03-01 Activity _ Toms Auto Service Case JMmmm

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The University of Tennessee, Knoxville *

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211

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Mechanical Engineering

Date

Feb 20, 2024

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docx

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2

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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 Upload the completed worksheet to the Activity assignment on Canvas. You’re done! 2
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