Kwikfit Website Evaluation
Essay by olaf12345 • January 9, 2016 • Case Study • 7,688 Words (31 Pages) • 1,035 Views
Designing and improving the
service process:
KWIKFIT
OLAF VALKHOFF
W1560381
MANAGING SERVICES ASSIGNMENT 2
TUTOR: CAROLINE ENNIS & GIZEM MORRIS
DEADLINE: 17 DECEMBER 2015
Content
Managing Services 1 Page of content 2
1. Terms of Reference 3
2. Service offering
2.1 The service concept 4
2.2 Service Design 4-‐5
2.3 Service Blueprint 6
2.4 The customer experience 6-‐7
3. Evaluation
3.1 Customer Expectations 8
3.2 Customer Journey & recommendations 8-‐9
4. Conclusion 10
5. References 11
6. Appendix 12-‐14
1. Terms of Reference
Nowadays services are being more and more present in the business-world. Therefor, companies can distinguish themselves with well-designed and structured services. Because currently developments in several categories like innovation and technology are developing so quick adjustments have to be made to every companies service design. As companies strive to make as
much profit as possible, they have to apply the service concept in every stage of their process which is connected to the customer. By keeping the service design concept well-structured and focused on the relationship between customer and the service, the company can keep the satisfaction level from the customers high and therefor make more profit. Kwikfit offers a service on which customers can find all information on servicing, hiring or checking cars domestically and internationally. This report is a summary of interaction with the service that Kwikfit offers to its clients.
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