Presentation: Building a Customer Focused Dealership (MGMT)

This presentation assignment focuses on the transformation of a dealership, Adams Sales & Service, into a customer-focused company. The assignment requires the new management team to create a presentation for the employees, emphasizing a customer-centric approach. The presentation should be at least 15 slides long and cover key aspects such as the new image of the dealership, employee engagement, and the importance of sincerity and enthusiasm. The assignment aims to provide experience in building impactful presentations and understanding the significance of employee buy-in for a successful business. The presentation should address the current issues, including declining sales and lack of a succession plan, and propose strategies to improve customer satisfaction and business performance. The new management team needs to address the changes expected, the benefits of the new management style, and the concerns of employees. The presentation is graded on overall impression, content, slide quality, and the class presentation.

WILSON SALES &
SERVICES

INTRODUCTION
•Deals in both new and old cars and
trucks
•Located in London city, Ontario
(pop. 380,000)
•Located in Brighton Street

BACKGROUND
History
•Started the corporation in 1943
•Used to deal in second hand tractors
first in the beginning
•Expanded the business around 1960’s
•Started dealership of cars and trucks
afterwards

CONTINUED
Owners
•Established by Mr. Steve Wilson and
Mrs. Alice Wilson
•Previously owned grocery shop
•Mr. William Wilson succeeded the
business in 1975

MANAGEMENT
REORGANIZATION
ALManagement
•President – Mr. William Wilson
•Vice President (Cars Sales) – Mr. John Wilson
•Vice President (Truck Sales)- Mr. David Wilson
•Vice President (Finance) – Miss. Lisa Wilson
•Vice President (Administration) – Mrs. Anne
Wilson

CONTINUED
•Car Sales – 2 Managers , 1 Marketing
manager, 1 quality control officer
•Truck Sales – 2 Managers, 1 Marketing
manager, 1 quality control officer
•Finance – 1 Manager, 1 HR, 1 Assistant
manager, 1 Training officer
•Administration - Receptionist, Floor
control officer, Bay manager

WORKING OF THE
NEW
MANAGEMENT
•Well structured
•Consist quality service for each
sections
•Customer well tackled in each level

STATUS OF
PREVIOUS
EMPLOYEES
•The owner’s children does not have
interest in the business.
• The owner does not have any success
plans.
•Most of the employees are finding new
jobs.

CUSTOMER FOCUSED
SECTION
Changes seen by customers
Loyal customers could be achieved by
•Values for customers and creating
company goals
•Satisfaction among employees
•Evolving according to customers’ need

CONTINUED
Obtaining new business
•Mapping out every step.
•Setting customer friendly campaign
•Feedback collecting

CHANGES TO BE EXPECTED
•Structure of the business to be
changed
•New models of cars would be
available

EMPLOYEE FOCUSED SECTION
•Modes of business conduction
•Structural integrity
•Payment plans

FLATTENED ORGANIZATION
WILL -
•Help in focusing the right issues.
•Departments would have separate
heads
•Targeting customers’ need

CONCERNS
•New trainings to be provided
•New operating tools
•New uniforms for workers
•Benefits for employees

REQUEST TO
CURRENT
EMPLOYEES
•Request for cooperation

THANK YOU