Case Study 1

You will review the Walker Auto Sales and Service case on page 92 and 93. Upon thorough review of the case, you will then answer the two questions regarding the case. It is not sufficient to state your opinions alone; you must be able to backup your responses by applying quality management concepts and topics from the text with the case data that support your findings. Minimum response length is 5 sentences per question. Please restate the question you are answering in your case study. See the questions below.

1. Drawing upon the principles of quality management and the unique nature of services addressed in Chapter 1, describe some of the issues that Darren must consider in achieving his vision.

2. Develop a list of action plans that he might consider. Through writing this case study you will be required to demonstrate a knowledge of how to integrate quality management concepts and topics with the case data.

WALKER AUTO SALES AND SERVICE Walker Auto Sales and Service (WASS) is a full service market, the firm's owner, Darren Walker, wants to dealership for a major domestic automobile brand. take a more systematic approach to improving service Esentially. WASS prowides three main services new and providing a high lerel of customer satisfaction. car alies, uted car sales, and repair and maintenance Through surveys, focus groups, and analysis of comservice. Because of the competitive nature of the plaint daan and information. he identified some- important requirements for these services. Customers delivery, and fair prices. WASS also receives corporate expect a favorable impression when they arrive at the support for its employee benefits and certain training dealership-a wide range of vehicles and options to programs, information technology planning and intraevaluate, available salespeople, to be greeted promptly, net/lnternet development, marketing and advertising, and to feel comfortable and not pressured. They also and strategic planning direction. WASS is facing expect salespersons to be courteous, knowiedgeable increasing competition for skilied empioyec talent, about the cars, respect their time, and honor verbal changing customer demographies that are leading to promises, For repair and maintenance service, custo- grofing demand, and more-competition as a result of mers want to have the work explaincd appropriately, new foreign dealerships that are locating in its market to be fully informed of any additional necessary work. arca. Darren recognizes the need to "become the deal. and to have all work reviewed upen completion. They ership of choice" in tis rmarket. want good time estimates and communications with Drawing upon the prinapies of quality managethe service department. ment ant the ungeqte fature-of services alitiressed in Suppliers play an important roie in the busincss Chapter 1. describe rome of the issues that Darren and the entire value chain. He dealerhip netils qualty Imht consider in achicving his yision. Derelop-a list parte product wialability when neetedt limely of action pith that he might eancider