Phân tích quản trị hoạt động tai gara oto mercedes eng

1. Please describe the service pack of Masters Mercedes automobile garage.
2. Get to know the unique characteristics of a service company that typical is
Mercedes Masters?
3. Masters Mercedes automobile garages organizing its operational activities like?
4. Masters Mercedes automobile garage can make a difference in how it compares
with other dealers of Mercedes?
TABLE OF CONTENT

............................................................................................1
TABLE OF CONTENT............................................................1
INTRODUCTION...................................................................3
RESEARCH OF CONTENT.....................................................4
1. Please describe the service pack of Masters Mercedes automobile garage. 4
2. Get to know the unique characteristics of a service company that typical is
Mercedes Masters?....................................................................................................7
2.1 General characteristics of a services company......................................7
2.1.1 The perishability............................................................................7
2.1.2 There are directly involved of customers.......................................7
2.1.3 Assessment services through the tangible elements and
capabilities.........................................................................................................8
2.2 Characteristics of maintenance services, automobile repair.................8
2.2.1 The periodical................................................................................8
2.2.2 The genuine...................................................................................8
2.3 Compare the difference of Masters Mercedes automobile garage
compared to other competitors in the maintenance and repair of cars...................9
3. The Masters Mercedes automobile garage organizing its operational
activities like?..........................................................................................................10
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4. The Masters Mercedes automobile garage can make a difference in how it

compares with other dealers of Mercedes?..............................................................11
4.1 The criteria to make a difference........................................................11
4.2 Compared to other dealers of Mercedes, Masters Mercedes automobile
garage creates the difference by:.........................................................................11
4.2.1 Creating the difference in capacity..............................................11
4.2.2 Creating the difference in quality of fit........................................12
4.2.3 Creating the difference in design quality.....................................13
4.2.4 Creating the difference in the ability to serve..............................13

CONCLUSION.....................................................................15
LIST OF REFERENCES........................................................16

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INTRODUCTION
In the past few years thanks to the opening line of the Party and the State,
economy, our country has achieved rapid development, solid and strong. In terms of
the economy of our country transition to market mechanisms have the macro
management of the State, enterprises have polarization, fierce competition and more
aggressive. To survive and grow, businesses must determine for themselves the right
business strategy, if there is no strategic plan or strategic plan mistakes will surely
receive operation failure business.
Previously, many businesses have been successful due to only pay attention to
their internal operations function and perform their daily work is the most effective
way. Currently, the majority of enterprises, especially medium scale enterprises and
small-facing business environment increasingly volatile, complex and risky. So, just
pay attention to internal functions and daily work is not enough. To survive and grow,
businesses need to map out the right strategy to fully take advantage of business
opportunities and constraints at the lowest level of risk, thereby improving the

efficiency and competitiveness competitive enterprises. Therefore, the business
strategy is indispensable, it is particularly important for the development of the
business in the future.
In the trend of globalization and increasing integration of Vietnam into the
world economy at present, in order to survive and develop, Vietnam businesses need
to build their own orientation, business strategy appropriate, as well as promoting the
strengths and weaknesses limit.

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RESEARCH OF CONTENT
1. Please describe the service pack of Masters Mercedes automobile garage.
Automotive industry is the industry of synthetic nature. Its development will
lead to trades and other services development, promote economic sustainable
development. In our country, the auto industry is considered key sectors, always get
the preferential policies of the state. The economy is growing, the demand for travel of
people and transport of goods is increasing.

In that cars and motorcycles are the primary means of road transport. Along
with the state's tax policy on imports new cars and used cars to stimulate car buying
service travel needs of more individuals. Along with the growth in the number of these
vehicles, the status of traffic accidents caused by these vehicles also increased.
Causing damage to people and property. The reason is that human subjectivity, road
conditions, weather and a technical error, unexpected failure of the vehicle while on
the road. The technical error, this damage can promptly detect and remedy if vehicles
are maintained and repaired in accordance with regulations periodically.
Maintenance and repair is done mostly in the garage. That most garages have
been built long ago when the automobile engineering was not thriving as it is today.
Lack of diagnostic equipment, test instruments work and the work environment

unsafe. To ensure the quality of the maintenance and repair of automobiles was
established many new garage full of equipment and tools for the job in service.
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Besides, the automaker also open many service stations, car maintenance for genuine.
Make sure to always operate the product with the highest reliability, satisfy the
requirements of all service vehicles. To understand the importance, necessity of
maintenance, repair and regular cars accordance with regulations. Mercedes Masters is
a new service represents the efforts of two authorized dealers of Mercedes ago to
provide repair services with quality Mercedes warranty has expired.
The following, I will describe the service pack Masters Mercedes automobile
garage through chart are as follows:
Diagram 1: The service pack of Masters Mercedes automobile garage
Start

Advertising the

service

services of Garage

Collect customer

Receiving

information

orders

Repair, replacement and
Handing over of cars

maintenance of cars

to customers and end
of service

Notify customer

Test, test

service has been

drive cars

completed

5


Based on the above diagram, service packs of Masters Mercedes automobile
garage is done through three main stages are as follows:
Phase 1: Employees of the Masters Mercedes automobile garage conducted to
gather information from customers using car repair services, using information
handbook contact phone number, address, type of car to remind customers about the
periodic maintenance when due. This helps customers set up a time to bring cars up to
test, maintenance, oil changes, tune upon the machine. Management of Masters
Mercedes automobile garage set a specific time each week to get the car up to
customer can use the service. For problems that require specific diagnostic and repair

longer, Manager of Masters Mercedes automobile garage book an appointment with
the customer by mobile phone.
Phase 2: When the customer appointments, mechanics charge each car will
communicate directly with customers about the status of the car or test drive a short
distance with customers to explain, pointing out the issues of concern car. In the
course of work, auto mechanics will record the entire history of each car repairs.
Manager of Masters Mercedes automobile garage quotes and appointment time to
complete scheduled service to customers. They are the point of contact with customers
as well, confirming the status of vehicle diagnostic initial customers, offering advice
on issues arising. Auto mechanic repaired the damage of the vehicle, while
maintaining the maturity department. In case of detection of worn parts should be
replaced. Manager should confirm customer comments for the replacement of these
components and the customer should be evaluated before implementation. Once the
customer agrees, conducted mechanic replaced the right type and quality. At the same
time, auto mechanic work schedule recording made on the basis handbook to explain
to customers when they pick up the car, it is also an important basis for tracking
vehicle status later.
Phase 3: After completing car repairs, car was taken out of the running to try
and give that party. Manager shall evaluate the quality of service and information to
customers baptism when the car was repaired and ready to ship. Customer procedures
and payment received by an employee vehicle handover.

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2. Get to know the unique characteristics of a service company that typical is
Mercedes Masters?
2.1 General characteristics of a services company
2.1.1 The perishability
Services can not inventory, not stored and can not transport from this area to

other areas. Therefore, the service consumer is limited by time. Also from this
characteristic that imbalance to balance supply and demand relationship locally
between different times in the same time. Characteristics of perishable production
services regulations and consumer must also continue in limited time. If you do not
comply with these conditions will not have the opportunity to purchase and consume
them.
Services can not be stored. Do not keep count of the service is not too large if
the problem is demand for stable and predictable. But practical service needs are often
unstable, fluctuating, the company providing the service will meet the obstacle
problem of the use of human resources and technical facilities. Services only exist at
the time that it is provided. As a result, services can not be mass produced to take into
stocks when the market demand to its release.
2.1.2 There are directly involved of customers
For enterprises, the supply of services to their customers, in addition to its role
as consumer services (similar to the goods used for material production enterprises),
also plays the role of the participate in service creation. In creating relationships service delivery between businesses and customers, the productivity of different
businesses will generate yield different services but on the other hand the quality of
different customers and create different capacity. The business with the basic features
of the service sector make the business difficult to develop forms provide services
remotely (via the Internet or via telephone,etc,...),process so direct meeting with
customers is inevitable and therefore the management of customer involvement in this
process is inevitable.
But the service providers and service consumers to happen simultaneously. The
service providers and customers have contact with each other to provide and consume
services in locations and time suitable for both parties. For some services, the
customer must be present during service delivery.
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2.1.3 Assessment services through the tangible elements and capabilities

For services, consumers may need to place where the service is "created". That
is, to be sold or services provided to customers before they see the real benefits of it.
This makes customers feel desperate when buying services, so to buy a service or a
product together with services, clients must be fully informed of what they would
have in the entire stages of the buying process and use of the product or service. One
does not need the input materials such tangible production lines or plants to produce
services, but the most important role in service activities is the human factor,
represented by the gray matter and the use of specialized skills with the support of
tools, equipment not in muscle strength or activity associated with the massive
production line. For those services with traditional services such as repair and
maintenance of automobiles, the importance of the material and technical basis is very
important.
2.2 Characteristics of maintenance services, automobile repair
In addition to the general characteristics of a services company usually has,
maintenance services, automobile repair, there are distinct characteristics as follows:
2.2.1 The periodical
Currently, cars have become increasingly transport more common in Vietnam.
Those who wish to use their car vehicles are always in the best condition, safety and
economy. Some car parts are worn in a natural way during operation. If it is not
checked, replaced and regular maintenance, the operational features will decrease,
leading to severe damage and even become unsafe during use. The purpose of the
periodic maintenance inspection, repair and replacement according to a certain
schedule to ensure the best operation for all parts on the car. Routine maintenance
helps vehicles avoid major damage, cost savings and ensure the safety of cars. In
addition, routine maintenance helps your car operate in accordance with the
regulations on safety and the environment. Periodic maintenance is the maintenance
of the car in a certain period (to be determined by the distance or time of use).
2.2.2 The genuine
According to the carmaker in the world, the automotive parts market is a lot of
different types. So people should learn carefully to avoid deception about the source,

origin and quality of goods.
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Genuine Car Parts is the product of genuine automobile manufacturers offer.
Car manufacturers design specifications and ordering spare parts factories then be
checked, monitored and bearing the label of the automobile manufacturers. Car
manufacturers organization providing spare parts on a global scale.
Usually only genuine parts from the official dealer at Vietnam's automobile
manufacturers and providers can get there; however can also buy from the official
dealers of automobile companies including overseas. This creates opportunities and
increase price competition, benefit consumers. Therefore, genuine tend to be higher
but with quality assurance warranty seriously.
2.3 Compare the difference of Masters Mercedes automobile garage compared to
other competitors in the maintenance and repair of cars
Spare parts,
components and

Sustainable, genuine, quality
assurance

competitors

to other

compared

garage

automobile

Mercedes

the Masters

service of

equipment
Service maintenance,

Prestige, to meet the needs and

replacement and repair

satisfaction of customers

Staff at Masters

Enthusiastic,thoughtful,

Mercedes automobile

responsible and skilled

garage
Physical facilities

Adequate, equipped to meet
the needs of customers

Figure 2: The difference in the service of Masters Mercedes automobile garage

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3. The Masters Mercedes automobile garage organizing its operational activities
like?
Phase

1:

Providing

and

receiving

customer

requestshàng
Provide customer requirements

Manager

Staff
Reception duties, work

Phase 2: Diagnosis status cars

Report diagnostic results

Staff

Manager
To receive information and reports

Phase 3: Implementation of repair services of cars

Report results of work

Staff

Manager
To receive information and reports

Phase 4: Exchange ideas with customers

Status notify, the date of completion

Manager

Customers
Feedback

Phase 5: Exchange ideas with customers

Manager,
staff

Handing over the car, payment procedures

Customers

Payment and pick up the car

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4. The Masters Mercedes automobile garage can make a difference in how it
compares with other dealers of Mercedes?
4.1 The criteria to make a difference
The capacity

of fit
fit
of

quality
quality

The
The

ability to
to
ability

serve
serve

The
The

The quality

The quality of design
4.2 Compared to other dealers of Mercedes, Masters Mercedes automobile garage
creates the difference by:
4.2.1 Creating the difference in capacity
a) Ready: Masters Mercedes automobile garage design care good car dealers in
Vietnam unprecedented. They own a set of specific time each week when customers
can get the car to the repair service, fast maintenance or oil changes, tune machine.
Staff at Masters Mercedes automobile garage is always ready to meet the customer's
requirements. In order to allocate available resources to serve the requirements of
customers and employees in the garage for calling customers to remind term
maintenance and care of regular customers through Customer Care Handbook. This
helps customers remember the inspection schedule and maintenance of automobiles.
At the same time, Garage know in advance to schedule customers will use the service
to allocate resources, ready to meet the customer's requirements.
b) Reliability: The reliability was confirmed by the prestige of the Masters
Mercedes automobile garage in providing repair services, maintenance of cars.
Customers can rest assured when parking in the Masters Mercedes automobile garage
in severe cases damaged vehicles. In addition, staff are always happy to advise,
explain to the client understands the problems encountered cars, consult with the
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client as replacement parts, components or equipment in the car. The equipment,
components and spare parts to ensure quality, genuine, consistent with the standards.
All replacement parts are arranged in a small box in your car clean. A number of

alternative components are identified and brought to the customer evaluation. Once
repaired cars, cars are clean and spray perfume. When to use the service at the Masters
Mercedes automobile garage, customers always feel confident and safe.
c) Ability warranty: This indicator, although not explicitly mentioned in the
case study, but is outlined over the operation and services Masters Mercedes
automobile garage offers. International Automotive is replaced by the genuine parts to
ensure quality. All cars encountered problems are handled quickly and perfect.
Diverse service providers, customers understand the issues facing the car, advice
satisfactory solutions, fast cars restored state ready to move. Masters Mercedes
automobile garage also built a network of other service providers can reuse old
components and agents providing services that Masters Mercedes automobile garage
does not have (such as the work on the the vehicle body, correction, stuffed back
cushions,etc).
4.2.2 Creating the difference in quality of fit
The quality of the fit is shown in creating a product or service meets the
specifications, quality independent design. The quality of fit shown in four aspects:
technology, technical infrastructure, staff, management team.
- Technology: Technology that Masters Mercedes automobile garage used in
accordance with the size and type of business. Technology always updated to be able
to repair and maintenance in the best way.
- Technical facilities: Masters Mercedes automobile garage with modern
infrastructure, and can meet the requirements of customers in a short time. For long
service repair, Masters Mercedes automobile garage has its own lounge area with full
equipment, service, drinks to customers is safe, comfortable, not feel troublesome
when fixing maintenance cars long.
- Employees: Customer care workers, auto mechanics at the Masters Mercedes
automobile garage styled professional service, enthusiastic, attentive customer. By
using this service, customers are staff dedicated guidance, explaining that vehicles
encounter problems specifically with visualization tools to test drive.
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- The management team: is responsible for the work and duties of workers
making repairs, car maintenance customers. The manager is the focal point for
communication with the client informed of the vehicle status, price notification, the
costs incurred in the process of maintenance and repair of vehicles. Professional
management and operational activities are closely difference when customers come
first with Masters Mercedes automobile garage.
4.2.3 Creating the difference in design quality
The quality design was created prior to creating products that transform clients'
desires through the specification, design and engineering through quality function
deployment (QFD). These criteria represent the difference in design quality of Masters
Mercedes automobile garage include:
- Quality Market Research: Customer care staff at Masters Mercedes
automobile garage conducted the survey portion of the market through proactive
contact form by other means such as email, phone,... to the customer goods, customers
schedule reminders care, maintenance of cars.
- Quality of service providers: Services provided by the Masters Mercedes
automobile garage diverse, rich and solve problems that customers cars, car repairman
skilled, professional.
- Quality assessment: After completion of repair services, maintenance,
mechanic work reports results to management. Staff quality assessment for vehicle
testing to check the status of the car before handing over to the customer. This phase
has an important role in assessing the quality of work completed.
4.2.4 Creating the difference in the ability to serve
Ability to serve as the ability to warranty and repair or replacement of the
product or service after selling products and services. The criteria for evaluating
service capability that Masters Mercedes automobile garage want to make a difference
include:
- The rapid: Staff dedicated customer service, repair time, maintenance quick

and convenient for customers to ensure on-time performance of the customer.
-Capacity: Manager at Masters Mercedes automobile garage assess knowledge,
skills, attitude and values embedded within the staff based on identified objectives,
guidance and feedback during the process. The capacity of staff associated with
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assigned tasks and objectives implementing the Masters Mercedes automobile garage
desire to reach to each work location of each employee. If an employee has good
capacity, is properly positioned with appropriate working conditions will have high
work efficiency and bring value to the garage.
- Integrity: Staff and auto mechanics as well as the management team at the
Masters Mercedes automobile garage always behave courteously with customers,
honest work and quality of service.
In addition, the owners of the garage also consider the possibility of providing
an additional monthly training sessions to instruct customers how to achieve "medal"
200,000 kilometers of Mercedes. Masters Mercedes automobile garage efforts to bring
customers the best service and create a reputation of customer satisfaction.

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CONCLUSION
Nowadays, with the development of science storm technology, the explosion of
information, along with the element of surprise in a row happens to the economy of
each country should be the formulation of business strategy business properly are very
necessary. Therefore automotive industry as well as other sectors of the national
economy wanted to sustainable development, it will also need a proper plan and
strategy must always perfection strategic plan accordingly with each period, each
phase. Through strategic planning and action steps to build a scientifically predictable

opportunities and risks may be encountered and the solutions.
In any time period, any period of market mechanisms, the strategic plan is
always essential and indispensable for production and business activities, the
existence and development of enterprises. The strategic plan but still new but plays an
important role, determining survival, the rise and fall of the company. Through the
targeted system, model key strategies that define, creating an overall picture of how
the measures that the company will have to make to reach in the future. In the market
economy, and the construction business has been and will be many opportunities in
the manufacturing business. However, due to the impact of the business environment
to risks and difficulties appear more and more.
For production and business development, which requires businesses need to
accurately assess the production and business activities in the past year. From there,
draw out the experiences, successes and limitations to be aware in the market place.
The establishment of strategic solutions is imperative for businesses today, but to have
viable strategies need to analyze accurately forecast business environment: macro,
micro and local businesses. On that basis the matrix of opportunity - risk; strong weak to make strategic combination.

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LIST OF REFERENCES
1) Lecture course management activities, Dr. Le Hieu Hoc, 2014.
2) Managing the operation, Nguyen Thanh Hoan, 2013.
3) Production Management business, Tran Minh Phuong, 2013.
4) Quality Management, Doan Manh Toan, 2013.
5) Corporate Governance Handbook, Nguyen Anh Ngoc, 2013.
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