...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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...How has Enterprise Rent-A-Car (ERAC) defined its service differently than that of the typical national car rental company? Basically, ERAC focuses on customers’ convenience. In order to support their convenience, ERAC has established a lot of its branches over the regions, which makes the company offer rental service within 15 minutes. In addition, it provides customers shuttle service to bring them at their homes, offices, or repair shops without fee. So, customers can easily use its service at homes or repair shops. The company segments customers more widely than other car rental companies. While typical car rental companies usually catch the people who need a car for trip or business for customers, ERAC expands the range of customers to the people who need a car because of repair service, theft, or special purpose like treating guests or family trip. Customers can choose what they want to ride from the variety of kinds of cars from small cars to luxury cars. Also, ERAC serves its cars at lower price than that of other rental companies in spite of having lot of cars. It can be possible because ERAC reduces cost by keeping its cars on the road for six months. 2. What features of its business concept allow ERAC to compete effectively with the existing national rental car companies? As mentioned previously, having many branches makes value for ERAC. From this, the company can provide convenience to customers. Whenever customers want to use its services, Enterprise promptly...
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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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...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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...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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...“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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...Policy Enterprise Holdings, Inc. Individual Case Assignment Student Shonethia M. Cooper March 25, 2013 Enterprise Rent-a-Car Company is a privately owned, internationally recognized brand that was founded in 1957, by Jack C. Taylor. Taylor was born and raised in St. Louis, MO. After graduating high school in 1940, Taylor enrolled in Olin Business School at Washington University in St. Louis. Between 1942-1945, Taylor began to serve in the United States Navy as a pilot of an F6F Hellcat fighter from the decks of the USS Essex (CV-9) and the USS Enterprise (CV-6). With hard work and dedication, he eventually became known as a high-ranking, distinguished lieutenant. In 1957, Jack had an idea that would come to be known, internationally, as the leading provider in the rental car industry. Following WWII, Taylor started a small trucking business. Shortly after, he decided to seek employment at Arthur Lindberg’s Cadillac Distributorship, a local car sales lot. By 1957, Taylor was very successful at Lindberg’s, where he quickly became the sales manager. Soon after, he approached his executive officer about a vision about starting an automobile leasing company. After explaining the details to his overseer, and convincing them of the potential market that they could enter, Lindburg quickly began to aid Taylor in establishing Executive Leasing in the basement of Arthur Lindburg. Jack Taylor began his dream with seven rental cars that, by the...
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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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...P6 – Explain the operational issues in relation to the use of business information. In this essay I will explain how a business such as rent a car enterprise deal with operational issues and also how their employees manage to In my research I have found that rent a car enterprise receive massive amounts of information. However, some information could possibly be more important than others, as a result the following policies have to be put in place so that the information is managed accurately. The first policy is security data, this is effective because it protects database from any person who tries to hack into the system without the right details or legally. Secondly, backups: this is the process or data that has been copied so that it may be used if the original data stored is lost or stolen. Thirdly, Health and safety regulations: All organisations must follow this policy as it ensures and prevents accidents or injuries in the workplace. And lastly, business continuity plan set of documents, instructions and procedures which enable a business to respond to accidents or emergencies and threats without any stoppage or hindrance in its key operations. Now, I will write about how a business such as rent a car enterprise keep their data safe and the benefits of using these ways. Rent a car enterprise can download an anti-virus software on their computers which prevents hackers from gaining access to any of the company’s data, also increasing security by providing log in and...
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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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...Individual Case Analysis Enterprise Rent – A – Car Executive Summary Enterprise Rent – A – Car is one of the largest players on the market today. This company has selected a specific target market, in which they have been outperforming all their competitors for many years. Unfortunately, other companies have noticed their success and decided to break into their market to achieve a part of the market share, hence their revenues. In addition, the company holds much weaker marketing strategy which started to set the company behind among their competitors. Their customers sometimes were not aware of their branch locations, and one out of five randomly selected people on the street were not even familiar with the company. On the other hand, the success has been shown throughout their strong culture which holds a mentality of customer, employee than profits – in that particular order. This culture states that customer is the most important in the business, and doing everything for clients is the key of this business model. Second in place would be the employee, hence they are the ones who are helping those customers. Appreciation was shown in large bonuses and higher commission percentages than other companies would offer. Last part of the chain, was the profit. It was believed by the original owner Jack Taylor, that if company will look at out for the first two (customer and employee), revenue will follow which tended to work hence company could outperform many competitors...
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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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...The importance of customer service at Enterprise Rent-A-Car Introduction Most people probably think they know what Enterprise Rent-A-Car does. It is in the car rental business and operates a fleet of more than 850,000 vehicles. However, Enterprise Rent-A-Car has quite a different idea of what its business is all about. In Enterprise’s view, the business it is involved in is customer satisfaction. This is a characteristic that it shares in common with every successful service company, large or small. A service business is one that meets customer needs by providing them with a valued service. As individuals, all of us use services – having our hair cut, going to the cinema, drawing money out of our bank account and many other activities. Businesses also use services such as transport, insurance, and financial services. Enterprise Rent-A-Car is the number one rental car company in North America and arguably, the world. CURRICULUM TOPICS • Marketing and the business environment • Customer satisfaction • Evaluating customer service • Market research and development GLOSSARY Service: any way of providing benefits to a customer that doesn’t involve the exchange of a tangible good. Forbes: an American business and financial magazine. It produces lists of the biggest and most important companies in Britain, America and elsewhere. Private companies: companies that are owned by shareholders. These shares are not available for purchase by the general public. Revenue: the total value...
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...Marketing and product strategies for growth --Enterprise Rent - A - Car as a case Why did we choose this case? According to the material, we want to know how the Enterprises from the initial small company into the industry leader's.So we start with research from the following question. What is a marketing strategy? Marketing strategy is the fundamental goal of increasing sales and achieving a sustainable competitive advantage.Marketing strategy includes all basic, short-term, and long-term activities in the field of marketing that deal with the analysis of the strategic initial situation of a company and the formulation, evaluation and selection of market-oriented strategies and therefore contribute to the goals of the company and its marketing objectives. Marketing strategy includes: product strategy, price strategy, marketing channel strategy, promotion strategy, etc. Marketing strategy planning is a process of interaction and a process of creation and repeatedly. Ansoff’s Matrix(Explain how the diversification strategy within the Ansoff matrix differs from the other three strategies.): The Ansoff Matrix is a strategic planning tool that provides a framework to help executives, senior managers, and marketers devise strategies for future growth. Ansoff's matrix has four main growth strategies. Market penetration In market penetration strategy, the organization tries to grow using its existing offerings in existing markets. In other words, it tries...
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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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