Village Volvo Case Study Essay

Village Volvo offers to supply quality fix service on out-of-warranty Volvo’s at sensible cost. The proprietors encourage their clients to schedule assignments for the diagnosing and fix of specific jobs. a machinist will do a preliminary diagnosing and the service director will give the vehicle proprietor an estimation of the cost and the approximative clip when the fix will be completed. The Village Volvo provide a waiting room for the drop-in clients that is equipped with a telecasting set. comfy chairs. java. a soft-drink peddling machine magazines and the local newspapers.

Care will be taken throughout the fix procedure to maintain he auto clean. worn out parts that have been replaced will be put in a clean box while more cumbersome replaced parts will be set aside for the client‘s ain review. After the fixs are finished. the vehicle will be capable for a short trial thrust and so will be parked and ready for pickup. How are the typical features of a service house illustrated by Village Volvo? Customer Participation in the Service Process

The clients where given the chance to discourse the jobs they have notice together with the machinist and after the procedure some parts that are replaced are set aside for the clients’ ain review.


The service of Village Volvo which is auto fix and care is created when the procedure started and consumed at the same clip. quality of the service will so be measured after smooth-running of the car has been experience by the clients.


Every 7-8 am and 5-6 autopsy of the twenty-four hours that the owner-mechanic decide non to work for the client contact will be a loss chance if in the said no clients will get at the sad clip.


On the footing of their 22 combined old ages of preparation and experience with the local Volvo trader. they have earned a well-thought-of repute and a followers of satisfied clients.


They set clip for a client contact hours because they believe that it is merely of import to discourse what jobs exist before the work is done. As fixs are made the mechanics take notes any jobs that might necessitate attending for future and are given to the clients. All little worn-out parts that have been replaced are put in a clean box inside the auto and more cumbrous parts are set aside for the client’s review. These are all done for the clients to esteem their proprietor of all the parts. Characterize Village Volvo in respect to the nature of the service act. the relationship with clients. customization and judgement. the nature of demand and supply. and the method of service bringing.

Nature of service act – the small town volvo’s nature of the service act would fall to the touchable actions directed at the customer’s ownership categorization. The clients is non required t be present for the whole procedure. they can wait inside the waiting room or go forth their auto until the procedure is done. Relationship with the client – the Village Volvo make its relationship with the client by making out with them by supplying a direct contact and treatment with the client. they besides save history files for their clients account for the convinince of their clients.

Customization and judgement – the Village Volvo offers custom auto fix and care therefore holding a treatment with the clients gives them the chance to understand the jobs experienced by the clients. Degree of customization would be high same as the extent to which client contact employees exercise judgement in run intoing client demands. Nature of demand and supply – nature of service bringing would be a distinct dealing for the clients will merely necessitate their service when some auto portion are needed to be replaced. and the type of relationship between service house and its clients would be “membership” relationship for the Village Volvo save files of each clients for history reappraisal of the minutess and that they conduct a client contact treatment at a certain clip.

How could Village Volvo pull off its back office ( i. e. . mend operations ) like a mill? They occupy a Butler edifice the has four work bays in add-on to an office waiting country and storage room to supply a big infinite for the fixs procedure for the autos that would be left under their attention until the work is done. How can Village Volvo distinguish itself from Volvo Dealers? The Village Volvo proprietors have designed their operation to supply clients with a usage auto attention service that is unavailable at the local trader. They provide usage auto attention for their clients through thorough review during scheduled assignments with the clients.