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Enterprise Rent A Car

Customers play an integral role to the organizations forward progression. Enterprise understands the important of putting consumers needs first which is ultimately what makes the organization the number one leader in the car rental industry. Enterprise developed a platform of Total Quality Management (TQM) meets extremely satisfied consumers. In essence there is no middle compass, either consumers are completely satisfied overall, or completely dissatisfied. The company's approach to customer satisfaction is to create a consensus of superior customer service, which in my opinion goes far beyond the customer service from their competitors. As with any organization, customers have the role of becoming brutally honest about services rendered. Organizations establish a business model that embraces constructive feedback, in Enterprise Rent-A- Car's case; they integrated an Enterprise Service Quality Index (ESQi) to measure the quality of customer service of each local branch via telephone surveys from thousands of customers. Upon a customer's feedback of being completely satisfied, Enterprise earns a higher ranking based on an implied rating system of the consumers' level of satisfaction.

Enterprise maintains abreast of the latest technological advancements in order to remain competitive. The organization joined forces with Appian an innovative global provider of business process management (BPM). In 2008, Enterprise announced in a press release that they were going live with an Appian based Online Request System. This system would enable the organizations efficiency in fulfilling product requests and fleet order. The objective of this type of collaboration is to "consolidate functionality, increase manageability of service requests, collect process-based data for performance reporting, and utilize a common platform to accommodate rapid change and future growth" (Farrell, 2008).

Enterprise's "primary goal for the system was making the request process invisible - meaning employees don't need to know or do anything about the process of requesting, fulfilling, or following up," said Pat Steinmann, Department Manager of Request Services, Enterprise Rent-A-Car. "We had several significant requirements. In addition to being intuitive for our users, we needed the system to ensure adherence to our many policies and standards, enable the 50+ teams that work fulfillment tasks to manage their workloads efficiently, and enable our department to respond to a rapid rate of change. Appian provided the technology to meet all of those objectives, and also acted as a true partner, assisting Enterprise with knowledge transfer, best practices, and training, and listening to internal feedback on the product and its developmental road-map." (Steinmann, 2008).

The role of technology for Enterprise consumers is to continuously upgrade their products and services. It is imperative that Enterprise integrates the most current trends in technology that are up-to-date, reliable, and affordable. For example, in 2009, Enterprise offered a popular portable customized GPS based navigational device at most U.S. Airport locations, and has incurred significant revenue as a result.

Enterprise Rent-A-Car's core activity is predicated upon immobilizing the current competition by initiating sustainable customer relationships through the implementation of creating and adding value that is realigned with the organizations objectives of strengthening communities, promoting honesty, integrity, and active listening which is the foundational force behind the organizations overall success.

Tangible Act of Service-Enterprise offers a large fleet of vehicles for every potential consumers need according to his/her own budget. A consumer has the option to either rent a car for short-term purposes, or lease a vehicle for a longer period of time. As a result of Enterprise standing out from among the competition, the organization's motto "Call Enterprise, We'll Pick You Up," from a consumer perspective, their motto is the first thing that comes to mind when searching for a car rental. Enterprise offers state-of-the art vehicles that are upgraded with the latest trends in technology and are at reasonable rates affordable by most individuals.

Intangible Aspects of service-Enterprise Holdings, parent company to Enterprise Rent-A-Car is the organization responsible for the Enterprise Rent-A-Car Corporate Social Responsibility (CSR) which may include maintaining compliancy with all state legal laws and regulations, becoming environmentally friendly, charitable, etc. The core "foundation of Enterprise has contributed to more than $200 million of thousands of local non-profits focused on community improvement, educations, and environmental stewardship." (Enterprise Holdings, 2010).

Solution Preview

Customers play an integral role to the organizations forward progression. Enterprise understands the important of putting consumers needs first which is ultimately what makes the organization the number one leader in the car rental industry. Enterprise developed a platform of Total Quality Management (TQM) meets extremely satisfied consumers. In essence there is no middle compass, either consumers are completely satisfied overall, or completely dissatisfied. The company's approach to customer satisfaction is to create a consensus of superior customer service, which in my opinion goes far beyond the customer service from their competitors. As with any organization, customers have the role of becoming brutally honest about services rendered. Organizations establish a business model that embraces constructive feedback, in Enterprise Rent-A- Car's case; they integrated an Enterprise Service Quality Index (ESQi) to measure the quality of customer service of each local branch via telephone surveys from thousands of customers. Upon a customer's feedback of being completely satisfied, Enterprise earns a higher ranking based on an implied rating system of the consumers' level of satisfaction.

Enterprise maintains abreast of the latest technological advancements in order to remain competitive. The organization joined forces with Appian an innovative global provider of business process management (BPM). In 2008, Enterprise announced in a press release that they were going live with an Appian based Online Request System. This system would enable the organizations efficiency in fulfilling product requests and fleet order. The objective of this type of collaboration is to "consolidate functionality, increase manageability of service requests, collect process-based data for performance reporting, and utilize a common platform to accommodate rapid change and future growth" (Farrell, 2008).

Enterprise's "primary goal for the system was making the request process invisible - meaning employees don't need to know or do anything about the process of requesting, fulfilling, or following up," said Pat Steinmann, Department Manager of Request Services, Enterprise Rent-A-Car. "We had several significant requirements. In addition to being intuitive for our users, we needed the system to ensure adherence to our many policies and standards, enable the 50+ teams that work ...

Solution Summary

Customers play an integral role to the organizations forward progression. Enterprise understands the important of putting consumers needs first which is ultimately what makes the organization the number one leader in the car rental industry. Enterprise developed a platform of Total Quality Management (TQM) meets extremely satisfied consumers. In essence there is no middle compass, either consumers are completely satisfied overall, or completely dissatisfied. The company's approach to customer satisfaction is to create a consensus of superior customer service, which in my opinion goes far beyond the customer service from their competitors. As with any organization, customers have the role of becoming brutally honest about services rendered. Organizations establish a business model that embraces constructive feedback, in Enterprise Rent-A- Car's case; they integrated an Enterprise Service Quality Index (ESQi) to measure the quality of customer service of each local branch via telephone surveys from thousands of customers. Upon a customer's feedback of being completely satisfied, Enterprise earns a higher ranking based on an implied rating system of the consumers' level of satisfaction.

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