g P g Service bundle: Bundle of goods and services that is provided in some environment. E. g. atmosphere along with repast in any eating house. eating house
Solution
Service installation: New butler building- 4 work bays. an office. waiting country. storage room. mechanics Facilitating goods: replacing car parts Information: agenda assignments. Customer attention Vehicle Dossier ( CCVD ) – Continuing file for each vehicle Explicit services: quality fix on out of guarantee Volvos at a sensible cost. guarantee service Implicit services: worry free car fix. clip utilization P Y P. during fix. high client service ( during contact hours & A ; scheduled fix )
Question 2How are the typical features of a service house illustrated by Village Volvo?
SolutionCustomer engagement in the service procedure: waiting room equipped with a Television. comfy chairs. java. a soft drink peddling machine. magazines. newspaper Simultaneity: vehicle repaired merely when it comes. fluctuation in repairs/day. non merely quality but other steps like client satisfaction Perishability: capacity of Village Volvo. an hr without fix Intangibility: repute of Village Volvo Heterogeneity: fluctuation of jobs from vehicle to vehicle
Question 3Characterize Village Volvo in respect to the nature of the service act. the relationship with clients. customization and judgement. the nature of demand and supply. and th method of service bringing vitamin D cubic decimeter d the Thursday vitamin D degree Fahrenheit I d Li
SolutionNature of Service ActPeoples Tangible actions Services Directed at people’s organic structures Things Services vitamin D S directed at goods d vitamin D and other physical ownerships Services directed at intangible assets
Intangible Servicess directed at people’s actions mind
SolutionRelationship with the clients pMembership relationship Continuous bringing of service Discrete dealing Village Volvo No formal relationship
SolutionExten to which custome contact personne National Trust H er EL exerc cise judgm ment in meeting in ndividual custo omer necessitate Dss
Customization and Judgment J gExtent to which service features are customized HIGH LOW
High
Village Volvo
Low
SolutionExte to wh ent hich swallow pply is co onstrained
Nature of demand and supply pp YExtent of demand fluctuations over clipWIDEPeak demand can be met w/o major hold Peak demand on a regular basis exceeds capacity
Narrow Village Volvo
SolutionMethod of Service bringing YNatu of int ure teraction betwe N een client & A ; service organiz zation
Availability of service mercantile establishmentsSingle SiteCustomer travel to service house Service supplier travels to client Transaction is at arm s arm’s length
Multiple Site
Village Volvo
Question 4How could Village Volvo manage it’s back office g g ( i. e. fix operations ) like a mill?
SolutionFor smooth demand:Using reserve or assignment Use monetary value inducements ( warranty service )
About fi vitamin D no. of mechanics Al t fixed f H one Inventory – Customer waiting Inspection – T T vitamin D I I ti test thrust
Question 5How can Village Volvo distinguish itself from g Volvo traders?
SolutionBy mending out of warranty Volvos Reasonable monetary value P Custom auto attentionservice ( specific clip each hebdomad. agenda assignment ) Short trial thrust with the client at the clip of assignment Custom Care Vehicle Dossier: Continuing file on each vehicle Warranty service Preliminary diagnosing: estimation of cost & A ; clip
SolutionAdvise client of unexpected job and costs Well equipped waiting room for clients Few hours dedicated for merely client contact During fix. note on job that might come in the futurecustomer & A ; CCVD All worn out replaced parts kept for client review Car interior is vacuumed after fix Recycle used p Y parts & A ; waste P merchandises Volvo decorations
