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ALLANA MANAGEMENT JOURNAL OF RESEARCH, PUNE - Volume 4, Issue 1, January 2014 - June 2014

Pages: 24-34
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DESIGN AND IMPLEMENTATION OF SERVICE IDENTITY AT DEALERSHIP NETWORK - A CASE STUDY`

Author: Govind Hemrajani

Category: Human Resource Management

Abstract:

The paper delves on the strategies adopted by a key player in two wheelers to emerge as a robust player in the industry after being ridiculed as
complacent by the rivals. To maximize customer convenience, the
organization undertook massive efforts with a mega project named “Service
Standardization‚ÄĚ at dealership network. The project covered the development of
service standards in terms of space, layouts and the elements which make the service
experience for potential customers. The paper contributes towards providing the
vital insights to the industry and practitioners into the design and implementation of
the service standards for better planning and control.