xpresso lube case analysis
TRANSCRIPT
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Xpresso Lube
“Quick-Clean Oil service”
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Introduction
• Theme:
Oil change station cum coffee bar.
• Entrepreneurial venture of Charlie Green.
• Started with the purpose of providing a unique,
pleasant and honest service to its customers.
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Service Package• SUPPORTING ACTIVITIES
– Location on a main street near the university
– University Automotive : transportation service to and from work, located
behind Xpresso Lube.
– Carpeted floors and numerous tables and chairs.
– Outside area covered for use in pleasant weather.
• FACILITATING GOODS
– Large waiting area converted to a coffee bar with a number of amenities.
– Stereo system for music.
– Current reading material appealing to different interests.
– Proximity to local shops like Half-Price book store, Wheatsville Coop
Foodstore, Amy’s ice cream, and Toy Joy.
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• EXPLICIT SERVICES
– To and fro transportation services from work.
– Customers can see the problem with the technicians directly due to the presence of lift
technology.
– Honest and reasonably charged services.
• INFORMATION
– Individual taste, preferences and requirements
are noted and taken care of.
• IMPLICIT SERVICES
– Music Bands to play in the evenings.
– Trust.
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Distinctive Characteristics• CUSTOMER PARTICIPATION IN THE SERVICE PROCESS
– The customers can accompany the technician to the car to see the faults.
• SIMULTANEITY
– Oil changing services are created and consumed simultaneously
• PERISHABILITY
– Unoccupied seats in the coffee house at any instant.
– Unutilized time of a technician.
• INTANGIBILITY
– Customer satisfaction due to oil change with a coffee house experience attached.
• HETEROGENEITY
– Unique service for each customer.
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• NATURE OF THE SERVICE ACT
– Tangible actions directed at the people as well as their possessions.
• RELATIONSHIP WITH CUSTOMER
– Discrete Transactions.
– No formal relationship.
• CUSTOMIZATION & JUDGMENT
– Highly customized service characteristics.
– Medium level judgments by customer contacts.
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• NATURE OF DEMAND & SUPPLY
– Demand fluctuation over time is low
– Peak demand can usually be met without major delay
• METHODS OF SERVICE DELIVERY (at the beginning)
– Only single site service outlet. (Now multiple sites)
– Customer travels to service firm
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Location’s Contribution
• Proximity to University Automotive :
It helps to provide to & fro transport from work.
• Site on a main street near the university.
• Proximity to many local shops.
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Value Adding Services
• Service+ auto mobile parts.
• Car wash and interior cleaning facilities.
• Radiator Flushing.
• Wheel alignment facilities.
• Membership service for regular customers.
• Reminders for next service.
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Presented by :Milan M – 13DM106Shahin Mohamed – 13DM169