• SUNY Cobleskill

• BADM 400

Tom’s Auto Service Case Study

1) Mission- to provide a quick service with oil change as well as lubricant change.

Strategy- is to focus on peripheral goods and services and customer friendly

employees

Rank- peripheral goods and services, servicescape and customer friendly employees.

DRAW CUSTOMER BENEFIT PACKAGE:

Large carpet waiting area

With windows to watch repair Quick Basic Oil, oil filters, air

Vehicle service filters, tires,

windshield wiper

blades, lubricants

2) Facility location and layout- the location has to

be time friendly for those who are commuting to and from the location. The layout

must be pleasing and allow for cost and process to flow efficiently.

Servicescape- the physical evidence that a customer may use to form impression and

also provide the behavioral setting where service encounters take place.

Service process & Job Design- develop procedures to ensure that things are being

done right instead of having to do them again another time. Ensure that the

interaction’s that customers and service providers have are simple and quick and that

no errors occur.

3) Five process used- Screen all employees by doing background checks in the hiring

process. Do on the job training from all steps even operating the register. Have a

vehicle checklist to ensure that the work is completed, and the quality of the

performance is met. Send out surveys to customers after the service is completed to