Get to know the unique characteristics of a service company that typical is Mercedes Masters?. Masters Mercedes automobile garage can make a difference in how it compares with other deal
Trang 11 Please describe the service pack of Masters Mercedes automobile garage.
2 Get to know the unique characteristics of a service company that typical is Mercedes Masters?
3 Masters Mercedes automobile garages organizing its operational activities like?
4 Masters Mercedes automobile garage can make a difference in how it compares with other dealers of Mercedes?
TABLE OF CONTENT
1
TABLE OF CONTENT 1
INTRODUCTION 3
RESEARCH OF CONTENT 4
1 Please describe the service pack of Masters Mercedes automobile garage 4 2 Get to know the unique characteristics of a service company that typical is Mercedes Masters? 7
2.1 General characteristics of a services company 7
2.1.1 The perishability 7
2.1.2 There are directly involved of customers 7
2.1.3 Assessment services through the tangible elements and capabilities 8
2.2 Characteristics of maintenance services, automobile repair 8
2.2.1 The periodical 8
2.2.2 The genuine 8
2.3 Compare the difference of Masters Mercedes automobile garage compared to other competitors in the maintenance and repair of cars 9
3 The Masters Mercedes automobile garage organizing its operational activities like? 10
Trang 24 The Masters Mercedes automobile garage can make a difference in how it
compares with other dealers of Mercedes? 11
4.1 The criteria to make a difference 11
4.2 Compared to other dealers of Mercedes, Masters Mercedes automobile garage creates the difference by: 11
4.2.1 Creating the difference in capacity 11
4.2.2 Creating the difference in quality of fit 12
4.2.3 Creating the difference in design quality 13
4.2.4 Creating the difference in the ability to serve 13
CONCLUSION 15
LIST OF REFERENCES 16
Trang 3In the past few years thanks to the opening line of the Party and the State, economy, our country has achieved rapid development, solid and strong In terms of the economy of our country transition to market mechanisms have the macro management of the State, enterprises have polarization, fierce competition and more aggressive To survive and grow, businesses must determine for themselves the right business strategy, if there is no strategic plan or strategic plan mistakes will surely receive operation failure business
Previously, many businesses have been successful due to only pay attention to their internal operations function and perform their daily work is the most effective way Currently, the majority of enterprises, especially medium scale enterprises and small-facing business environment increasingly volatile, complex and risky So, just pay attention to internal functions and daily work is not enough To survive and grow, businesses need to map out the right strategy to fully take advantage of business opportunities and constraints at the lowest level of risk, thereby improving the efficiency and competitiveness competitive enterprises Therefore, the business strategy is indispensable, it is particularly important for the development of the business in the future
In the trend of globalization and increasing integration of Vietnam into the world economy at present, in order to survive and develop, Vietnam businesses need
to build their own orientation, business strategy appropriate, as well as promoting the strengths and weaknesses limit
Trang 4RESEARCH OF CONTENT
1 Please describe the service pack of Masters Mercedes automobile garage.
Automotive industry is the industry of synthetic nature Its development will lead to trades and other services development, promote economic sustainable development In our country, the auto industry is considered key sectors, always get the preferential policies of the state The economy is growing, the demand for travel of people and transport of goods is increasing
In that cars and motorcycles are the primary means of road transport Along with the state's tax policy on imports new cars and used cars to stimulate car buying service travel needs of more individuals Along with the growth in the number of these vehicles, the status of traffic accidents caused by these vehicles also increased Causing damage to people and property The reason is that human subjectivity, road conditions, weather and a technical error, unexpected failure of the vehicle while on the road The technical error, this damage can promptly detect and remedy if vehicles are maintained and repaired in accordance with regulations periodically
Maintenance and repair is done mostly in the garage That most garages have been built long ago when the automobile engineering was not thriving as it is today Lack of diagnostic equipment, test instruments work and the work environment unsafe To ensure the quality of the maintenance and repair of automobiles was established many new garage full of equipment and tools for the job in service
Trang 5Besides, the automaker also open many service stations, car maintenance for genuine Make sure to always operate the product with the highest reliability, satisfy the requirements of all service vehicles To understand the importance, necessity of maintenance, repair and regular cars accordance with regulations Mercedes Masters is
a new service represents the efforts of two authorized dealers of Mercedes ago to provide repair services with quality Mercedes warranty has expired
The following, I will describe the service pack Masters Mercedes automobile garage through chart are as follows:
Diagram 1: The service pack of Masters Mercedes automobile garage
Start service
Advertising the services of Garage
Receiving orders
Collect customer
information
Repair, replacement and maintenance of cars
Test, test drive cars
Notify customer
service has been
completed
Handing over of cars
to customers and end
of service
Trang 6Based on the above diagram, service packs of Masters Mercedes automobile garage is done through three main stages are as follows:
Phase 1: Employees of the Masters Mercedes automobile garage conducted to gather information from customers using car repair services, using information handbook contact phone number, address, type of car to remind customers about the periodic maintenance when due This helps customers set up a time to bring cars up to test, maintenance, oil changes, tune upon the machine Management of Masters Mercedes automobile garage set a specific time each week to get the car up to customer can use the service For problems that require specific diagnostic and repair longer, Manager of Masters Mercedes automobile garage book an appointment with the customer by mobile phone
Phase 2: When the customer appointments, mechanics charge each car will communicate directly with customers about the status of the car or test drive a short distance with customers to explain, pointing out the issues of concern car In the course of work, auto mechanics will record the entire history of each car repairs Manager of Masters Mercedes automobile garage quotes and appointment time to complete scheduled service to customers They are the point of contact with customers
as well, confirming the status of vehicle diagnostic initial customers, offering advice
on issues arising Auto mechanic repaired the damage of the vehicle, while maintaining the maturity department In case of detection of worn parts should be replaced Manager should confirm customer comments for the replacement of these components and the customer should be evaluated before implementation Once the customer agrees, conducted mechanic replaced the right type and quality At the same time, auto mechanic work schedule recording made on the basis handbook to explain
to customers when they pick up the car, it is also an important basis for tracking vehicle status later
Phase 3: After completing car repairs, car was taken out of the running to try and give that party Manager shall evaluate the quality of service and information to customers baptism when the car was repaired and ready to ship Customer procedures and payment received by an employee vehicle handover
Trang 72 Get to know the unique characteristics of a service company that typical is Mercedes Masters?
2.1 General characteristics of a services company
2.1.1 The perishability
Services can not inventory, not stored and can not transport from this area to other areas Therefore, the service consumer is limited by time Also from this characteristic that imbalance to balance supply and demand relationship locally between different times in the same time Characteristics of perishable production services regulations and consumer must also continue in limited time If you do not comply with these conditions will not have the opportunity to purchase and consume them
Services can not be stored Do not keep count of the service is not too large if the problem is demand for stable and predictable But practical service needs are often unstable, fluctuating, the company providing the service will meet the obstacle problem of the use of human resources and technical facilities Services only exist at the time that it is provided As a result, services can not be mass produced to take into stocks when the market demand to its release
2.1.2 There are directly involved of customers
For enterprises, the supply of services to their customers, in addition to its role
as consumer services (similar to the goods used for material production enterprises), also plays the role of the participate in service creation In creating relationships -service delivery between businesses and customers, the productivity of different businesses will generate yield different services but on the other hand the quality of different customers and create different capacity The business with the basic features
of the service sector make the business difficult to develop forms provide services remotely (via the Internet or via telephone,etc, ),process so direct meeting with customers is inevitable and therefore the management of customer involvement in this process is inevitable
But the service providers and service consumers to happen simultaneously The service providers and customers have contact with each other to provide and consume services in locations and time suitable for both parties For some services, the customer must be present during service delivery
Trang 82.1.3 Assessment services through the tangible elements and capabilities
For services, consumers may need to place where the service is "created" That
is, to be sold or services provided to customers before they see the real benefits of it This makes customers feel desperate when buying services, so to buy a service or a product together with services, clients must be fully informed of what they would have in the entire stages of the buying process and use of the product or service One does not need the input materials such tangible production lines or plants to produce services, but the most important role in service activities is the human factor, represented by the gray matter and the use of specialized skills with the support of tools, equipment not in muscle strength or activity associated with the massive production line For those services with traditional services such as repair and maintenance of automobiles, the importance of the material and technical basis is very important
2.2 Characteristics of maintenance services, automobile repair
In addition to the general characteristics of a services company usually has, maintenance services, automobile repair, there are distinct characteristics as follows: 2.2.1 The periodical
Currently, cars have become increasingly transport more common in Vietnam Those who wish to use their car vehicles are always in the best condition, safety and economy Some car parts are worn in a natural way during operation If it is not checked, replaced and regular maintenance, the operational features will decrease, leading to severe damage and even become unsafe during use The purpose of the periodic maintenance inspection, repair and replacement according to a certain schedule to ensure the best operation for all parts on the car Routine maintenance helps vehicles avoid major damage, cost savings and ensure the safety of cars In addition, routine maintenance helps your car operate in accordance with the regulations on safety and the environment Periodic maintenance is the maintenance
of the car in a certain period (to be determined by the distance or time of use)
2.2.2 The genuine
According to the carmaker in the world, the automotive parts market is a lot of different types So people should learn carefully to avoid deception about the source, origin and quality of goods
Trang 9Genuine Car Parts is the product of genuine automobile manufacturers offer Car manufacturers design specifications and ordering spare parts factories then be checked, monitored and bearing the label of the automobile manufacturers Car manufacturers organization providing spare parts on a global scale
Usually only genuine parts from the official dealer at Vietnam's automobile manufacturers and providers can get there; however can also buy from the official dealers of automobile companies including overseas This creates opportunities and increase price competition, benefit consumers Therefore, genuine tend to be higher but with quality assurance warranty seriously
2.3 Compare the difference of Masters Mercedes automobile garage compared to other competitors in the maintenance and repair of cars
Figure 2: The difference in the service of Masters Mercedes automobile garage
Spare parts, components and equipment
Sustainable, genuine, quality
assurance
Service maintenance, replacement and repair
Prestige, to meet the needs and satisfaction of customers
Staff at Masters Mercedes automobile
garage
Enthusiastic,thoughtful, responsible and skilled
Physical facilities Adequate, equipped to meet
the needs of customers
Trang 103 The Masters Mercedes automobile garage organizing its operational activities like?
Phase 1: Providing and receiving customer
requestshàng
Provide customer requirements
Reception duties, work
Phase 2: Diagnosis status cars
Report diagnostic results
To receive information and reports
Phase 3: Implementation of repair services of cars
Report results of work
To receive information and reports
Phase 4: Exchange ideas with customers
Status notify, the date of completion
Feedback
Phase 5: Exchange ideas with customers
Manager,
staff
Customers
Handing over the car, payment procedures
Payment and pick up the car