LOGISTICS CHAPTER 7 SUPERAUTO SPARE PARTS SERVICES

1. Does Super Auto have a customer service problem? Why or why not?

2. Based on the reports of some vehicle owners, it is apparent that some dealers have an integrity issue. Why has SuperAuto not been aware of the issue?

3. Does the spare parts outsourcing arrangement have any negative implications for the quality of spare parts services offered to vehicle owners? If yes, why?

4. Assuming Daily Freight's claim on meeting SIAs is true, what possible revisions should be made to the outsourcing SLAs? Why?

5. What revisions may be made to the old spare parts services feedback form to help SuperAuto collect customer information for continuously monitoring and manging the performance of dealers in the future? Why?

6. Is it too later for SuperAuto cheated to attempt service recovery with vehicle owners who were cheated by dishonest dealers? Why or why not?

7. What lessons can we learn from the SuperAuto case for managing customer service quality in outsourcing?