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Currently there is one typewriter and one of the twins are filling in for other. But
when the sister is unable to fill the workload on the typewriter is high. When the
sisters are dealing the customers the customers are happy because the motivation
levels of the sisters are high. We need to keep two permanent typewriters with good
interpersonal skills and make sure that they are satisfied. We have to keep them
motivated to various incentives. The typewriters should be moved to a little bit bigger
room with proper lighting and painting.
Appoint new service manager who is interpersonally skilled and have good
communication skills.
Focus on high quality service ensuring the reliability of the products and price of
service. Customers can given guaranty in respect to quality of service and price of the
service with same quality.
Expert mechanics need to be hired in order to improve the overall service quality and
time. The case mentions that some of the minor problems are difficult to detect- these
can be solved by hiring expert or professional mechanics.
The service work order process needs to be computerised. Computer softwares that
accurately tell the time the customers can come to the store and give their vehicles
depending on the number of orders the store currently has and sending automated
messages to the customers can improve the customer perceptions of the service
department.
Training must be given to all the frontend people on how to deal with their customers,
specially the unsatisfied customers.
The appearance of the service department has to be redesigned. Visibility of the
service department should be improved.
By reducing this gap Ms.Sullivan can establish right service quality standards.
She should ensure that top management displays on going commitment to quality as
defined from the customer’s point of view.
She should standardize repetitive work tasks to ensure consistency and reliability.
By reducing this gap Sullivan Ford Auto World can meet performance standards.
Define employee roles clearly.
She should ensure that all employees understand how their jobs contribute to
customer satisfaction
Provide employees with the technical training needed to perform their assigned tasks
effectively.
She has to ensure that all the employees are equipped with necessary interpersonal
skills to deal with customers under stressful conditions.
By reducing this gap Sullivan Ford auto world’s delivery matches promises.
She should ensure that consistent standards of service are delivered across multiple
work points.