03-01 Activity _ Toms Auto Service Case JMmmm
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SCM 414: Manufacturing and Service Processes In-Class Activity Worksheet
Activity Overview
In this activity, you will evaluate service delivery and service encounter design for Tom’s Auto Service
Name: Carter Jones
Activity Task
Read Tom’s Auto Service case study at the end of Chapter 5. Work with your group to answer the following questions.
1. Identify the primary and peripheral goods and services that comprise the Customer Benefit Package for Tom’s Auto Service. Products
Primary Goods
Peripheral Goods
Oil water
Air filter
tea
tires
coffee
Wiper blades
magazines
Services
Primary Services
Peripheral services
Oil change
Explaining Air filter change
Reviewing service history
detailing
Tire change
2. Rank order the competitive priorities for Tom’s Auto Service. Competitive Priority
Rank Order
Innovation
6
Product Quality
2
Service Quality
1
Time
3
Price
5
Flexibility
3
1
SCM 414: Manufacturing and Service Processes In-Class Activity Worksheet
3. Analyze the Service Delivery System
Design by identifying key features (at least 2) of the following elements at Tom’s Auto Service: Service Delivery System Design
Facility & Location
Layout
Servicescape
Service Process & Job Design
Technology & Information Support Systems
Clean facility Comfortable waiting area
Service checklist
It system for vehicle history
4 service bays
Employee uniforms
certifed employees
Customer appointments
4. Analyze the Service Encounter
Design by identifying the key features (at least 1 or 2) of the following elements at Tom’s Auto Service: Service Encounter Design
Customer-Contact
Check in check out
Customer Contact Requirements
18mins
Service-Provider Selection
qualified
Recognition & Reward
Service Guarantees
Manager has ability to provide free service to customer if they aren’t happy Service Recovery
5. Based on the customer survey results, what opportunities for improvement, if any do you recommend? Change policy regarding manager ability to provide free service for unsatisfied customer because the survey results for des the manager understand my wants and needs was lower than many other survey results. Upload Activity to Canvas
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