Phân tích quản trị hoạt động tai gara oto mercedes eng

1 Please describe the service pack of Masters Mercedes automobile garage Get to know the unique characteristics of a service company that typical is Mercedes Masters? Masters Mercedes automobile garages organizing its operational activities like? Masters Mercedes automobile garage can make a difference in how it compares with other dealers of Mercedes? TABLE OF CONTENT TABLE OF CONTENT INTRODUCTION RESEARCH OF CONTENT Please describe the service pack of Masters Mercedes automobile garage Get to know the unique characteristics of a service company that typical is Mercedes Masters? 2.1 General characteristics of a services company 2.1.1 The perishability 2.1.2 There are directly involved of customers .7 2.1.3 Assessment services through the tangible elements and capabilities .8 2.2 Characteristics of maintenance services, automobile repair .8 2.2.1 The periodical 2.2.2 The genuine 2.3 Compare the difference of Masters Mercedes automobile garage compared to other competitors in the maintenance and repair of cars The Masters Mercedes automobile garage organizing its operational activities like? 10 The Masters Mercedes automobile garage can make a difference in how it compares with other dealers of Mercedes? 11 4.1 The criteria to make a difference 11 4.2 Compared to other dealers of Mercedes, Masters Mercedes automobile garage creates the difference by: .11 4.2.1 Creating the difference in capacity 11 4.2.2 Creating the difference in quality of fit 12 4.2.3 Creating the difference in design quality 13 4.2.4 Creating the difference in the ability to serve 13 CONCLUSION 15 LIST OF REFERENCES 16 INTRODUCTION In the past few years thanks to the opening line of the Party and the State, economy, our country has achieved rapid development, solid and strong In terms of the economy of our country transition to market mechanisms have the macro management of the State, enterprises have polarization, fierce competition and more aggressive To survive and grow, businesses must determine for themselves the right business strategy, if there is no strategic plan or strategic plan mistakes will surely receive operation failure business Previously, many businesses have been successful due to only pay attention to their internal operations function and perform their daily work is the most effective way Currently, the majority of enterprises, especially medium scale enterprises and small-facing business environment increasingly volatile, complex and risky So, just pay attention to internal functions and daily work is not enough To survive and grow, businesses need to map out the right strategy to fully take advantage of business opportunities and constraints at the lowest level of risk, thereby improving the efficiency and competitiveness competitive enterprises Therefore, the business strategy is indispensable, it is particularly important for the development of the business in the future In the trend of globalization and increasing integration of Vietnam into the world economy at present, in order to survive and develop, Vietnam businesses need to build their own orientation, business strategy appropriate, as well as promoting the strengths and weaknesses limit RESEARCH OF CONTENT Please describe the service pack of Masters Mercedes automobile garage Automotive industry is the industry of synthetic nature Its development will lead to trades and other services development, promote economic sustainable development In our country, the auto industry is considered key sectors, always get the preferential policies of the state The economy is growing, the demand for travel of people and transport of goods is increasing In that cars and motorcycles are the primary means of road transport Along with the state's tax policy on imports new cars and used cars to stimulate car buying service travel needs of more individuals Along with the growth in the number of these vehicles, the status of traffic accidents caused by these vehicles also increased Causing damage to people and property The reason is that human subjectivity, road conditions, weather and a technical error, unexpected failure of the vehicle while on the road The technical error, this damage can promptly detect and remedy if vehicles are maintained and repaired in accordance with regulations periodically Maintenance and repair is done mostly in the garage That most garages have been built long ago when the automobile engineering was not thriving as it is today Lack of diagnostic equipment, test instruments work and the work environment unsafe To ensure the quality of the maintenance and repair of automobiles was established many new garage full of equipment and tools for the job in service Besides, the automaker also open many service stations, car maintenance for genuine Make sure to always operate the product with the highest reliability, satisfy the requirements of all service vehicles To understand the importance, necessity of maintenance, repair and regular cars accordance with regulations Mercedes Masters is a new service represents the efforts of two authorized dealers of Mercedes ago to provide repair services with quality Mercedes warranty has expired The following, I will describe the service pack Masters Mercedes automobile garage through chart are as follows: Diagram 1: The service pack of Masters Mercedes automobile garage Start Advertising the service services of Garage Collect customer Receiving information orders Repair, replacement and Handing over of cars maintenance of cars to customers and end of service Notify customer Test, test service has been drive cars completed Based on the above diagram, service packs of Masters Mercedes automobile garage is done through three main stages are as follows: Phase 1: Employees of the Masters Mercedes automobile garage conducted to gather information from customers using car repair services, using information handbook contact phone number, address, type of car to remind customers about the periodic maintenance when due This helps customers set up a time to bring cars up to test, maintenance, oil changes, tune upon the machine Management of Masters Mercedes automobile garage set a specific time each week to get the car up to customer can use the service For problems that require specific diagnostic and repair longer, Manager of Masters Mercedes automobile garage book an appointment with the customer by mobile phone Phase 2: When the customer appointments, mechanics charge each car will communicate directly with customers about the status of the car or test drive a short distance with customers to explain, pointing out the issues of concern car In the course of work, auto mechanics will record the entire history of each car repairs Manager of Masters Mercedes automobile garage quotes and appointment time to complete scheduled service to customers They are the point of contact with customers as well, confirming the status of vehicle diagnostic initial customers, offering advice on issues arising Auto mechanic repaired the damage of the vehicle, while maintaining the maturity department In case of detection of worn parts should be replaced Manager should confirm customer comments for the replacement of these components and the customer should be evaluated before implementation Once the customer agrees, conducted mechanic replaced the right type and quality At the same time, auto mechanic work schedule recording made on the basis handbook to explain to customers when they pick up the car, it is also an important basis for tracking vehicle status later Phase 3: After completing car repairs, car was taken out of the running to try and give that party Manager shall evaluate the quality of service and information to customers baptism when the car was repaired and ready to ship Customer procedures and payment received by an employee vehicle handover Get to know the unique characteristics of a service company that typical is Mercedes Masters? 2.1 General characteristics of a services company 2.1.1 The perishability Services can not inventory, not stored and can not transport from this area to other areas Therefore, the service consumer is limited by time Also from this characteristic that imbalance to balance supply and demand relationship locally between different times in the same time Characteristics of perishable production services regulations and consumer must also continue in limited time If you not comply with these conditions will not have the opportunity to purchase and consume them Services can not be stored Do not keep count of the service is not too large if the problem is demand for stable and predictable But practical service needs are often unstable, fluctuating, the company providing the service will meet the obstacle problem of the use of human resources and technical facilities Services only exist at the time that it is provided As a result, services can not be mass produced to take into stocks when the market demand to its release 2.1.2 There are directly involved of customers For enterprises, the supply of services to their customers, in addition to its role as consumer services (similar to the goods used for material production enterprises), also plays the role of the participate in service creation In creating relationships service delivery between businesses and customers, the productivity of different businesses will generate yield different services but on the other hand the quality of different customers and create different capacity The business with the basic features of the service sector make the business difficult to develop forms provide services remotely (via the Internet or via telephone,etc, ),process so direct meeting with customers is inevitable and therefore the management of customer involvement in this process is inevitable But the service providers and service consumers to happen simultaneously The service providers and customers have contact with each other to provide and consume services in locations and time suitable for both parties For some services, the customer must be present during service delivery 2.1.3 Assessment services through the tangible elements and capabilities For services, consumers may need to place where the service is "created" That is, to be sold or services provided to customers before they see the real benefits of it This makes customers feel desperate when buying services, so to buy a service or a product together with services, clients must be fully informed of what they would have in the entire stages of the buying process and use of the product or service One does not need the input materials such tangible production lines or plants to produce services, but the most important role in service activities is the human factor, represented by the gray matter and the use of specialized skills with the support of tools, equipment not in muscle strength or activity associated with the massive production line For those services with traditional services such as repair and maintenance of automobiles, the importance of the material and technical basis is very important 2.2 Characteristics of maintenance services, automobile repair In addition to the general characteristics of a services company usually has, maintenance services, automobile repair, there are distinct characteristics as follows: 2.2.1 The periodical Currently, cars have become increasingly transport more common in Vietnam Those who wish to use their car vehicles are always in the best condition, safety and economy Some car parts are worn in a natural way during operation If it is not checked, replaced and regular maintenance, the operational features will decrease, leading to severe damage and even become unsafe during use The purpose of the periodic maintenance inspection, repair and replacement according to a certain schedule to ensure the best operation for all parts on the car Routine maintenance helps vehicles avoid major damage, cost savings and ensure the safety of cars In addition, routine maintenance helps your car operate in accordance with the regulations on safety and the environment Periodic maintenance is the maintenance of the car in a certain period (to be determined by the distance or time of use) 2.2.2 The genuine According to the carmaker in the world, the automotive parts market is a lot of different types So people should learn carefully to avoid deception about the source, origin and quality of goods Genuine Car Parts is the product of genuine automobile manufacturers offer Car manufacturers design specifications and ordering spare parts factories then be checked, monitored and bearing the label of the automobile manufacturers Car manufacturers organization providing spare parts on a global scale Usually only genuine parts from the official dealer at Vietnam's automobile manufacturers and providers can get there; however can also buy from the official dealers of automobile companies including overseas This creates opportunities and increase price competition, benefit consumers Therefore, genuine tend to be higher but with quality assurance warranty seriously 2.3 Compare the difference of Masters Mercedes automobile garage compared to other competitors in the maintenance and repair of cars Spare parts, components and Sustainable, genuine, quality assurance competitors to other compared garage automobile Mercedes the Masters service of equipment Service maintenance, Prestige, to meet the needs and replacement and repair satisfaction of customers Staff at Masters Enthusiastic,thoughtful, Mercedes automobile responsible and skilled garage Physical facilities Adequate, equipped to meet the needs of customers Figure 2: The difference in the service of Masters Mercedes automobile garage The Masters Mercedes automobile garage organizing its operational activities like? Phase 1: Providing and receiving customer requestshàng Provide customer requirements Manager Staff Reception duties, work Phase 2: Diagnosis status cars Report diagnostic results Staff Manager To receive information and reports Phase 3: Implementation of repair services of cars Report results of work Staff Manager To receive information and reports Phase 4: Exchange ideas with customers Status notify, the date of completion Manager Customers Feedback Phase 5: Exchange ideas with customers Manager, staff Handing over the car, payment procedures Customers Payment and pick up the car 10 The Masters Mercedes automobile garage can make a difference in how it compares with other dealers of Mercedes? 4.1 The criteria to make a difference The capacity of fit fit of quality quality The The ability to to ability serve serve The The The quality The quality of design 4.2 Compared to other dealers of Mercedes, Masters Mercedes automobile garage creates the difference by: 4.2.1 Creating the difference in capacity a) Ready: Masters Mercedes automobile garage design care good car dealers in Vietnam unprecedented They own a set of specific time each week when customers can get the car to the repair service, fast maintenance or oil changes, tune machine Staff at Masters Mercedes automobile garage is always ready to meet the customer's requirements In order to allocate available resources to serve the requirements of customers and employees in the garage for calling customers to remind term maintenance and care of regular customers through Customer Care Handbook This helps customers remember the inspection schedule and maintenance of automobiles At the same time, Garage know in advance to schedule customers will use the service to allocate resources, ready to meet the customer's requirements b) Reliability: The reliability was confirmed by the prestige of the Masters Mercedes automobile garage in providing repair services, maintenance of cars Customers can rest assured when parking in the Masters Mercedes automobile garage in severe cases damaged vehicles In addition, staff are always happy to advise, explain to the client understands the problems encountered cars, consult with the 11 client as replacement parts, components or equipment in the car The equipment, components and spare parts to ensure quality, genuine, consistent with the standards All replacement parts are arranged in a small box in your car clean A number of alternative components are identified and brought to the customer evaluation Once repaired cars, cars are clean and spray perfume When to use the service at the Masters Mercedes automobile garage, customers always feel confident and safe c) Ability warranty: This indicator, although not explicitly mentioned in the case study, but is outlined over the operation and services Masters Mercedes automobile garage offers International Automotive is replaced by the genuine parts to ensure quality All cars encountered problems are handled quickly and perfect Diverse service providers, customers understand the issues facing the car, advice satisfactory solutions, fast cars restored state ready to move Masters Mercedes automobile garage also built a network of other service providers can reuse old components and agents providing services that Masters Mercedes automobile garage does not have (such as the work on the the vehicle body, correction, stuffed back cushions,etc) 4.2.2 Creating the difference in quality of fit The quality of the fit is shown in creating a product or service meets the specifications, quality independent design The quality of fit shown in four aspects: technology, technical infrastructure, staff, management team - Technology: Technology that Masters Mercedes automobile garage used in accordance with the size and type of business Technology always updated to be able to repair and maintenance in the best way - Technical facilities: Masters Mercedes automobile garage with modern infrastructure, and can meet the requirements of customers in a short time For long service repair, Masters Mercedes automobile garage has its own lounge area with full equipment, service, drinks to customers is safe, comfortable, not feel troublesome when fixing maintenance cars long - Employees: Customer care workers, auto mechanics at the Masters Mercedes automobile garage styled professional service, enthusiastic, attentive customer By using this service, customers are staff dedicated guidance, explaining that vehicles encounter problems specifically with visualization tools to test drive 12 - The management team: is responsible for the work and duties of workers making repairs, car maintenance customers The manager is the focal point for communication with the client informed of the vehicle status, price notification, the costs incurred in the process of maintenance and repair of vehicles Professional management and operational activities are closely difference when customers come first with Masters Mercedes automobile garage 4.2.3 Creating the difference in design quality The quality design was created prior to creating products that transform clients' desires through the specification, design and engineering through quality function deployment (QFD) These criteria represent the difference in design quality of Masters Mercedes automobile garage include: - Quality Market Research: Customer care staff at Masters Mercedes automobile garage conducted the survey portion of the market through proactive contact form by other means such as email, phone, to the customer goods, customers schedule reminders care, maintenance of cars - Quality of service providers: Services provided by the Masters Mercedes automobile garage diverse, rich and solve problems that customers cars, car repairman skilled, professional - Quality assessment: After completion of repair services, maintenance, mechanic work reports results to management Staff quality assessment for vehicle testing to check the status of the car before handing over to the customer This phase has an important role in assessing the quality of work completed 4.2.4 Creating the difference in the ability to serve Ability to serve as the ability to warranty and repair or replacement of the product or service after selling products and services The criteria for evaluating service capability that Masters Mercedes automobile garage want to make a difference include: - The rapid: Staff dedicated customer service, repair time, maintenance quick and convenient for customers to ensure on-time performance of the customer -Capacity: Manager at Masters Mercedes automobile garage assess knowledge, skills, attitude and values embedded within the staff based on identified objectives, guidance and feedback during the process The capacity of staff associated with 13 assigned tasks and objectives implementing the Masters Mercedes automobile garage desire to reach to each work location of each employee If an employee has good capacity, is properly positioned with appropriate working conditions will have high work efficiency and bring value to the garage - Integrity: Staff and auto mechanics as well as the management team at the Masters Mercedes automobile garage always behave courteously with customers, honest work and quality of service In addition, the owners of the garage also consider the possibility of providing an additional monthly training sessions to instruct customers how to achieve "medal" 200,000 kilometers of Mercedes Masters Mercedes automobile garage efforts to bring customers the best service and create a reputation of customer satisfaction 14 CONCLUSION Nowadays, with the development of science storm technology, the explosion of information, along with the element of surprise in a row happens to the economy of each country should be the formulation of business strategy business properly are very necessary Therefore automotive industry as well as other sectors of the national economy wanted to sustainable development, it will also need a proper plan and strategy must always perfection strategic plan accordingly with each period, each phase Through strategic planning and action steps to build a scientifically predictable opportunities and risks may be encountered and the solutions In any time period, any period of market mechanisms, the strategic plan is always essential and indispensable for production and business activities, the existence and development of enterprises The strategic plan but still new but plays an important role, determining survival, the rise and fall of the company Through the targeted system, model key strategies that define, creating an overall picture of how the measures that the company will have to make to reach in the future In the market economy, and the construction business has been and will be many opportunities in the manufacturing business However, due to the impact of the business environment to risks and difficulties appear more and more For production and business development, which requires businesses need to accurately assess the production and business activities in the past year From there, draw out the experiences, successes and limitations to be aware in the market place The establishment of strategic solutions is imperative for businesses today, but to have viable strategies need to analyze accurately forecast business environment: macro, micro and local businesses On that basis the matrix of opportunity - risk; strong weak to make strategic combination 15 LIST OF REFERENCES 1) Lecture course management activities, Dr Le Hieu Hoc, 2014 2) Managing the operation, Nguyen Thanh Hoan, 2013 3) Production Management business, Tran Minh Phuong, 2013 4) Quality Management, Doan Manh Toan, 2013 5) Corporate Governance Handbook, Nguyen Anh Ngoc, 2013 6) http://www.voer.edu.vn/ 7) http://www.vi.wikipedia.org/wiki/ 8) http://www.ytuong247.com/ 16 ... detect and remedy if vehicles are maintained and repaired in accordance with regulations periodically Maintenance and repair is done mostly in the garage That most garages have been built long ago... Masters Mercedes automobile garage through chart are as follows: Diagram 1: The service pack of Masters Mercedes automobile garage Start Advertising the service services of Garage Collect customer... automobile garage compared to other competitors in the maintenance and repair of cars Spare parts, components and Sustainable, genuine, quality assurance competitors to other compared garage automobile