...A case analysis of “Enterprise Rent-A-Car: Measuring Service Quality” A Case Analysis of “Enterprise Rent-A-Car: Measuring Service Quality” I. Statement Of The Problem General: Enterprise’s managers wondered how they could improve the customer-satisfaction-tracking process. Specific: To identify and take action on customer service problems quickly and efficiently. II. Areas of Consideration There are two major factors contributing to the problem. First, although the company is getting a 25% response rate, in which the results indicated a big difference between the best performing and the weakest regions where the business is operating, the survey results were not meaningful enough in giving information. Second, the survey could take up to two months to get the results back, and the company believed it needed a process that would get the customer satisfaction information more quickly, so its branch managers could identify and take action on customer service problems quickly and efficiently. III. Alternative Sources of Action I may suggest a number of other possibilities rather than just mailing survey forms to their customers. Enterprise could put up a survey form in each vehicle so that people experiencing a problem could record/report it while it is still fresh in their minds. And customers could mail these in turn or turn them in whey return the car. I may also suggest that Enterprise employees could hand the customer the questionnaire...
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...MARKETING Enterprise Rent-A-car Case Study MARKETING Enterprise Rent-A-car Case Study Enterprise was considered the world’s largest rent-a-car company by its executives because of its laser-like focus on customer satisfaction and because of its concentration on serving the replacement market. By operating in this market and by defining that the key to success is to make their customers happy, the quality and the speed of the service are the main concerns of this company. And that’s why Enterprise is investing in researching (which they’re doing through a survey) so that they can act and take measures according to the results of the survey so they can improve their customers satisfaction. This motto by which the company is governed, was first implemented by its founder, Jack Taylor, whose advice was: “if the company took care of its customers and employees first, profits would follow.”. The company’s top managers decided to use the survey results to calculate an overall average ESQi score for the company and a score for each individual branch. The survey’s first question took care of that overall average ESQi score for the company as it pretends to analyse its customer overall level of satisfaction with the service, using a satisfaction scale. Followed by an open-answer question trying to obtain suggestions for improvement so that Enterprise can continuously match to their customer needs and wants, and always investing in the company-consumer relationship. The next question...
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...Recruitment and Selection at Enterprise Rent-a-car Case Study Introduction Enterprise Rent-A-Car (Enterprise) was founded by Jack Taylor in 1957 in the basement of a car dealership in St Louis in the USA. The business began with only seven cars. Today, Enterprise is the largest car rental business in North America with more than 7,000 offices in the USA and more than 900 in Canada, Puerto Rico, the UK, Germany and Ireland. In 2007, Enterprise had 728,000 rental cars in use, employing over 65,000 people with an annual turnover of over £4.5 billion. There are four operating units: Enterprise Rent-A-Car, Enterprise Fleet Management, Enterprise Car Sales and Enterprise Rent-A-Truck. Whilst customers within each of these markets need different products, all customers, whether business or private, need a speedy, convenient and reliable service. The car rental market is increasingly competitive. Enterprise continues to expand its range of services to meet customers' needs. In addition to business rentals at airport and city locations, it also provides replacement cars for accident repairs, courtesy cars for garages and short-term holiday rentals for breaks or special occasions. Enterprise also offers a collection service to take customers to their hire cars. Maintaining high levels of customer satisfaction is a key driver of growth for Enterprise. Enterprise emphasizes delivering first-class customer service, regularly winning awards for its efforts in this area. Its small, local...
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...References 9 Rent A Car Question 1 In 1957 Jack Taylor founded this rent a car enterprise and now Rent a car enterprise is one of the foremost car hire companies and is the largest purchaser of cars in the world. In order to deliver their service company has 75000 employees and follow the concept which believe by the founder of the rent a car called” Take care of your customers and employees first and profits will follow” from that perspective management of the company set four interrelated objectives there are (Farndale E , 2011) * customer satisfaction In here management mainly concern about their customers and the quality of the service they deliver to their customers. In order to measure the quality of their service company use enterprise service quality index. (Bardwell J, 2004) * Fleet growth Through the fleet growth management consider about the convenience of the employees as well as customers. This may lead to grow the customer loyalty of the rent a car enterprise. * Employee development. In here management consider about the carrier development of the rent a car employees because company believe that customers expect to be treated in a particular way by a service oriented business. Therefore to deliver great service enterprise needs well- trained and well- motivated staff. (Hallowell R, 2004) * Profitability Management concern about the profitability if they satisfy the above three objectives in an effective mannerRent a car enterprise believes...
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...Topic Table of Contents Page No. Task 1 1.1 Personnel management and Human resource management. 3 1.2 The functions of human resource management (HRM) in the Enterprise Rent A car 4 1.3 The roles and responsibilities of line managers in the HR department of Enterprise Rent-A-Car 5 1.4 Analyse the impact of UK legal and regulatory framework on human resource Management 6 Task 2 2.1 Analyse the reasons for Human Resource planning for Enterprise Rent A Car: 7 2.2 Outline the sages involved in planning its human resource requirements 8 2.3 Compare the recruitment and selection process of for Enterprise Rent-A-Car 10 2.4 Evaluate the effectiveness of the recruitment and selection techniques of the two 11 companies discussed above. Task 3 3.1 Assess the link between motivational theory and reward at Enterprise Rent-A-Car 12 3.2 Evaluate the process of job evaluation and other factors determining pay 13 3.3 Assess the effectiveness of reward systems in two different work contexts 14 3.4 Examine methods that are being used by businesses to monitor employee performance 15 Task 4 4.1 Identify the reasons for cessation of employment with Enterprise Rent-A-Car 16 4.2 The Exit procedures in two different organisations. 17 4.3 The impacts of the UK regulatory framework on employment cessation arrangements 17 Reference 19 Task 1 1.1 Personnel...
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...Case Study MEMO to: | Audrey Redford, BECO 4310--002 | from: | Lauren Estrada | date: | February 13, 2015 | RE: | Enterprise Rent-A-car | | | There is an industry motto that states, “there are two types of car rental companies. Those who lose money and Enterprise”. Enterprise Rent-A-Car was started in 1957 in St. Louis, Missouri by Jack Taylor. Taylor founded the company offices in neighborhoods, and not at airports, because he believed that the Americans would welcome local option for rental cars when their vehicles were repaired. In 2010, the company had more than 6,000 rental locations in the United States and 850,000 fleet vehicles in operation. Enterprise Holdings (including Enterprise, National and Alamo brands) account for almost half of the car rental market and was more than twice as Hertz, the number two competitor. The competitive advantage of the company was the result of the combination of its practices in hiring, training, compensation, organization, customer service, IT and fleet management, among others. In the seemingly flawless company this case presents, the only thing that struck me as a problem was that they have relatively high turnover considering they put so much time, effort, and funds into training their employees. Of the entrants in their training program, 25 percent of new hires left within the first six months, and an additional 25 percent left within two years- that's just about 45 percent of their new hires gone. Based on how...
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...“Enterprise Rent-A-Car” A Case Study Solution Submitted By: Group ‘B’ (Bimee Maskey, Hrizu Adhikari, Krishna Dahal, Mahesh Bhandari, Sacheet Pandit, Sampada Paudel) Submitted To: Prof. Dr. KD Koirala SOMTU Date: 31st Dec, 2014 Kirtipur Enterprise Rent-A-Car Case Summary: Enterprise Rent-A-Car is founded by Jack Taulor in 1957. It is a Private car rental business with a fleet of more than 850000 vehicles which is based in St Louis, Missouri with services in the US, Canada, Germany, Irelance, Puerto Rico and UK. It is an international car rental company with a multi-billion pound turnover. Enterprise is an extended 'family' of more than 66,000 employees. It is the largest rental car company in North America but has the approach and feel of a small business. The business is synonymous with exceptional customer service. Enterprise Rent-A-Car (EARC) maintains a unique selling proposition in the rental automobile industry, describing its greatest idea as personal service. This proposition is built into every facet of ERAC’s operations from point-to-point car delivery to a 427,000 rental-vehicle fleet. The business has been shaped by various concepts like: treating customers like good friends and neighbors, which has enables ERAC to grow to a point where the automotive operations have annual revenues in the billions, a fleet of cars and trucks with the numerous employees. ERAC became the industry leader in terms of fleet size and market presence with the revenue...
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...customers because parking is easier. Multinational businesses need to make many decisions about the location of their operations. At an international level, they might need to choose which countries or territories to operate within to maximise opportunities. Within each country, they would need to locate the head office. At a more local level, they may need to choose whether to locate within or around major cities. Enterprise Rent-A-Car is an internationally recognised brand, operating within the United States, Canada, the UK, Ireland and Germany. It is the UK’s largest car rental company. As the company has developed, it has sought to retain the personal feel of a smaller business. The company encourages its branch managers to take responsibility for local operations. This approach helps to create a dynamic service driven by the individual branches. This means that each branch is free to focus on the needs of its local customers, while delivering Enterprise’s values and high standards of customer service. Car rental is an extremely competitive market. There are many car rental...
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...Discuss the case study questions in your team, and use your collective ideas and knowledge of Enterprise Rent-A-Car to create a 10-minute presentation addressing the key issues. Your classmates and tutor will provide helpful feedback and suggestions CASE STUDY Measuring & Managing Customer Satisfaction Synopsis This case presents an overview of the customer-focused strategy that has catapulted Enterprise Rent-A-Car into position as the largest rent-a-car company in the industry. As of 2005, when the case is set, Enterprise had $8.2 billion in revenue, approximately 818,000 vehicles, more than 6,500 locations, and more than 61,000 full-time and part-time employees. From 1980 through 2005, the company’s revenues grew at a compound annual rate of 20.5 percent. Now well into their 5th decade of doing business, Enterprise was founded in 1957 by Jack Taylor, who began leasing cars while working with a car dealer in St. Louis, Missouri. When his customers lost the use of their cars due to accidents or the need for repairs, Jack saw the opportunity to rent them replacement vehicles. This led to the creation of Enterprise Rent-A-Car in 1962, a company which for much of its history focused exclusively on the "home-city" rental replacement market – local branches near our customers’ homes and businesses rather than at the airport. From the beginning, Enterprise has based its growth strategy on a simple philosophy. Jack Taylor believed that by taking care of customers...
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...Introduction of the marketing strategies. | 4 | Introduction to enterprise & definition of Ansoff’s Matrix. | 5 | Market development & product development. | 6 | Diversification, market penetration & summary. | 7 | Introducing Kellogg’s and Kellogg’s brands. | 8 | Marketing mix, packaging & advertising | 9 | Market research & communicating with consumers & summary. | Introduction The purpose of this report is to research two different marketing strategies that can be used by organisations to identify opportunities to grow. The two organisations used in this report are Enterprise Rent-a-Car and Kellogg’s Breakfast Cereals. The growth strategies include Ansoff’s Matrix and Branding. According to The Chartered Institute of Marketing, “Marketing is the management process responsible for identifying, anticipating and satisfying customer requirements profitably.” Enterprise Rent-a-car In 1957,Jack Crawford Taylor, an American entrepreneur established executive leasing in Missouri, united states which came later to be renamed as enterprise rent –a-car in 1962. With a vast network of over 6500 rental offices (5400 local markets locations and 419 airport locations) and over 850000 cars, enterprise rent-a-car is the largest rental car company in north America w99ith an annual revenue of $14.1 billion and 68000 employees. In fact with this statistics only enterprise could be considered as the largest in the United States. It has...
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...SECTION 1: Human resource management, Business environment and Human resource planning. LO1 a & b (26 marks). Question 1 With the support of relevant examples from the given case: Define personnel management and human resource management, and discuss TWO major differences between the two concepts. (6 marks) Analyze TWO potential external business environment challenges faced by Enterprise Rent-a-Car and their implications on the Company. (10 marks) Based on the challenges analyzed in Question 1b), above, suggest effective human resource planning process and methods, that can be used by Enterprise Rent-a-Car in determining the manpower needs for it’s international business expansion. Justify your answer with specific examples. (10 marks) Introduction This question will focus on defining and differentiating Personnel Management from HRM, it will also examine some technological and social challenges, as potential external business environment challenges faced by the company, and will discus an effective HR Planning process and method to address those challenges. a) Definitions and Differences Personnel Management: Is the administrative discipline which mainly works around Industrial/ Employee/ Labour Relations and activities connected with grievance handling, negotiations, enforcement of labour statute, looking after welfare of employees and so on. Human Resource Management: The process of hiring and developing employees so that they become...
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...Viability of Adding Alternative Fuel Vehicles to Lotus Rental Car Fleet The focus of this paper is to estimate the importance and feasibility of adding alternative fuel vehicles to the Lotus Rental Car fleet. This paper is addressed to the Chief Financial Officer. There are many types of alternative fuel vehicles (AFV); however, this paper will be focusing on hybrid vehicles. The discussion will cover the overview of existing operations, the advantages and disadvantages of adding AFV’s, the summary of the examination, and the recommendations on why and how it should be implemented. Current Fleet Status The Current fleet size for sister companies, Alamo, Enterprise and National, carry nearly 450,000 cars combined that achieve 28 mpg or better. The introduction of EPACT in 1992 introduced AFV’s into the US market, where they were mainly used by government agencies. The common term used to describe AFV vehicles is light duty vehicle (LDV). In addition, federal fleets are required to use dual-fuel vehicles unless a waiver is granted. Because of high oil consumption in the US transportation sector, concerns about national energy usage began to rise. This raised many questions regarding the resulting environmental impacts of greenhouse gas emissions. An example of this was in 2008, when it was estimated that the transportation sector emitted 1,930 million metric tons of carbon dioxide, which represents a 33.2 per cent share of total carbon dioxide emission from all sectors...
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...Recruitment and selection at Enterprise Rent-A-Car Introduction Enterprise Rent-A-Car (Enterprise) was founded by Jack Taylor in 1957 in the basement of a car dealership in St Louis in the USA. The business began with only seven cars. Today, Enterprise is the largest car rental business in North America with more than 7,000 offices in the USA and more than 900 in Canada, Puerto Rico, the UK, Germany and Ireland. In 2007, Enterprise had 728,000 rental cars in use, employing over 65,000 people with an annual turnover of over £4.5 billion. There are four operating units: Enterprise Rent-A-Car, Enterprise Fleet Management, Enterprise Car Sales and Enterprise Rent-A-Truck. Whilst customers within each of these markets need different products, all customers, whether business or private, need a speedy, convenient and reliable service. The car rental market is increasingly competitive. Enterprise continues to expand its range of services to meet customers’ needs. In addition to business rentals at airport and city locations, it also provides replacement cars for accident repairs, courtesy cars for garages and shortterm holiday rentals for breaks or special occasions. Enterprise also offers a collection service to take customers to their hire cars. Maintaining high levels of customer satisfaction is a key driver of growth for Enterprise. Enterprise emphasises delivering first-class customer service, regularly winning awards for its efforts in this area. Its small, local office structure...
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...Title: The Fall of IBM Date: September 20, 2013 I. Executive Summary The purpose of this case study analysis is to analyze the situation of IBM in the 1990s, to come up with possible mutually exclusive alternatives for IBM’s management and ultimately, to recommend a possible strategy to regain back IBM’s throne in the industry. The problem of the case study is all about the survival of IBM in a much more competitive market ever encountered by the company. And also, overcoming new challenges brought about IBM’s new management and the dynamic technological environment. The methods of analysis used for this case study are the Porter’s Five Forces Model and the ANSOFF matrix analysis. Brief explanations were provided in each of the methods used for analysis. After analyzing the case study, the following three mutually exclusive alternative course of action were developed: 1. Decentralize Management; 2. Invest heavily on research and development and; 3. Partner with suppliers From the alternatives, I recommend that IBM should partner with its suppliers. Collaboration with suppliers will increase business flexibility and executive level business decision support. This will surely bring the most benefit for the company among the other alternatives course of action. The suppliers play a great role in the industry and having strong connections with them can help the company survive and even excel in the industry. Outline and Implementation: ...
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...www.thetimes100.co.uk Recruitment and selection at Enterprise Rent-A-Car Introduction Enterprise Rent-A-Car (Enterprise) was founded by Jack Taylor in 1957 in the basement of a car dealership in St Louis in the USA. The business began with only seven cars. Today, Enterprise is the largest car rental business in North America with more than 7,000 offices in the USA and more than 900 in Canada, Puerto Rico, the UK, Germany and Ireland. In 2007, Enterprise had 728,000 rental cars in use, employing over 65,000 people with an annual turnover of over £4.5 billion. There are four operating units: Enterprise Rent-A-Car, Enterprise Fleet Management, Enterprise Car Sales and Enterprise Rent-A-Truck. Whilst customers within each of these markets need different products, all customers, whether business or private, need a speedy, convenient and reliable service. The car rental market is increasingly competitive. Enterprise continues to expand its range of services to meet customers’ needs. In addition to business rentals at airport and city locations, it also provides replacement cars for accident repairs, courtesy cars for garages and shortterm holiday rentals for breaks or special occasions. Enterprise also offers a collection service to take customers to their hire cars. Maintaining high levels of customer satisfaction is a key driver of growth for Enterprise. Enterprise emphasises delivering first-class customer service, regularly winning awards for its efforts in this area. Its small...
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