Dealership (B)

Published 01 Jan 1989
Reference 2457
Topic Operations
Region Europe
Summary

Describes the organization of a dealership selling new and used cars, parts, and repairing cars. The workshop is losing money. A field survey indicates the level of satisfaction of customers.

Teaching objectives

Look at the match between customer needs and service provided Description of the system with flow charts How can one improve productivity How can one launch a Total Equity Program in such a service