1.SERVICE PACKAGE OF VV

1 Supporting Facility      a)    - Interior decoration

  Waiting room is equipped with a TV, comfortable chairs

     b)   - Architectural appropriateness

   New butler building (prefabricated metal structure) four work bays, an     office, waiting     area and storage room

     c)  - Facility layout   waiting areas provided mainly used for customer who come for a quick, routine jobs etc.

      d)  -  Shuttle service              Shuttle services  two or three times a day is being considered as

location is isolated

…

2. Facilitating  goods 

a). Consistency:

Excellent care of customers’ unique requirements

b). waiting room  equipped with a tele vision set, comfortable chairs, coffee, a soft-drink vend ing machine, magazines, and the local newspaper ,is used almost exclusively by clients who come during the "drop-in" times.

c). SelectionVariety of services all around Volvo cars

In addition Village Volvo offers quick, routine services such as tune-ups and oil changes

. ..

3. Information 

•1. Accuracy in diagnosisa)Maintaining a continuing file on each vehicle it service (Custom Care Vehicle dossier-CCVD)

  b)CCVD can help the mechanic to diagnose problems and also provides a convenient record for warranty service for an earlier repair 

2. Timely Reminder  for Routine Quick Service -owners are considering use of the CCVD as way of reminding customers that routine maintenance procedures may be due

…..

4. Explicit Service

•1. Training of service personnel a)The owners provide 22 combined years of the training and experience with the local Volvo dealer b)Respected reputation

2. ComprehensivenessVillage Volvo offers any repair service on Volvo carFor other requirements, they are well connected with other service firms where they can refer their clients to

3. AvailabilityHours : (apparently from 7am – 6pm) .

4. Personalization • Dedicated time (7to 8 am  and 5 to 6 pm)  for  heavy customers      Days available a week is not specified 

….

5.Implicit services 

Attitude of service Friendly, skilled, willing to explain the matter to customer and inform him/her about any other steps necessary whilst reparation

No steps are done without the customer’s exclusive. Worry free auto repair, time utilization during repair, high customer

service ( during contact hours & scheduled repair)

DISTINCTIVE CHARACTERISTICS OF VV

•“ If you are able to make customer your side your 50% job has to be done””  Customer Comfort

  Trust    Respect •Customer Participation in the Service Process: waiting room equipped with a

TV, comfortable chairs, coffee, a soft drink vending machine, magazines, newspaper 

•Simultaneity:  vehicle repaired only when it comes, variation in repairs/day, not only quality but other measures like customer satisfaction 

•Perishability:  capacity of Village Volvo, an hour without repair . •Intangibility: reputation of Village Volvo  •Heterogeneity:  variation of problems from vehicle to vehicle

CHARACTERIZING V V

1. Nature of Service:     a)  Customer Participation  - customer input regarding diagnosis ,     b) tangible action directed on customer possession  - Repair or replace 2. Relationship:        High Contact with Customer  (Customer engagement is High ) 3. Customization and Judgment:     Very High (as  diagnosis is different for every vehicle )     High  Customization      Medium level judgments by customer contacts 4. Nature of Demand and Supply:      Peaks demands can easily met without major delay     5. Method of Service Delivery:     Customer travels to service outlet 

BACK OFFICE MANAGEMENT OF V V

Village Volvo manages its back office by following ways: 1.Departmentalization 2. Low customer contact (almost  negligible ) 3. Division of Labor and  process Standardization  4. Reduce  Service  times 5. Proper Inventory ( Spare Parts) Management 6. Differentiate Emergency and Routine 

SERVICE DIFFERENTIATION OF V V FROM DEALERS

•Village Volvo  differentiated itself from other Volvo dealer from following ways:

1.Services of out of warranty Volvo at reasonable cost .

2. Service Outlet ambiance. 2. Custom Care Vehicle dossier-CCVD 3. Alternate  transport for customers

(shuttle services ) 4. Personalized services 5. Recycling of used parts  6. Helping customers in better maintaining

their vehicles. •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.

Indian Scenario

THANKS