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In: Operations Management

Cyrus works as an assistant manager at the Clean-Up Car Wash. A customer complained to the...

Cyrus works as an assistant manager at the Clean-Up Car Wash. A customer complained to the manager that the car wash damaged her rear window wiper. The manager, Jia Li, asked Cyrus to determine whether this is a serious problem. If so, Jia expects Cyrus to come up with a solution.

a. What are some reasons that Jia Li would not automatically assume that damage to rear window wipers is a problem for the business?

b. What techniques would you suggest that Cyrus use to determine whether this is a problem?

c. What ideas for solving the problem would you suggest to Cyrus?

Solutions

Expert Solution

In this condition if Jia Li refuses to take any action against the specific condition then it could provide negative mouth to mouth publicity of the specific small business in its respective environment. Having in mind about this consideration, the manager is likely to think that this could be a serious problem for the business. If the damage is happening because of the machines used at car wash then it is a serious problem for the organisation as it could directly decrease the quality of the services being provided to the customers.

In this condition Cyrus should check closed circuit tV monitoring cameras for determine if the machine is responsible for the damage to the rear wiper of the car. Other implementation should be the physical check of the machine by passing a used car with a similar viper to understand the critical level of damage to the specific part of the car.

In the condition if the car wash actually damage the rear wiper of customers car then cyrus should be specifically responsible for providing compensation or repair to the specific part of the car to the customer. In order to maintain battery customer care service he must also have to offer some free car washes in reward to the specific employee in form of apology for the specific inconvenience in the car wash. Implementing the structure would increase the quality of the service is being provided by the specific organisation and increase the chances of better customer retainment and provision of the Quality Services.

keosha answered 1 year ago
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