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... Hence, Antonio Playan decided to open 8 such outlets under the name Talleres Auto the following year, even recruiting an English manager from UK who has had previous experience in both menu service and fast-fit operations to handle the venture, especially in the main branch at Barcelona. As a menu service operator, Talleres Auto primarily targeted working women. ... As a perfect image of the company’s primary target market, Wendy’s case paints a relevant picture as to how operations in Talleres Auto happen and how it affects its customers. Below is a short account of what Wendy experienced when she had her car serviced at Talleres Auto:
Customer Experience: Wendy Harrison
Because of a faulty light switch and her boyfriend’s suggestion, Wendy Harrison decided to have her car checked and serviced by Talleres Auto. ... So, the next morning, Wendy called Talleres Auto and explained that she wanted her car to be fixed. ...
When she arrived at Talleres Auto to pick up her car, she saw that a lorry delivering parts was blocking the door to the reception. ...
Two days later, Wendy called Talleres Auto to inquire about her light switch. ... With this, Wendy decided not to call the Talleres Auto again and on their part, they never called her again either, never telling her what happened to her order for the light switch. ...
Main Problem
The example above raises several problems that all fall under one main problem: “How can Talleres Auto improve its operations and thus, (1) improve the quality of service it offers its customers and (2) show that it is a competitive alternative to VM franchised agents” Considering the incidences in the service center, it can be noted that these occurrences are quite contradictory and inconsistent with two things, (1) owner Antonio Playan’s business approach of attention to detail and care for customers and (2) Talleres Auto’s vision of providing a friendly and un-intimidating service center. With this, the main task now is to enhance Talleres Auto’s overall operations by analyzing and solving underlying problems such as the following:
• How can Talleres Auto avoid asking the customers to repeat information regarding their cars and the work needed to be done on these? ...
• How can employees’ attitudes and behaviors be developed to ensure that customers feel comfortable and relaxed in Talleres Auto? ... Also, with such a set-up, it would be easier for Playan to be more hands-on with the operations, really seeing and overseeing everything that goes through Talleres Auto. ... With this, Playan can be assured that the service Talleres Auto would offer would be consistent, appropriate, and fit with the already established name of Distribucione Barcelona and Antonio Playan as well. Hence, it may prove to be practical and functional for Talleres Auto to make use of a total quality management (TQM) approach.
Now, since it’s quite impractical to close shop on the other outlets, what Playan could first do is to come up with a company philosophy – a mission, vision statement – and communicate this clearly to all the employees working for Talleres Auto. This should evidently state what Playan expects and wants from his employees, as well as the kind of service Talleres Auto should and would offer its clients.
Approximate Word count = 2693
Approximate Pages = 10.8
(250 words per page double spaced)
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