學門類別
最新個案
- Leadership Imperatives in an AI World
- Vodafone Idea Merger - Unpacking IS Integration Strategies
- V21 Landmarks Pvt. Ltd: Scaling Newer Heights in Real Estate Entrepreneurship
- Snapchat’s Dilemma: Growth or Financial Sustainability
- Did I Just Cross the Line and Harass a Colleague?
- Predicting the Future Impacts of AI: McLuhan’s Tetrad Framework
- Porsche Drive (A) and (B): Student Spreadsheet
- Porsche Drive (B): Vehicle Subscription Strategy
- TNT Assignment: Financial Ratio Code Cracker
- Winsol: An Opportunity For Solar Expansion
Cedarbrae Volkswagen - Quality of Service
內容大綱
The owner and general manager of the Cedarbrae Volkswagen dealership is concerned about the Kundendienst Index (KI) used by Volkswagen Canada to measure customer satisfaction with new vehicles and service work. The case details Cedarbrae operations and the KI, and focuses on the issues of What is quality of service?, and How do you devise a management control system that reinforces and measures service? From a marketing research perspective, case discussion could center around a technical evaluation of the customer survey process design.
學習目標
This is a qualitative discussion case focused on defining quality of service and devising a management control system that reinforces and measures the service aspect of business. Students must critically evaluate the Index currently in use, noting what behaviour the measurement system forces and whether that behaviour is appropriate. The students must recognize that there are three major players to consider who may not have perfectly compatible expectations and objectives.