7/28/2019 Assignment 1 (SOM ) PDF

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Assignment 1: Village Volvo

Prepared by: Milan Padariya Page 1

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. Supporting Facility2. Facilitating Goods3. Information4. Explicate Service5. 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. History of Work2. Information About Repaired Volvo3. History of Fault arise in Volvo4. Help Desk for Mechanics

Beside the Core Service Village Volvo provide Additional Service Like:

1.

Routine Service2. Customer Relationship3. Historical Trend4. Cost and Time Estimation5. 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:

Ifyou 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

Prepared by: Milan Padariya Page 3

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. Differentiation Through Service Excellence2. Integrated Virtual Call Centre3. Integrated Service Network4. Proactive offer sales service5. Customer Touch point Management6. 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. Dimension of Service2. Perceived Service Quality3. Expected Service4. Perceived Service

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Assignment 1: Village Volvo

Prepared by: Milan Padariya Page 4

Mainly three dimensions considered in Service Operation Management

1. ESPS: Expectation no met: Unsatisfactory: Customer not Happy

I want to add one more thing:

In Village Volvo there are two Possibilities:

1. ES