Darren Walker owns Walker Auto Sales and Service (WAAS), a full-service car dealership. Through customer surveys, he has identified key customer expectations for sales, service, and the overall customer experience. To improve service and customer satisfaction, Darren wants to adopt a more systematic strategy and become the dealer of choice in his market. He should consider total quality principles and focus on continuously improving processes to meet evolving customer needs and expectations. Key plans of action include analyzing top products/services, developing employee teams focused on the customer experience, and taking a process approach to understand synergies and drive improvement.
Darren Walker owns Walker Auto Sales and Service (WAAS), a full-service car dealership. Through customer surveys, he has identified key customer expectations for sales, service, and the overall customer experience. To improve service and customer satisfaction, Darren wants to adopt a more systematic strategy and become the dealer of choice in his market. He should consider total quality principles and focus on continuously improving processes to meet evolving customer needs and expectations. Key plans of action include analyzing top products/services, developing employee teams focused on the customer experience, and taking a process approach to understand synergies and drive improvement.
Darren Walker owns Walker Auto Sales and Service (WAAS), a full-service car dealership. Through customer surveys, he has identified key customer expectations for sales, service, and the overall customer experience. To improve service and customer satisfaction, Darren wants to adopt a more systematic strategy and become the dealer of choice in his market. He should consider total quality principles and focus on continuously improving processes to meet evolving customer needs and expectations. Key plans of action include analyzing top products/services, developing employee teams focused on the customer experience, and taking a process approach to understand synergies and drive improvement.
Walker Auto Sales and Service (WAAS) is a full-service distributor for a national car brand. In essence, WASS provides three main services: sales of new cars, sales of used cars and repair service and maintenance. Due to the competitive nature of the market, the owner of the company, Darren Walker, wishes to adopt a more systematic strategy to improve the service and provide a high level customer satisfaction. Through surveys, focus groups, and analysis of data and information about complaints, he has identified some important requirements for these services. Customers expect a favorable impression when are at the dealer, a wide variety of vehicles and options to evaluate, available sales staff, being greeted immediately and the feeling of comfort without pressure. They also expect a courteous salesperson, with knowledge in automobiles, respectful of their time and who fulfills his/her promises. On the repair and maintenance service, customers want to count with an explanation about the work to be done, to be aware of any additional work required and that all work be reviewed until its completion. They want precise time estimates and good communications with the service department. Providers play an important role in the business and the whole chain of evaluation. The dealer needs quality parts, product availability, on-time delivery and fair prices. WASS also receives corporate support for employees benefit and certain training programs, information technology planning and development on the intranet and internet, marketing and advertising and guidance on strategic planning. WASS faces growing competition on skills of qualified employees, and customers changing demographics that are leading to a growing demand, and tougher competition from new foreign distributors that are re-locating in their market area. Darren recognizes the need "to become a distributor of choice" in his market. Based on the principles of total quality and infrastructure analyzed in chapter 1 and the unique nature of services described in chapter 2, explain some of the issues that Darren should consider to achieve his vision. Develop a list of plans of action that he must consider. Nombre: Maritha Tambini De la Pea
- Darren must keep in mind that the TQ focuses on customers and
shareholders , the first thing to do is to see and analyze the need for consumers to ask , you have to choose which with the most lost market products and special attention being put on them. It must improve processes that include the best selling products and services more orders.
- It should be understood that to achieve the objectives of the
company needs everyone within the organization to participate , you need a job well developed team , each employee also undertakes to conduct its activities in the best way. Darren service offers , there is a lot of contact with consumers is needed so that employees have a friendly and respectful towards people treatment.
- In any organization, the person who best understands your work and how to improve the product and the process is performing it.
- TQ focuses on customer-supplier relationships and encourages the
participation of the entire workforce in solving problems of the systems, especially those that cross functional boundaries.
- It needs continuous improvement to all areas that are involved in the
process, improve together. The objectives of response time , quality and productivity should be considered together.
- It takes a process approach because it supports continuous
improvement efforts helping to understand the synergies and to recognize the true source of the problems .
Pilar Company Bank Reconciliation Statement SEPTEMBER 30, 2020 Balance Per Bank Statement Add: Deposit in Transit Receipts Not Yet Deposited Total: P139,314.20 Deduct: Outstanding Checks