Enterprise-Rent a Car Case

1) What can you determine about the corporate culture from the fact that they waited this long to consider the development of an EPM system?

Enterprise Rent-A-Car has started its operations in 1962 by establishing and successfully developing a new niche in the car renting industry. The business had strictly focused on replacing local citizens’ cars due to repairs. Later on Enterprise started to serve two additional segments, leisure & discretionally rentals and business rentals. Newly launched segments were successful; however the main focus of Enterprise continued to be the initial business stream – the Replacement Rentals. This business section takes up 78% of Enterprise’s resources, which enables the company to capture approximately 55% of the US replacement rentals market share. Yet, the total replacement Rent-A-Car

The Enterprise service quality index (ESQI) that Enterprise utilized is focused on top box feedback. Their biggest issue is with customers who receive a negative experience. These customers usually do not provide feedback and Enterprise is unable to analyze their situation. If

Feedback would be solicited from our upstream and downstream internal customers and suppliers as well. We want to make sure that we are meeting their needs as

6. Once completing your analysis, what is the opportunity represented by addressing the problem? What is the cost of poor quality? What is the impact on customer satisfaction, retention, and loyalty? How could this help increase revenues? How could this help increase our capacity? How could this improve our ability to improve our process controls?

Also cost effective, the mail surveys specifically targeted the members and their spouses. Postal surveys can target specific people (necessary for the member and spouse data collection), and allow respondents the ability to answer the survey at their leisure. On the other hand, mail questionnaires are a slower data gathering method as compared to internet surveys (Hoonakker & Carayon, 2009, p. 359). Similarly, the possibility of response-based error may occur if respondents do not correctly

172). The relationship between the research design and data collection is dynamic, and the surveys purpose could have some influence on the type of survey model used. If there are problems in the collection of information the design can be changed. That is when the type of survey can be considered to decide if they should use face-to-face, telephone, or mailed surveys. According to O’Sullivan, Rassel, and Berner (2008), “respondents may ignore questionnaires that seem biased,” and “respondents’ perception of a built-in bias may largely center on the appropriateness of the response categories” (p. 179).

The focus is to identify the practices vs. the best of the best practices in the industry in relation to ERP implementation and offer specifics on how to make this third round provide a higher success rate.

What post implementation and feedback mechanisms would you have in place to evaluate the effectiveness of the process? What measures would you use?

1) Evaluate the design and the implementation of the performance bonus program at DPC. What changes would you suggest, if any?

Hospitality Management is a difficult and competitive market, and any lack in customer service can result in defecting customers or the termination of a relationship between a customer and a service provider. In this paper we will look at Hilton a company that has continually ranked amongst the top ranking hotels and continues to improve. Hilton’s customer service ranks as one of the top hospitality providers in the United States. We will look at the history of how Hilton came to be the name brand it is today and some of their process the used to narrow the customer service gaps such as Hilton Honors, the Hiltons Reservation Customer Care, and RESMAX. We will look at how they look at how Hilton manages the customer expectations through the use of employee training and their decreased the customer service gap through employee retention. We will also look as how Hilton co-partnered with Citibank in order to offer its Hilton Honors member additional benefits in order to keep in line with the customer service that the customers have come to expect.

To get customer feedback, Surveytastic Survey should also provide an option for the user to rate their services by conducting concept testing like collecting data, which can be accomplished through surveys conducted within the university for free of charge. To do this, Shah’s Surveytastic Survey should have analytics team focusing on getting user info, customer acquisition and engagement. They can also include a vote box option on their site for students, which allow students to vote/comment on features they like to see. This will enable the firm to examine and gain more insight

At first “X” company has to conduct a SWOT analysis, which provides data for an organization to create strategic plans, appropriating resources and developing tools or actions to bring about continued success to analyze the organization. Once the SWOT analysis has been completed, the organization is able to create the mission and vision statements. In addition to what was said before, customer satisfaction should be one of if not the main objectives. To understand the level of customers’ satisfaction, and desires “X” should implement surveys called “customer satisfaction survey.” These surveys will be sent to new and old customers during certain times a year. E-mail surveys also have to be provided for all customers. The surveys will

The case study is about Enterprise Rent a Car, which initiated its business in the year 1957 at USA. The company slowly expanded its business and now they have more than 65000 workforce presented. The company is highly depending upon their workforce and to retain them longer, they use to give them training and development with passage of time. Hence, the company also do workforce planning for fulfilling future needs of the workforce.

Question 3: What accounting or communication changes would you recommend to Oracle’s Board of Directors?