Hence he discusses the problem of the car with the client to ensure that both

Hence he discusses the problem of the car with the

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Hence he discusses the problem of the car with the client to ensure that both of them understand the problem. The service manager in Village is responsible to ensure the client understand the diagnosis and agree to the work that will be done to repair the car. Fifth, courtesy is how well employees treat customers (Ils.unc.edu, 2018). Before the client receive the car, the employees make sure that it is vacuumed and clean through repairing and they put replaced parts inside a good box as courtesy. Finally, tangibles are the appearance of facilities and equipment. There is a waiting room furnished with TV, chairs, newspapers, cold and hot drinks to make clients feel comfortable (UKessays, 2018). Convenience Responsiveness Time Assurance Courtsy Tangibles
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3 Flow Chart Diagram
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4 Quality Tools Check Sheet Check sheet is a simple tool that enable users to identify problems by collecting and recording data in a format that simplifies and organizes data analysis. It is considered one of the easiest checkmark tools. The formats can be used differently according to what the users try to conclude from the problem and the data collection. This tool can be helpful for Village Volvo, to improve the quality in car service. According to the case study, the mechanic takes notes and use CCVD as a record for each vehicle repair. Therefore, check sheet will help both the customer and the mechanic to track the repairs. Car maintenance checklist, the format can include the date and the car parts. For example, Whenever the oil level or engine oil and filter need maintenance, it can be checked in the format. Then, the customer can follow up how many times did he repair that in monthly biases. Accordingly, the mechanic can do tallies in the check box of the repaired part, such as brakes, tire, lights, battery and so forth. This will help him identify the type of the defects as well as its causes and when it often needs repair. Hence, the mechanic will be able to predict the car problem and what parts may need a replacement in the future. The most important thing, is that will help Volvo to avoid profit loses and increase in the cost, because the mechanic is aware what the car exactly need and can predict what its condition.
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