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Cau1 Cau2 Case7

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36 views

Cau1 Cau2 Case7

Uploaded by

tiemthuocbausen
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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1. Does Super Auto have a customer service problem? Why or why not?

Bạn có thấy Super Auto có vấn đề trong việc phục vụ khách hàng
không? Tại sao có?/ Tại sao không?
Peng Zhang as the project manager of Super Auto Ltd., has led a project to
outsource spareparts management to Daily Freight Ltd, a third-party
logistics provider. After his survey tostakeholders, he realized that Super
Auto faced customer service problems. This is becauseof Zhang Peng
received various complains form the car owner who are very dissatisfiedwith
some dealer’s experience. They complained that more profits were being
made by thelocal authorized dealers, so they asked the owners to replace the
expensive parts that arestill in good condition. The dealers’ dishonest
attitude has changed the customers decisionnot to visit Super Auto
authorized dealers or purchase other Super Autos product again. The second
issue is that the dealers have to wait more time for some slow-moving
itemsbecause there are always out of stock and take times for Daily Freight
to restock. It ends upthat the repair of vehicle has been delayed. Moreover,
the dealer complained about theunprofessional work from Daily Freight in
handling the delivery as the driver might throwthe package on the desk in a
hurry without notifying the customer. This may cause thecustomers not to
get the packages properly and affect the image and reputation of SuperAuto
and Daily Freight.
2. Based on the reports of some vehicle owners, it is apparent that some
dealers have andintegrity issue. Why has Super Auto not been aware of
the issue?
Theo tường trình của một số chủ phương tiện, có thể thấy rằng vài đại
lý đang không thật sự chính trực. Tại sao Super Auto không nhận thức
được vấn đề?
This is because the logistics department of Super Autos did not track
feedback and reviewfrom the dealers after ordering spare parts and receiving
the order from Daily Freight. Bytracking the feedback and reviews from
dealers, they can know about the defects and ableto find better solutions to
improve the defects as soon as possible. Likewise, it additionallyraised them
a ton of troubles, since at their first idea that the dealer was happy with
theservice as it can assist the vendor with obtaining spare parts
faster and dimmishtransporting costs. In any case after an arbitrary study
among stakeholders, they found outthat there were numerous exploitative
dealers who made many complaints against DailyFreight, which made many
vehicle owners be disappointed with this, so they close not tosupport Super
Auto any longer

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