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Learning Goal: I’m working on a business report and need an explanation and answer to help me learn.
Read Tom’s Auto Service on page 138 of your textbook.
Define and draw the customer benefit package, and state TAS’s mission, strategy, and rank order of competitive priorities.
Identify and briefly describe the eight “design” features, described in Sections 5.4 and 5.5 of the text, of the (a) service-delivery system and (b) service encounters.
Identify and briefly describe five processes TAS stores use and their relative importance.
Given your analysis of the survey data, what opportunities for improvement, if any, do you recommend?
Summarize your final recommendations to the CEO.
This is a Business Report, not an essay!
In one paragraph or less summarize the salient issue(s) in the case. Do not duplicate what is in the case itself.
The body of the report addresses the questions in the case in a clear, concise and cohesive manner. This report should be business like, structured and methodical. Please note: each question should become a section title, with sub-titltes as needed for multi-part responses.
The responses are expected to utilize the topics introduced in this course.