The case study focuses on a large corporation in the service sector operating in the vehicle leasing and renting industry: Lean and Quality Systems Assignment, NUI, Ireland
| University | National University of Ireland (NUI) |
| Subject | Lean and Quality Systems |
The case study focuses on a large corporation in the service sector operating in the vehicle leasing and renting industry: it sells its services to both the general retail public and other businesses in 145 countries and has 22,000 employees and 8,000 locations.
Its European call center was receiving an average of 10,000 calls a month from customers who had an issue with either the level of service received or the billing/invoicing process.
The company puts a lot of emphasis on its level of customer service, an integral part of its mission, vision, and values, as a differentiator from the competition; its strategic position was that of a quality service, intended to attract those customers who wanted to pay a bit more for a better service, in contrast with its low-cost competitors.
Consequently, quality of customer service was a critical component of the company’s strategy: the number of calls received and the more frequent issues reported by customers was continuously analyzed and employees’ variable compensation was linked to it. The number of contacts received from customers amounted to about 2 percent of the total transactions. The specific objective of the inbound call center was to deal as quickly and efficiently as possible with those customers.
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