A Report On The Enterprise Leasing Company

1195 Words5 Pages
As previously stated the company expanded to different states and Jack changed the name in 1969 to the Enterprise Leasing Company, in honor of the U.S.S. Enterprise aircraft carrier upon which he served in the Navy (Tucker & Salamie, 2005). The energy crises of the 1970s hindered Enterprise Leasing Company’s expansion, but accelerated growth occurred in the 1980s, even though Hertz and National entered the hometown market. According to Tucker and Salamie (2005), “a key ingredient to Enterprises success was the innovative Customer Giveaway Accounts, which allowed any Enterprise employee to charge off items up to a certain amount in order to satisfy customers (p. 2)” To motivate employees the company instituted an array of bonus plans and…show more content…
During this time, revenues were 4.73 billion and growth was now heading towards an international path. Enterprise continued to focus on delivering top-notch customer service, but as the the company progressed, customers rated Enterprise with less than satisfactory scores for service. CEO, Andy Taylor was stunned by the customer data, which indicated the foundation of the family company had a fault and needed immediate attention. Enterprise recognized “three factors that drive customer satisfaction are attitude and helpfulness of employees, speed of transaction, and cleanliness of cars” (Taylor, 2004, p. 17). As a result, the company began the process of developing a measurement tool for customer service satisfaction known as an Enterprise Service Quality index (ESQi). Originally, the survey was mailed to customers on a quarterly basis in each region and the response was good, but the results did not divulge any new information to Enterprise. Therefore, Enterprise adjusted the scope of the survey, gathering data from individual branches, and instituted a customer phone survey, which allowed the company to provide prompt feedback to each branch. In addition, Enterprise ranks each branch and publishes the ESQi score from highest to lowest performers using the data as an employee compensation strategy to determine promotion within the company. Furthermore, “ESQi has helped create the Enterprise way a management framework known as the
Open Document