Brief Case Background

Jun 21st, 2015
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Andrews University
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Walter Sullivan, the founder of Sullivan Ford Auto World, had died four weeks earlier at the age of 56 of a sudden heart attack. Since no one Is handling the company, the bank had asked Carol Sullivan-Diaz to temporarily handle the position of general manager of the dealership.

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Brief Case BackgroundWalter Sullivan, the founder of Sullivan Ford Auto World, had died four weeks earlier at the age of 56 of a sudden heart attack. Since no one Is handling the company, the bank had asked Carol Sullivan-Diaz to temporarily handle the position of general manager of the dealership. Carol Sullivan-Diaz, aged 28 was the eldest of Walter and Carmen Sullivans three daughter, a health care manager by profession took over the business and was surprised to found out that the family business is in financial trouble based on current financial performance and market outlook. In addition, CSAT results from car buyers show that the company has problems with their service quality.30-day Purchasers CSAT Survey Results - Auto world achieved better than average ratings - 90% of customers said that Auto world informed them of what to do if they needed service - Less than 33% of respondents said that they have been introduced to someone in the service department (which is a sales protocol) 90-day Purchasers CSAT Survey Results - Overall satisfaction with Auto World Service Department was consistently low placing it in the bottom 25% of all Ford dealers - More than 50% of respondents said they would rather use another Ford dealer for future service - Major Concerns: Promptness of writing up orders Convenience of service hoursAppearance of the Service DepartmentInterpersonal variables such as attitude of personnel, politeness, und

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