III.

WALKER AUTO SALES AND SERVICE

Walker Auto Sales and Service (WAAS) is a full-service distributor for a national car
brand. In essence, WASS provides three main services: sales of new cars, sales of used
cars and repair service and maintenance.
Due to the competitive nature of the market, the owner of the company, Darren Walker,
wishes to adopt a more systematic strategy to improve the service and provide a high level
customer satisfaction. Through surveys, focus groups, and analysis of data and information
about complaints, he has identified some important requirements for these services.
Customers expect a favorable impression when are at the dealer, a wide variety of vehicles
and options to evaluate, available sales staff, being greeted immediately and the feeling of
comfort without pressure. They also expect a courteous salesperson, with knowledge in
automobiles, respectful of their time and who fulfills his/her promises.
On the repair and maintenance service, customers want to count with an explanation
about the work to be done, to be aware of any additional work required and that all work be
reviewed until its completion. They want precise time estimates and good communications
with the service department.
Providers play an important role in the business and the whole chain of evaluation.
The dealer needs quality parts, product availability, on-time delivery and fair prices. WASS
also receives corporate support for employees benefit and certain training programs,
information technology planning and development on the intranet and internet, marketing
and advertising and guidance on strategic planning.
WASS faces growing competition on skills of qualified employees, and customers
changing demographics that are leading to a growing demand, and tougher competition from
new foreign distributors that are re-locating in their market area. Darren recognizes the need
"to become a distributor of choice" in his market.
Based on the principles of total quality and infrastructure analyzed in chapter 1 and
the unique nature of services described in chapter 2, explain some of the issues that Darren
should consider to achieve his vision. Develop a list of plans of action that he must consider.
Nombre: Maritha Tambini De la Pea

- Darren must keep in mind that the TQ focuses on customers and

shareholders , the first thing to do is to see and analyze the need for
consumers to ask , you have to choose which with the most lost
market products and special attention being put on them. It must
improve processes that include the best selling products and services
more orders.

- It should be understood that to achieve the objectives of the

company needs everyone within the organization to participate ,
you need a job well developed team , each employee also
undertakes to conduct its activities in the best way. Darren service
offers , there is a lot of contact with consumers is needed so that
employees have a friendly and respectful towards people
treatment.

- In any organization, the person who best understands your work and
how to improve the product and the process is performing it.

- TQ focuses on customer-supplier relationships and encourages the

participation of the entire workforce in solving problems of the
systems, especially those that cross functional boundaries.

- It needs continuous improvement to all areas that are involved in the

process, improve together. The objectives of response time , quality
and productivity should be considered together.

- It takes a process approach because it supports continuous

improvement efforts helping to understand the synergies and to
recognize the true source of the problems .