1. Drawing upon the principles of quality management and the unique nature of services, describe some of the issues that Darren must consider in achieving his vision.
2. Develop a list of action plans that he might consider.

 

Answer the above questions using the case study below. Please include scholarly sources

1. 
   

WALKER AUTO SALES AND SERVICE Walker Auto Sales and Service (WASS) is a full-service market, the firm's owner, Darren Walker, wants to dealership for a major domestic automobile brand. take a more systematic approach to improving service Essentially, WASS provides three main services: new car sales, used car sales, and repair and maintenance services. Because of the competitive nature of the and providing a high level of customer satisfaction. Through surveys, focus groups, and analysis of complaint data and information, he identified some important requirements for these services. Customers expect a favorable impression when they arrive at the dealership—a wide range of vehicles and options to evaluate, available salespeople, to be greeted promptly, and to feel comfortable and not pressured. They also expect salespersons to be courteous, knowledgeable about the cars, respect their time, and honor verbal promises. For repair and maintenance service, customers want to have the work explained appropriately, to be fully informed of any additional necessary work, and to have all work reviewed upon completion. They want good time estimates and communications with the service department. Suppliers play an important role in the business and the entire value chain. The dealership needs quality parts, product availability when needed, timely delivery, and fair prices. WASS also receives corporate support for its employee benefits and certain training programs, information technology planning and intra-net/Internet development, marketing and advertising, and strategic planning direction. WASS is facing increasing competition for skilled employee talent, changing customer demographics that are leading to growing demand, and more competition as a result of new foreign dealerships that are located in its market area. Darren recognizes the need to "become the deal- ership of choice" in its market.