Case Study Of Cranston Nissan

1642 words - 7 pages

Question 1 Categorize the quality problems in this casePersonnel1. promised to call customer about the status of the job but never did.2. caused customer to take several long trips to pick up the car without offering a loaner car.3. delivered car to customer with service problem not corrected.Shop1. fixed one problem, but then created another.2. gives body shop customer low priority in the repair shop.3. could not repair car when promised.Procedure1. lacks coordination between departments.2. has no one in charge, but rather, many employees are involved with the customer.3. involves ordering needed parts late.Product appearance1. indicates that exterior parts are not replaced properly after job is completed.2. reveals interior parts damaged by personnel.3. shows car received a poor wash job.This categorization can be represented by a cause-and-effect diagram. There are two primary causes for these problems. First, management has lost control of the very thing the company should excel in - customer service. No one is responsible for coordinating problems within two departments. Second, the company lacks a "quality culture"; employees should pride themselves in solving problems for the customer. An example of the lack of a quality culture is the actions of the employee who brought the car with obvious defects to the customer three times.Question 2 what are the probable causes of so many mishaps- Maybe somebody carelessly made mistake forgetting to recover the molding, breaking the rearview mirror of the car, or carelessly forgetting to recover it.- The car had already used for long time, May be has some potential damages were not easy found out. The mechanical show the problems, maybe didn't find out before.- Maybe there were less of requirements for reporting each process. Such as the check and sign requirement before acceptance for both of parties, the condition reporting and servicing reporting, the report for customers' information which also includes their requirements and complaints with time and event.- There was less specification or standard designed to standardization each process or flows, resulted the services provided to customer were very unprofessional and brought lots of inconvenience for other's job. Those specifications or standards including: the check and acceptance standard, repairing program standard, the customer service standard, the time standard for responding customer's requirement and solving their problems.- Maybe there was less motivation of the shop for staff. Thus they were bad serving and working attitude for customers that was slouching, no-zealous, serious attitude.- Maybe there was less monitor for their work, such as from their supervisors' scout, the duty manager, the videos.- Maybe the workers improperly operating that didn't follow the standard for each working process or flow, due to they less necessary knowledge or skill, resulted in those mishaps happening. They might wrong shifted the car or wrong treat...

Find Another Essay On Case study of Cranston Nissan

Case Study of The CRA Case

1731 words - 7 pages In this case study we are going to discuss the CRA case. The CRA case is mainly about the mining company breaking/dissolving the unions and making the employees sign the individual contracts. Here we will discuss and analyse how they went about pursuing the workers to leave the unions and sign the individual contracts. Before that we will briefly look into the profile of the CRA.CRA is a major Australian mining company, it is a large employer

Analysis of Tumi’s Case Study

1099 words - 4 pages In this essay, we will be discussing Tumi’s recent traumatic experiences and how two different perspectives, Socio-Cultural and the Biological perspective, will interpret these experiences in regards with Tumi. Both these perspectives will use certain evidence to support their ideals and justify their beliefs through psychology. We aim to compare and contrast the two perspectives with the use of Tumi’s case study, as well as other information

ADHD: Case Study of Gretchen

1279 words - 5 pages diagnosed neurobiological disorder in school-aged children. (CDC, 2011). Other studies suggest that rates of diagnosis are much higher. In the case study of Gretchen, it is unclear at what age her symptoms initially presented, however, the DSM specifies the criteria that “symptoms that caused impairment were presented before age 7 years”. In Gretchen’s case, it is clear that the onset was before age 8 as this was the age at which she first

Case study - rebranding of SKODA

798 words - 3 pages SkodaIntroductionThe re-branding of Skoda provides a useful case study of the challenges faced by brands wishing to reposition themselvesRemember the Skoda jokes?- What do you call a Skoda with a sun-roof? Answer: A skip- Why does a Skoda have a heated rear windscreen? Answer: To keep your hands warm when you push it- What do you call a Skoda with twin exhaust pipes? Answer: A wheelbarrowCritics of the Skoda would be surprised to hear the Skoda

Implementation of empowerment: case study

4163 words - 17 pages AbstractThe aim of this paper is to asses the validity of the empowerment thesis; the belief that new forms of work organisation are overturning traditional managerial structures and returning control of employees. Specifically, the essay seeks to explore the role of 'empowering forms of work organisation (in this case using Fab Sweets as the case study) and of occupational hierarchies, respectively, in influencing levels of employee autonomy.We

Case Study of Human Development

1126 words - 5 pages Case Study of Human Development Anne is a 22-year-old Caucasian female currently enrolled in college. She is enrolled as a full time student majoring in Criminal Justice. She lives in a single room on campus and is three hours away from her family. She is currently in the Later Adolescence stage of development and is dealing with several different life issues. During the previous life stage, Early Adolescence, several developmental

Case Study of Developmental Theories

1646 words - 7 pages where a person realises their full potential and works to be the best that they can be. This can be achieved anywhere from mid-adulthood. To achieve this level of the hierarchy a person must not only fulfil the other levels, but they must master them. In the case study, Amy seems to be in the love and belonging level. It’s evident that Amy is in a safe, secure environment and that her physiological needs are taken care of. Amy lives comfortably

Case Study of a Business

2542 words - 10 pages Case Study of a Business Rexam PLC is a Consumer Packaging company. Consumer Packaging is the packaging that reaches the consumer, e.g. Bottles and cans etc. Rexam PLC is the parent company of Rexam Glass LTD among other companies, and it is based in Britain. Rexam PLC has multiple business activities. One of their activities is the production of beverage cans and bottles, and almost 80% of Rexam PLC's sales come

Royal Bank of Scotland case study

3510 words - 15 pages INTRODUCTION This assignment was given by Madam Rosliza Manaf as the subject of his assignment of Business Information Management Strategy to all degree students with international business information technology business (CU202). Based on this assignment students were required to make a case study on computer RBS failure ' Caused by inexperienced operative in India ‘. Based on the case study is also required to give an idea of comparative

Rehabilitation Case Study of a Hamstring Tear

2031 words - 9 pages Rehabilitation – Case Study Introduction This case study is based on a twenty four year old Rugby Union winger. The injury the client has is a grade two hamstring tear in the left leg which also happens to be the dominate leg, this was caused by deceleration from a sprint and change of direction. Specifically it is the bicep femoris that is ruptured and is also the first time he has received this particular injury. The incident occurred four

case study on use of GSM

3882 words - 16 pages thanks goes to all my friends who have directly and indirectly supported and guided me for preparing the report. Sincerely Rajiv Raman Parajuli 3 ABSTRACT This study examines the use of Global System of Mobile Communication (GSM) among University students in Xi'an Jiaotong University, China. Survey approach was used in data collection from respondents and a sample population was selected from collected data from the university. Fifty four

Similar Essays

Nissan And Ghosn: Case Study Recommendation

1584 words - 6 pages Introduction In 1999, Renault bought equity in the Japanese automaker Nissan. As part of this bailout, Nissan borrowed Carlos Ghosn from Renault to become their first non-Japanese Chief Operating Officer (COO). To turnaround an unprofitable company, Ghosn imposed new management ideas despite deeply anchored Japanese business practices and culture. With his leadership, Ghosn lead and motivated Nissan’s employees, and the company became

Summary Of Case Study

723 words - 3 pages In the case study Chrysler and Gao Feng: Corporate Responsibility for Religious and Political Freedom in China by Michael Santoro, he states that multinational corporation doing business internationally faces complex ethical issues. The ethical dilemma Chrysler encounters is the corporate responsibility for religious freedom in China. In May 1994, Gao Feng a Christian was arrested in Beijing for planning a private worship service to remember the

Case Study Of Yahoo

3367 words - 14 pages Case study of Yahoo's practicesIntroductionIn this day and age, with the alternatives in industrial environment and the increasing progress trend of global economy, the changing business structure and fierce competition have been brought to force organizations to modify the market positions, corporate culture, resources and capacities continuously in order to survival and own the desirable market shares. Owing to the advanced economic and social

Case Study Of Hypertension

3470 words - 14 pages Case Study of Hypertension During my experience in volunteering, I chose a patient for the case study assignment. The subject I chose was identified as GKM. The patient’s chief complaint upon her visit to the clinic was for a follow-up on her hypertension and for more medication for this disease. GKM is a 56-year-old Caucasian female with the date of birth on 12-14-43. Her past medical and surgical history consisted of childhood