Business Report: Tom’s Auto Service
Description
Business Report
Read Tom’s Auto Service on page 138 of your textbook.
Assignment Instructions
Case questions:
Define and draw the customer benefit package, and state TASænbsp;mission, strategy, and rank order of competitive priorities.
Identify and briefly describe the eight %sign®bsp;features, described in Sections 5.4 and 5.5 of the text, of the (a) service-delivery system and (b) service encounters.
- Identify and briefly describe five processes TAS stores use and their relative importance.
Given your analysis of the survey data, what opportunities for improvement, if any, do you recommend?
- Summarize your final recommendations to the CEO.
- This is a Business Report, not an essay!
- In one paragraph or less summarize the salient issue(s) in the case. Do not duplicate what is in the case itself.
- The body of the report addresses the questions in the case in a clear, concise and cohesive manner. This report should be business like, structured and methodical.?Please note: each question should become a section title, with sub-titltes as needed for multi-part responses.
The responses are expected to utilize the topics introduced in this course.
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