Chiswick Honda: SWOT, Change & Long-Term CSI Improvement

This project focuses on identifying SWOT (Strengths, Weaknesses, Opportunities, and Threats) factors at Chiswick Honda and implementing changes to improve the Customer Service Index (CSI) scores. The study explores the correlation between employee satisfaction and customer satisfaction, examining factors contributing to high employee turnover. Through a literature review and initial research involving questionnaires, the project aims to evaluate the current CSI compared to the national average, determine the relationship between employee and customer satisfaction, and provide recommendations for improving employee turnover and customer satisfaction. The project employs a qualitative approach, utilizing primary and secondary data, and addresses limitations related to data availability and time constraints. The ultimate goal is to provide actionable insights that will benefit Chiswick Honda in the long term by enhancing its customer service and overall business performance. Desklib provides access to similar projects and resources for students.

To identify SWOT and implement change which
benefits the business long term by increasing CSI
scores- A study on Chiswick Honda

Table of Contents
TITLE...................................................................................................................................................3
Introduction.........................................................................................................................................3
Literature review.................................................................................................................................3
Aims and Objectives............................................................................................................................4
Initial research.....................................................................................................................................5
Methods................................................................................................................................................5
Limitation.............................................................................................................................................6
Time plan.............................................................................................................................................6
References............................................................................................................................................8

TITLE
“To identify SWOT and implement change which benefits the business long term by
increasing CSI scores”- A study on Chiswick Honda
Introduction
Background of Research
Human research are valuable for every business organization which helps to contribute in
attaining its goal and objectives. Because, a satisfied employees provide high quality services
and leads to increase customer satisfaction. It enhanced customer loyalty and increase profit
and revenue for the firm which is common goal for every business corporation. The proposed
research report based on Chiswick Honda which is a car service provider (Koren, 2010.).
This firm is facing various HR issues which create serious impact on their customer service
and their future growth. With the help of current report this corporation can help to identify
major issue and recommend the improvement in the near future which meet their short and
long term goals and target in an appropriate manner. The proposed study also determines the
relationship between employee’s satisfaction and customer satisfaction which is too
significant in modern business.
With the help of proposed report, a cited firm can determine their issue and focused on
overcoming these problems in the near future. According to Glover and et. al., (2011), a
harmonious environment at workplace having a positive impact on workers which can be
developed by increase participation level. It increases their confident and create commitment
towards business and they feel sense of belongingness within the company.
Literature review
Chiswick Honda needs to improve their business performance through providing high quality
service to its customer. But, without support of human resources they cannot meet these aims
and objectives. This report provides the explanation about the variety of tools and techniques
which can be used by the cited company in order to analyses their issue relation to their staff.
In this situation, role of HR department plays a prominent role top determine the root causes
of these problem and provide an appropriate recommendation.
According to Watson (2012), There is direct relationship between customer satisfaction level
and employee’s relation. There are various aspects which required to considered by a

company such as job satisfaction level, its loyalty, organizational commitment, corporate
culture and their personal and professional development in the business firm. Therefore,
every enterprise tries to provide all facilities in order to reduction employees turnover and
increase satisfaction level. On the other hand, as per Glover and et. al., (2011). The role of
motivation one of the reason which be focused by the company. it helps to increase their
particulars level and involvement in then operation activities which leads to increase its
performance in an appropriate manner.
This report explained all these aspects through using a variety of theoretical approach which
provide an effective description in more depth of the study.
Service climate framework: This concept related with the employee’s perception on business
organisation facilities which helps in foster its operation performance leads to increase
customer satisfaction. According to Halbesleben (2010), this framework more focused on
managerial decisions and policies in the context of employee’s performance at work place
setting. This approach also helps to understand the employee’s behaviours at workplace and
their attitude towards business organization. the role of manager and supervisors is too
critical at this stage which meet its aims and target.
Aims and Objectives
Aim: “To identify SWOT and implement change which benefits the business long term by
increasing CSI scores”- A study on Chiswick Honda
Objectives:
 To evaluate current Customer Service Index as compare to national Average.
 To examine the factors of high turnover at Chiswick Honda.
 To determine the relationship between employee’s satisfaction and customer
satisfaction.
 To provide recommendation for improve employees turnover and customer
satisfaction.
Research Questions
 What are the current Customer Service Index as compare to National Average?
 What factors contribute high turnover at Chiswick Honda?
 What is the relationship between employee’s satisfaction and customer satisfaction?
 What recommendation to improve all these issue at Chiswick Honda?

Initial research
In this study questionnaire survey will be used to make a suitable solution for the research
and meet aims and objectives. There are following question can be asked to customer. these
are:
Questionnaire
Name:
Gender:
Email:
Address:
Q.1 Which Honda model you have
Ans:
Q.2 How many times you performed regular service at this centre?
A) One in a month
B) One in three months
C) More than three months
Q.3 Are you satisfied with employee’s attitude at car service centre?
A) Satisfied
B) Highly Satisfied
C) Dissatisfied
D) Highly Dissatisfied
Q.4 Please provide rank regarding our services?
A) Excellent
B) Good
C) Average
D) Poor
Methods
In this report qualitative approach will be used in order to make appropriate recommendation
for the company. There are two types of data will be used-primary and secondary and
interpret in an effective manner. Primary research is a systematic approach where researchers
required to collect first hand data by using variety of tools and method such as questionnaire,
conducting interview, observation and so on. In this study, questionnaire survey will be used

and interpret by qualitative methods. The sample size in this report will be used more than 20
which among their customer (Ayyagari, Grover and Purvis, 2011 ). Thematic techniques will
be sued by the project manager to present collected data in an effective manner.
Limitation
The major limitation in this report is to limited data and time which can influence on
effectiveness of this report. The secondary data are not enough and it required further
improvement which provide an appropriate recommendation.
Time plan
It is essential for a researcher is to plan their proposed research in advance with a time frame.
There are various tools can be used by him to such as Gantt chart and network diagram. In
the context of given report, there are following plan of this report with tile frame. The main
aim of these tool is to save time and money in order to completed such provide as soon as
possible.
Figure 1Gantt Chart

Figure 2Activities of Proposed research

References
Books and Journals
Watson, T. J., 2011. Ethnography, reality, and truth: the vital need for studies of ‘how things
work’in organizations and management. Journal of Management studies. 48(1).
pp.202-217.
Glover, W. J., and et. al., 2011. Critical success factors for the sustainability of Kaizen event
human resource outcomes: An empirical study. International Journal of Production
Economics. 132(2). pp.197-213.
Halbesleben, J. R., 2010. A meta-analysis of work engagement: Relationships with burnout,
demands, resources, and consequences. Work engagement: A handbook of essential
theory and research. 8. pp.102-117.
Ayyagari, R., Grover, V. and Purvis, R., 2011. Technostress: technological antecedents and
implications. MIS quarterly. 35(4). pp.831-858.
Koren, M. J., 2010. Person-centered care for nursing home residents: The culture-change
movement. Health Affairs. 29(2). pp.312-317.