1.Consumer Reports, the service that reports unbiased testing and ratings on cars (together with about everything else we buy), recommends avoiding new cars in their first year of production, especially those loaded with new technology. What can Tesla do to refute this recommendation?
To refute the recommendations from consumer reports, Tesla can take specific actions to alleviate concerns. One crucial step is to thoroughly examine the design of their cars and conduct extensive testing to ensure the feasibility and viability of each model before giving it the green light for production.
One advantage of Tesla is its ability to rectify issues without physically modifying the vehicles. They can make necessary changes and improvements through convenient software updates. This advantage is a powerful tool for Tesla to refute the perceived risk of purchasing a first-generation car.
One major problem that arose with the Tesla Model X was the malfunctioning of the Falcon doors. This was a significant issue that couldn't be quickly resolved with a simple software update. Tesla had to schedule appointments to address and fix the problem, which unfortunately sometimes resulted in customers waiting over two weeks for the necessary repairs to be completed.
By implementing a meticulous design process and conducting rigorous testing, Tesla can significantly reduce the occurrence of issues and enhance overall quality. This proactive approach will provide customers with reliable and thoroughly tested vehicles. Utilizing software updates to address any remaining concerns, Tesla can further improve the ownership experience and effectively refute any perceived risks of buying a first-generation Tesla car.
2.How should Tesla “manage” the delivery of a new vehicle, like the upcoming Cybertruck, during the initial production rampup? Think about this relative to where cars should be delivered geographically and how the service process should be designed.
To manage the delivery of the new Model 3 during the initial production ramp-up, Tesla should conduct market research to determine the demand in different geographic areas. This would help distribute the correct quantity of cars to each region and ensure timely deliveries. To address potential supply chain issues, Tesla should maintain a sufficient inventory of Model 3s. This helps them overcome any unforeseen challenges and meet customer expectations. Tesla should establish service centers or mobile units strategically located near high-demand areas for the service process. This will give them convenient
access to maintenance and support for customers. Clear communication regarding delivery timelines, service appointments, and potential delays is also crucial. By combining market research, efficient inventory management, and convenient service processes, Tesla can effectively manage Model 3 deliveries, resulting in satisfied customers and a seamless experience.
3.Should Tesla deliver the Cybertrucks to customers on a first-come, first-served basis (i.e., in the order
of when deposits were placed)?
To make customers feel valued and maintain their satisfaction, Tesla needs to prioritize delivering cars based on the order in which reservations were made. The case study highlighted that many people made
reservations without seeing or experiencing the vehicle firsthand. Treating customers who reserved early
the same as those who came later would diminish their sense of appreciation. Tesla already needs help in selling cars due to their unique sales model and restrictions on selling vehicles in display shops. This has resulted in lower customer satisfaction rankings compared to traditional dealerships. By honoring the first-come, first-served principle, Tesla can show their gratitude to early supporters and improve
