Assignment 1: Village Volvo

Q-1: Describe Village Volvo’s Service Package

Ans-1: Core Service Package: Quality Repair Service on Out of Warranty Volvos This

Consist of Five Components:

1. Supporting Facility
2. Facilitating Goods
3. Information
4. Explicate Service
5. 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 Work
2. Information About Repaired Volvo
3. History of Fault arise in Volvo
4. Help Desk for Mechanics

Beside the Core Service Village Volvo provide Additional Service Like:

1. Routine Service
2. Customer Relationship
3. Historical Trend
4. Cost and Time Estimation
5. 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:

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 Assignment 1: Village Volvo
“If you are able to make customer your side your 50% job has to be done”

In village Volvo there are main three distinctive things:

1. Customer Comfort
2. Trust
3. Respect

Village Volvo Provide good service with additional service.

One other good service is Management Information System in Village Volvo…

Q-3: Characterize Village Volvo in Regard to the nature of the service act, the
relationship with customers, customization and judgment, the nature of
demand and supply, and method of service delivery.
Ans-3: Following is the appropriate answer

1. Nature of Service: Customer Participation

2. Relationship: High Contact with Customer
3. Customization and Judgment: Very High
4. Nature of Demand and Supply: Pull
5. Method of Service Delivery: Case Management Proactive intervention supportive service

Q-4: How Could Village Volvo manages its back office (i.e. repair operation)
like a factory.
Ans-4: Village Volvo manages its back office by following ways:

1. Proper Spare Parts Management

2. Provide Next Service date and have a record with Village Volvo so, it will help for daily
and weekly Planning.
3. Differentiate Emergency and Routine

That is from Village Volvo…

As per my knowledge Village Volvo Should use some Quality Philosophy Like 5S of Quality
Management

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 Assignment 1: Village Volvo
1st S: Sorting

2nd S: Set in Order

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 Excellence

2. Integrated Virtual Call Centre
3. Integrated Service Network
4. Proactive offer sales service
5. Customer Touch point Management
6. 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…

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 Assignment 1: Village Volvo
1. Dimension of Service
2. Perceived Service Quality
3. Expected Service
4. Perceived Service

Mainly three dimensions considered in Service Operation Management…

1. ES<PS: Expectation Exceed: Quality Service: Customer Very Happy

2. ES=PS: Expectation met: Satisfaction: Customer Happy
3. ES>PS: Expectation no met: Unsatisfactory: Customer not Happy

I want to add one more thing:

In Village Volvo there are two Possibilities:

1. ES<PS: Customer very happy

2. ES=PS: Customer Satisfaction

INDIAN SCENARIO:
CARNATION AUTO

This is promoted by former chief executive of Maruti Suzuki Jagdish Khattar to provide
Customization Service

CARNATION: A Jagdish Khattar Initiative

India’s Largest Integrated Multi Brand Auto Solution Network Services

Provided By CARNATION:

1. New and Used car sales

2. Used car exchange
3. Car repair and service
4. Car accessories
5. Car Insurance

Features:

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 Assignment 1: Village Volvo
 4 Years
 15 Multi Brand Auto Service Centers
 15 Cities of India
 22 Pre Owned Showrooms  11 Accessories Hubs
 3.5+ Lakhs Cars Delivered
 2000+ Employees

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