| Case Study #2.1 | MGT 3121 CTRA Group #13 |

1. Describe Village Volvo’s Service Package.
Supporting Facility: Village Volvo occupies a new Butler building that has four work bays in addition to an office, waiting, area, and storage room.
Facilitating good: A television set, comfortable chairs, coffee, a soft-drink vending machine, magazines, and the local newspaper
Information: The mechanic who will be working on the vehicle and the client discuss the problems the client has noticed. Another source of information for the mechanic is the Custom Care Vehicle Dossier. Village Volvo maintains a continuing file on each vehicle it services. The service manager gives the vehicle owner an estimate of the cost and the …show more content…

3. Characterize Village Volvo in regard to the nature of the service act; the relationship with customers; customization and judgment; the nature of demand and supply; and the method of service delivery.

There are some characteristics of Village Volvo. First, for the nature of service act, Volvo provides the repaired service. Volvo chooses to use the differentiation and the cost leadership as it provides the unique services to their customers with reasonable price. For the relationship with customers, Volvo maintains the relationship with their customers through providing enough information and customizing services. For the nature of demand and supply, the demand is routine as such as oil changes and turn ups. For the supply, the supply is limited in the specific time period. Volvo tries to encourage the customers to make an appointment so as to smoothen the demand and maximum the profit. For the method of service delivery, the delivery service is lack of variance as Volvo does not provide other transportation to their customers. However, they also add the variance which set a drop in times and have routine jobs.

4. How could Village Volvo manage its back office (i.e, repair operations) like a factory?

Village Volvo’s back office can be operated like a factory by