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Dealership (A and B)

Author: Teboul, James INSEAD Area: Technology and Operations ManagementPublisher: Fontainebleau : INSEAD European Centre for Executive Development (CEDEP) 1989.Language: EnglishDescription: 20 p. + 6 p.Type of document: INSEAD CaseAbstract: 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.Pedagogical 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.
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· 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.

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.

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