Management Research Report: Jiffy Lube Service Improvement

This management research report analyzes Jiffy Lube's service operations, focusing on key customer personas and strategies for enhancing customer experience. The report identifies customer concerns such as long wait times and potential deceptive practices. It proposes solutions like stream...Read More

Running head: MANGEMENT RESEARCH
MANAGEMENT RESEARCH
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1. Key personas that might be considered while building a solution for a customer
The persona that might be considered by the organization, Jiffy Lube, while maintaining
the efficiency of the service propositions are dependent on the different car related issues that are
faced by the clients. The assessment of the car related concerns of the customers will assist the
venture in developing the operations of the same while operating in diverse international
markets. The personas are thereby dependent on the behavior of the customers and the manner in
which they might be addressed through the service offerings of the venture (West and Di Nardo
2016). It has been noted that in most of the cases, the customers are dissatisfied with the long
queues in which they are required to wait for the car servicing. Therefore, the concerned
organization aimed at reducing the queue times through utilization of proficient technologies and
the skilled workforce. On the other hand, another persona is noted among the customers that the
car servicing organizations push different other services apart from the required which might
affect the interests of the customers. Therefore, the concerned organization might take steps to
enhance the operations of the same and position their services that might not be forced on the
customers.
2.The highest level work streams for providing value to the consumers
The concerned organization might take steps to develop suitable processes for
maintaining the efficiency of the operations in adherence to the persona or the demand of the
different customers. The inclusion of different changes in the organizational service propositions
might assist an organization in gaining a competitive advantage over the existing players in the
market (Chahal and Dutta 2014). In this relation, the concerned organization might take steps to

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segregate the work or tasks into different departments for minimizing the queue time. On the
other hand, the implementation of different technological innovations assisted the venture in
enhancing the potentials of the same in continuing with the efficiency of the operations. The
dependence of the organization on different technological innovations will assist the same in
enhancing the quality of the service propositions that are made by the same.
The concerned organization, Jiffy Lube, must take steps to develop the quality of the
service propositions through reviewing the interests and concerns of the customers. In this
relation, the concerned organization might take steps to review the feedbacks and thereby
improve the service propositions that are made by the same. The work being divided in the
different departments will not only cut off significant amount of time that was required for
undertaking the entire repairing process but also assist in enhancing the quality of the service.
The improvements in the service quality of would support the venture in developing the
sustainable edge of the same while operating in adherence to the demand of various personas.
3.Example of an user story for each epic
 User story for lesser queue time- Robert stated that he came for a repair and some oiling
and the services were made up to him within 20 minutes of time. The organization did
not even push him for the additional services. He also provided a five star for the services
that were provided by the organization.
 User story for quality of service: Lisa stated that she went for an oil change in the
organization where the mechanic asked her to get a replacement for the air filter of the
car. Lisa declined the offer. However, last day as she was driving home, the car jammed
up. When the car was taken to the Nissan service department, the mechanic there stated
that the air filter was kept upside down which resulted to accumulation of dirt and debris

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in the engine. The repairing job required her to pay additional $937 bill. Now she is
looking forward to escalate the issues in the consumer court.
 User story for deception: Recently, Moore visited the Jiffy Lube in Ogden with a coupon
of $19.99. However, after the servicing, when the bill was produced, Moore was shocked
that the coupon was not applied on the billing activity. Moore asked the billing executive
about the concern and received a reply that the coupon was applicable for a change of 5
quart and not 6 quart.
4.Recommended activities on the user stories
The recommended activities that might be considered by the organization are:
 Monitoring and controlling the activities of the employees, as it would assist the venture
in reducing the quality related issues in the service propositions.
 Developing suitable polices for continuing the service propositions while adhering to a
code of conduct and avoiding deceptive practices to retain the trust and confidence of the
customers.

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References
Chahal, H. and Dutta, K., 2014. Conceptualising customer experiences: Significant research
propositions. The Marketing Review, 14(4), pp.361-381.
West, S. and Di Nardo, S., 2016. Creating product-service system opportunities for small and
medium size firms using service design tools. Procedia CIRP, 47, pp.96-101.