Kia dealership managment case study

If no other appropriate role can be found for the executive, the company is then left facing a difficult dilemma.

Kia dealership managment case study

The proposition offers a structured, consistent service offering and provides a sound launch pad for attracting a broader range of Lexus vehicles and owners. It realises the ambition of Lexus to continue offering their legendary customer service and increasing service department profitability through a win, retain and grow strategy.

Toyota Motor Corp

Their knowledge of the industry and its challenges matched to their innovative solutions, practical implementation and understanding of our brand, is hugely beneficial and I would not hesitate in recommending them.

This was supported by the introduction of additional models for each of the marques; Fiat Panda andAlfa Romeo Brera, and MiTo. Following a review of the current sales process, we quickly identified the need to develop a robust scale of measurement which would provide Alfa Romeo with an accurate benchmark result and, in addition, include competitors who had recently gone through their own brand separation.

Results ranged from a customer centric sales approach lifestyle requirements through to a product focused approach features and benefits.

This information paved the way for a large review and ultimately, a redesign of the standard processes for customer sales across the brand.

Kia dealership managment case study

In addition, this objective measurement process has been written into the franchise operating standards for which all Alfa Romeo dealers are measured. Despite the extra services offered, the system of reminding customers for MOTs, services and annual renewal of products was deemed as being variable across the TGB network — highlighting an area for improvement.

As a result, the need arose to design and implement a first-class, industry-leading support programme to standardise, correct and improve the reminding system. Following a period of extensive research, a selection of six dealers were chosen to be used in a pilot study to test theories and refine ideas before the programme was implemented across the Toyota GB network.

Programme implementation during the pilot study showed the following results: Whilst we had not been involved in the mystery shop activity, Vauxhall had results indicating that some dealers in their network, and specifically one region, required support.

The request placed with us was to develop a one day training module that would standardise the approach for both parts and service. Additionally, to resource the training activity and coordinate the venues — the window provided was just two weeks.

Strategic Marketing | Automotive Direct Marketing Case Studies

Given that our core resource is fully utilised, the opportunity to free up resource was never going to be easy. Training is just one of those areas. From this we were able to gain a depth of understanding necessary to prioritise the content of the courses.

Based on the evidence there was only one way of our achieving this level of understanding - we would have to listen to the mystery shops! Results Based on our learning we developed two 1 day courses aimed at Service and Parts Advisors respectively.

Each course took into account the specified approach regarding telephone customer handling and directly at covering every aspect of the Mystery Shop criteria, as this formed the basis of a straight-forward enquiry.

More complex activities were built around delivering confidence in the customer and to this end certain behavioural information lifted from the initial tranche of mystery shop calls was used to effect.Article How an RFI Can Improve Your RFP.

A request for information (RFI) is a less-widely used tactical tool that can provide vital pre-RFP information, including a market analysis that can better inform an RFP when it does go out. THE RESULTS. Over the following three months the executive had four structured face-to-face meetings with their mentor, as well as a number of follow-up phone conversations to discuss aspects of their leadership skills development and career search.

We are currently still required by law to state the NEDC figures. In the case of new vehicles which have been type-approved according to the WLTP, the NEDC figures are derived from the WLTP data. It is possible to specify the WLTP figures voluntarily in addition until such time as this is required by law.

About attheheels.com attheheels.com is an online automotive complaint resource that uses graphs to show automotive defect patterns, based on complaint data submitted by visitors to the site. In this case, “renewable” includes conventional hydroelectric and geothermal, along with solar, wind and biomass.

(In , such production was almost entirely from hydroelectric sources.)Wind power has seen rapid growth worldwide.

Kia dealership managment case study

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Hyundai Motor Company SWOT analysis - Strategic Management Insight