Enterprise car rental case study
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Please use the class tools to develop analysis which help you respond to the following two focus questions:
Is customer satisfaction still a problem at Enterprise Rent-a-Car? If so, how would you improve it for Enterprise?
Which issue on page C-341 is the most important issue (why)?
What investment(s) would you make to respond to it?
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Solution Summary
The expert discusses case questions related to Enterprise rent-a-car case study. The investment which should be made to response to an important issue is provided.
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Is customer satisfaction still a problem at Enterprise Rent-a-Car? If so, how would you improve it for Enterprise?
Customer service is still a problem at Enterprise rent-a-car because there is a huge variation in the customer service index across different geographies/markets. Enterprise not only needs to improve customer satisfaction index, but also needs to make it more consistent across different markets. The variability in customer satisfaction needs to be addressed immediately as it may result in negative reputation for the organization.
I can improve this for Enterprise by conducting extensive market research surveys and using the data/analysis received via market research surveys to implement strategies for addressing these issues. For example, quality management techniques such as Six Sigma can be implemented to address issues identified by the market research survey. Similarly, training programs can implemented to ...
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- BCom, SGTB Khalsa College, University of Delhi
- MBA, Rochester Institute of Technology
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