Managing Quality Customer Care

Running head: MANAGING QUALITY CUSTOMER CARE
MANAGING QUALITY CUSTOMER CARE
Name of student:
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MANAGING QUALITY CUSTOMER CARE
Task 1
Customer service plan
 The mission statement of VTI Karmart is along with its joint ventures, to attain and
attract the high-valued products, cars and services through the most contented
experience in Australia. We also believe that the company should work as a team and
promote automotive leadership through a collaboration between the investor, dealer
and the employee. The vision statement of VTI Karmart is to become the most
prominent, respected, and successful and high-quality car company in Australia. The
vision is to see VTI Karmart emerge as global player in the market of automobile.
 The needs and desires of the customer will be investigated through primary data
collection technique. Questionnaires comprising of both open-ended and close-ended
questions will be the feature1. Some of the questions that will addressed the kind of
cars that are preferred by the customers, which income-group prefer which kind of
car, whether there is an availability of appointment, whether the customer service is
easily available, whether there is proper communication during service and whether
the customers receive an update on the progress, how would the customer rate the
service in terms of the behaviour of the customer service assistants, overall quality of
the customer service on a scale of 1 to 5 and whether the customers would
recommend others to visit VTI Karmart.
 Based on the data collected through the questionnaire, the needs of the customer will
be assessed. It will give the company information on the types of consumers based on
their income level, preference of cars based on their income level and so on. Once we
have information on the views of the customer, we will model cars based on their
preferences. In case, the customers are not satisfied with our service we will improve
on those areas. In case, the customers are happy with the customer care service we
would retain the quality and formulate measures that would make their car buying
experiences easier.
 Legislative and regulatory requirements pertinent to customer service-
According to the ADRs (Australian Design Rules) there are certain standards to be
maintained for vehicle safety. The motor vehicle Standards Act 1989 enshrines that
all road vehicles manufactured in Australia, whether imported or second-hand
vehicles need to concede to the standards laid by ADRs2. The manufacturing of the
automobiles in Australia need to follow the legislation of the government and
compliance to the ADRs. The aim of the government of Australia is to harmonise the
national vehicle.
1 Strategy And Objectives - Woolworths Group' (Woolworthsgroup.com.au, 2018)
<https://www.woolworthsgroup.com.au/page/about-us/our-approach/strategy-and-objectives> accessed 20 April
2018.
2 Porter M, 'Michael E. Porter - Faculty - Harvard Business School' (Bing.com, 2018)

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MANAGING QUALITY CUSTOMER CARE
 Ensuring quality service- some of the keys in maintain a good customer care
relationship by customer care service an ongoing focus. The employees need to
realise the opportunities that would enable them to enhance their customer service
skills. The new employees need to feel motivated in providing great customer
experience to the customers and create a culture of accountability. Instead of creating
an environment where the customer will have to bring the car for service, the
endeavour would enable the customer to feel more valued and help them to foster a
deeper trust. The cost of the automobile ownership has huge impact on the decision –
making of the customer. There needs to be a consistent effort to maintain a customer
service.
Task 2
 As understood from the given case study, delivery to the customers is not being made
according to the demand of the customers. Unpunctuality from the company end to
deliver the automobiles have become a reason for customer dissatisfaction. The need
of the hour is to diversify the team instead of having one team of drivers for
delivering cars to same city, inter-city and intra-city. Doing this would ease the
pressure on the team of drivers. During the interview and screening of the drivers, it is
important to choose drivers who are dedicated to their job. Another option would be
to employ more drivers and diversify the task. There would be the implementation of
the analytical tool that would help to identify and predict analytics that would enable
Product dimensions
(comparison engine
and aprking space
stimulator)
Tolerance (The
product will be in
compliance with the
rules of the ADR)
Pricing (The product
will be priced between
35 million AUD to 40
muillion AUD)
Material delivery (the
product will be
delivered at the door
step of the customer)