PATTERSON AUTO SALES AND SERVICE Chapter 1: Introduction to Quality and Performa

Question

PATTERSON AUTO SALES AND SERVICE Chapter 1: Introduction to Quality and Performance E xcellence 45 necessary work, and have all work reviewed upon com- tterson Auto Sales and Service (PASS) is a full service or domestic automobile brand that pletion. Theý want good time estimates and communi- cations with the service department. rovides three main services: new car sales, used car uppliers play an important role in the busines and the entire value chain. The dealership needs sales, and repair and maintenance service. Because oftimelyelivery, and fair prices. PASS also receives quality parts, product availability when needed the competitive nature of the market, the firm's owner, Bill Patterson, wants to take a more systematic and providing a high corporate support for its employee certain training programs, i planning and intranet/Internet development, market benefits an approach to improving service information technology sfaction. Through surveys, focus ing and advertising, and strategic planning direc- groups, and analysis of complaint data and informa- tion. PASS is facing increasing competition tor tion, he identified some important requirements for skilled employee talent, changing customer demo- these services. Customers expect a favorable impression graphics that are leading to growing demand, and when they arrive at the dealership-a wide range of more competition as a result of new foreign dealer- vehicles and options to evaluate, available salespeople, ships that are locating in its market area. Bil recog nizes the need to "become the dealership of choice be greeted promptly, and feel comfortable and n sured. They also expect salespersons to be courteous, in its market. knowledgeable about the cars, respect their time, and honor verbal promises. For repair and maintenance ser vice, customers want to have the work explained appropriately, be fully informed of any additional action plans that he might consider. ot pres- Drawing upon the principles of TQ and the unique nature of services, describe some of the issues that Bill must consider in achieving his vision. Develop a list of Evidence from Firms That Have Won Quality Awards," Management Science, Vol. 43, No. 9, Endnotes lrogram 2008 Award

Explanation / Answer

All the quality management principles must be taken care by Bill along with that he must give a consideration to the various implication in the business. In fact, he must notice the difference between the service and manufacturing sector:-

In order to develop the action plans, Bill should mainly focus on developing the tailor-made system keeping the main focus on the different requirements of the customers. Development of suitable infrastructure is quite important along with the various service practices and tools to promote his visions. For example, there will be the difference in the needs of the car buyers and those customers who are coming for the car servicing. For car buyers, the main focus will be on obtaining the wide range of vehicles and good alternatives to provide a good range for evaluation, accessing the salespersons, prompt greeting and for reaching the buying decisions, no pressure should be exerted on the customers. In order to create the required infrastructure, leadership and strategic leadership must be implemented by Bill. As the higher level of courteous behavior is expected from the sales persons along with the better knowledge about cars, respecting the time of the customers and to respect the verbal promises, therefore Bill should hire the courteous salespersons and the proper training should be given in the field of CRM, development of better processes and improvement of the system with the help of information and knowledge management.

When it comes to repair and maintenance, the customer expects that the required work to be done on vehicles must be communicated clearly, proper information related to any additional work to be performed, and reviewing the work on completion. The time estimation is important and promotes communication is desirable. Thus not only technical proficiency but being customer focused, and understand and support the need for continuous improvement through information and knowledge management is required from the service staff.

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