...“Enterprise Rent-A-Car” A Case Study Solution Submitted By: Group ‘B’ (Bimee Maskey, Hrizu Adhikari, Krishna Dahal, Mahesh Bhandari, Sacheet Pandit, Sampada Paudel) Submitted To: Prof. Dr. KD Koirala SOMTU Date: 31st Dec, 2014 Kirtipur Enterprise Rent-A-Car Case Summary: Enterprise Rent-A-Car is founded by Jack Taulor in 1957. It is a Private car rental business with a fleet of more than 850000 vehicles which is based in St Louis, Missouri with services in the US, Canada, Germany, Irelance, Puerto Rico and UK. It is an international car rental company with a multi-billion pound turnover. Enterprise is an extended 'family' of more than 66,000 employees. It is the largest rental car company in North America but has the approach and feel of a small business. The business is synonymous with exceptional customer service. Enterprise Rent-A-Car (EARC) maintains a unique selling proposition in the rental automobile industry, describing its greatest idea as personal service. This proposition is built into every facet of ERAC’s operations from point-to-point car delivery to a 427,000 rental-vehicle fleet. The business has been shaped by various concepts like: treating customers like good friends and neighbors, which has enables ERAC to grow to a point where the automotive operations have annual revenues in the billions, a fleet of cars and trucks with the numerous employees. ERAC became the industry leader in terms of fleet size and market presence with the revenue...
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...Introduction Enterprise Rent-A-Car has been given the opportunity to excel and further dominate its industry. With the continually expanding market and need for this service a window has presented itself for Enterprise. Using information provided and in -depth marketing knowledge a line of action will be provided that will allow Enterprise to reach its goals. Problem Statement In order to continue to grow and prosper while staying true to their corporate culture Enterprise Rent-A-Car needs to focus on recruiting and retaining promising college graduates and optimizing its marketing strategy to gain the most possible advantage. However this must all be achieved in spite of college student’s lack of knowledge and awareness of the opportunities that Enterprise provide, that the rental car market is still rapidly evolving, making it very volatile and prone to changes and the emerging as well as established competition. Environmental Analysis To best organize the environmental analysis the method SWOT will be used. Identifying the strengths, weaknesses, opportunities and threats will give a good understanding the conditions that Enterprise is restricted by. Strengths * Established * Large Market Share * Recognized Brand * Necessity of Service * Strong Reward System * Effective Culture | Weaknesses * Ineffective Advertising * College Graduates Unaware of Opportunities | Opportunities * Growing Market | Threats * Competition | Enterprise Rent-A-Car has a...
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...The importance of customer service at Enterprise Rent-A-Car Introduction Most people probably think they know what Enterprise Rent-A-Car does. It is in the car rental business and operates a fleet of more than 850,000 vehicles. However, Enterprise Rent-A-Car has quite a different idea of what its business is all about. In Enterprise’s view, the business it is involved in is customer satisfaction. This is a characteristic that it shares in common with every successful service company, large or small. A service business is one that meets customer needs by providing them with a valued service. As individuals, all of us use services – having our hair cut, going to the cinema, drawing money out of our bank account and many other activities. Businesses also use services such as transport, insurance, and financial services. Enterprise Rent-A-Car is the number one rental car company in North America and arguably, the world. CURRICULUM TOPICS • Marketing and the business environment • Customer satisfaction • Evaluating customer service • Market research and development GLOSSARY Service: any way of providing benefits to a customer that doesn’t involve the exchange of a tangible good. Forbes: an American business and financial magazine. It produces lists of the biggest and most important companies in Britain, America and elsewhere. Private companies: companies that are owned by shareholders. These shares are not available for purchase by the general public. Revenue: the total value...
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...Question 1 Verificamos que com este inquérito a Enterpise Rent a Car pretende dar continuidade à visão do seu fundador, Jack Taylor, que acreditava que se a empresa tivesse especial atenção em manter uma boa relação com os seus clientes, mantendo-os satisfeitos, os lucros surgiriam naturalmente. O questionário começa com uma questão de escala de satisfação que pretende saber o nível de contentamento geral, dos consumidores, com o serviço, e logo a seguir segue-se uma pergunta de resposta aberta de modo a tentar obter possíveis sugestões de melhoria, sempre na óptica de, no futuro, melhorar a relação Enterprise-Consumidor. A partir deste ponto conseguimos ver que as perguntas seguintes estão seccionadas de acordo com cada passo que o processo exige. Com isto a empresa, consegue identificar, de melhor forma, qual a causa de insatisfação do cliente, e em que departamento existem pontos a melhorar. Na pergunta 4 temos a ser testado o serviço de atendimento telefónico, e na pergunta 8 temos o empregado que tratou de papelada antes e depois do aluguer. Na pergunta 10 a Enterprise pretende obter informação do mercado e perceber quais os segmentos nele presentes em que está a actuar. As perguntas 12 e 13 dão-lhes uma ideia da dimensão do seu mercado em número de utilizações por cliente, mas é a pergunta 11 que define realmente se o cliente ficou satisfeito ou não com todo o processo. Porque mesmo na pergunta 1, uma pessoa pode ter ficado satisfeita...
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...Customer Service at Enterprise Rent a Car Enterprise Rent-A-Car Company (Enterprise) is a car rental company based in the US. The company is principally engaged in rent-a-car, international operations, fleet services, car sales, rent-a-truck, and enterprise rideshare services. It principally rents vehicles to individual customers, business houses both on short-term and long-term basis, and fleet operators. It also has car-sharing and van pool programs. In addition to its primary services, it offers courtesy car rentals for automotive dealers and body shops. It also is actively engaged in commercial truck rental business and used market business too. It also has presence in the fleet management business, facilitating businesses in managing and expanding their fleets. The company operates with a fleet of 713,000 vehicles in over 5,000 locations across the US and from another 965 locations in Canada, Germany, Ireland, and the UK. Enterprise is headquartered in St. Louis, the US. 1. ------------------------------------------------- 2 Look at all complaints about your service as an opportunity to improve. Aim to resolve any complaint quickly and efficiently. It takes 15 minutes to clean a car. It takes 5 minutes to go over contract. Customer is in the car from a day to a month. A clean car is crucial to satisfying the customers needs. Listen to the customers needs and then try to cater to the needs as best as we can. For example., car type, color, model, size, length...
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...Lauren Estrada | date: | February 13, 2015 | RE: | Enterprise Rent-A-car | | | There is an industry motto that states, “there are two types of car rental companies. Those who lose money and Enterprise”. Enterprise Rent-A-Car was started in 1957 in St. Louis, Missouri by Jack Taylor. Taylor founded the company offices in neighborhoods, and not at airports, because he believed that the Americans would welcome local option for rental cars when their vehicles were repaired. In 2010, the company had more than 6,000 rental locations in the United States and 850,000 fleet vehicles in operation. Enterprise Holdings (including Enterprise, National and Alamo brands) account for almost half of the car rental market and was more than twice as Hertz, the number two competitor. The competitive advantage of the company was the result of the combination of its practices in hiring, training, compensation, organization, customer service, IT and fleet management, among others. In the seemingly flawless company this case presents, the only thing that struck me as a problem was that they have relatively high turnover considering they put so much time, effort, and funds into training their employees. Of the entrants in their training program, 25 percent of new hires left within the first six months, and an additional 25 percent left within two years- that's just about 45 percent of their new hires gone. Based on how well Enterprise performs in all of its departments, I would like to...
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...Individual Case Analysis Enterprise Rent – A – Car Executive Summary Enterprise Rent – A – Car is one of the largest players on the market today. This company has selected a specific target market, in which they have been outperforming all their competitors for many years. Unfortunately, other companies have noticed their success and decided to break into their market to achieve a part of the market share, hence their revenues. In addition, the company holds much weaker marketing strategy which started to set the company behind among their competitors. Their customers sometimes were not aware of their branch locations, and one out of five randomly selected people on the street were not even familiar with the company. On the other hand, the success has been shown throughout their strong culture which holds a mentality of customer, employee than profits – in that particular order. This culture states that customer is the most important in the business, and doing everything for clients is the key of this business model. Second in place would be the employee, hence they are the ones who are helping those customers. Appreciation was shown in large bonuses and higher commission percentages than other companies would offer. Last part of the chain, was the profit. It was believed by the original owner Jack Taylor, that if company will look at out for the first two (customer and employee), revenue will follow which tended to work hence company could outperform many competitors...
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...How has Enterprise Rent-A-Car (ERAC) defined its service differently than that of the typical national car rental company? Basically, ERAC focuses on customers’ convenience. In order to support their convenience, ERAC has established a lot of its branches over the regions, which makes the company offer rental service within 15 minutes. In addition, it provides customers shuttle service to bring them at their homes, offices, or repair shops without fee. So, customers can easily use its service at homes or repair shops. The company segments customers more widely than other car rental companies. While typical car rental companies usually catch the people who need a car for trip or business for customers, ERAC expands the range of customers to the people who need a car because of repair service, theft, or special purpose like treating guests or family trip. Customers can choose what they want to ride from the variety of kinds of cars from small cars to luxury cars. Also, ERAC serves its cars at lower price than that of other rental companies in spite of having lot of cars. It can be possible because ERAC reduces cost by keeping its cars on the road for six months. 2. What features of its business concept allow ERAC to compete effectively with the existing national rental car companies? As mentioned previously, having many branches makes value for ERAC. From this, the company can provide convenience to customers. Whenever customers want to use its services, Enterprise promptly...
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...A case analysis of “Enterprise Rent-A-Car: Measuring Service Quality” A Case Analysis of “Enterprise Rent-A-Car: Measuring Service Quality” I. Statement Of The Problem General: Enterprise’s managers wondered how they could improve the customer-satisfaction-tracking process. Specific: To identify and take action on customer service problems quickly and efficiently. II. Areas of Consideration There are two major factors contributing to the problem. First, although the company is getting a 25% response rate, in which the results indicated a big difference between the best performing and the weakest regions where the business is operating, the survey results were not meaningful enough in giving information. Second, the survey could take up to two months to get the results back, and the company believed it needed a process that would get the customer satisfaction information more quickly, so its branch managers could identify and take action on customer service problems quickly and efficiently. III. Alternative Sources of Action I may suggest a number of other possibilities rather than just mailing survey forms to their customers. Enterprise could put up a survey form in each vehicle so that people experiencing a problem could record/report it while it is still fresh in their minds. And customers could mail these in turn or turn them in whey return the car. I may also suggest that Enterprise employees could hand the customer the questionnaire...
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...Enterprise Rent-A-Car: Measuring Service Quality 1. Analyze Enterprise’s Service Quality Survey. What information is it trying to gather? What are its research objectives? Enterprise used the survey to capture data about customer’s satisfaction. Management objectives are to keep current customers satisfied, improve customer service and increase car rental in the remaining 20% in the discretionary market. Research objectives to determine the level of satisfaction: Customer’s rental car experience, the rental process, vehicle preferences, customer awareness and rental history. With the data provided the company will be able to determine if a satisfied customer will be a repeat customer and refer others to the company. 2. What decisions has Enterprise made with regards to primary data collection-research approach, contact methods, sampling plan, and research instruments? Method of research used by the company is descriptive research. In order to track customer satisfaction, knowledge, preferences and attitudes of customers Enterprise chose survey research as their research approach. Contact methods used to gather data was mail. Sending surveys to one in 20 customers indicates that the company used simple random probability and the research instruments used was the survey. 3. In addition to or instead of mail survey, what other means could Enterprise use to gather customer satisfaction information? Enterprise could contact customers...
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...Accepted Manuscript Title: Effect of layer thickness on thermal properties of multilayer thin films produced by PVD Authors: B. Tlili, C. Nouveau, M.J. Walock, M. Nasri, T. Gharib PII: DOI: Reference: To appear in: S0042-207X(11)00353-8 10.1016/j.vacuum.2011.09.008 VAC 5485 Vacuum Received Date: 20 February 2011 Revised Date: 5 September 2011 Accepted Date: 18 September 2011 Please cite this article as: Tlili B, Nouveau C, Walock MJ, Nasri M, Gharib T. Effect of layer thickness on thermal properties of multilayer thin films produced by PVD, Vacuum (2011), doi: 10.1016/ j.vacuum.2011.09.008 This is a PDF file of an unedited manuscript that has been accepted for publication. As a service to our customers we are providing this early version of the manuscript. The manuscript will undergo copyediting, typesetting, and review of the resulting proof before it is published in its final form. Please note that during the production process errors may be discovered which could affect the content, and all legal disclaimers that apply to the journal pertain. ACCEPTED MANUSCRIPT Effect of layer thickness on thermal properties of multilayer thin films produced by PVD B. Tlilia,b, C. Nouveaub, M J Walockc,a, M. Nasria, dT.Gharib. UR. Mécanique Appliquée, Ingénierie et Industrialisation (M.A.2I), ENIT, BP 37, Le Belvédère, 1002 Tunis, Tunisie b Laboratoire Bourguignon des Matériaux et Procédés (LaBoMaP), Centre Arts et Métiers ParisTech de Cluny, Rue Porte de Paris, F-71250 Cluny...
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...are used to make strategic decisions. Enterprise Rent-A-Car has developed a successful Graduate Trainee Programme. The programme allows graduates to receive classroom based orientation sessions on management. These sessions teach graduates business skills needed to be able to manage that branch themselves. This report will show the appropriateness of business information used to make strategic decisions. Moreover, Enterprise Rent-A-Car has introduced a “pick-up service”. These services are available only in the UK and have a limited pick up locations. The least amount of hours that you can rent a car with picking up is 24 hours, while the maximum is 48 consecutive hours. A vehicle class of manual or automatic can be determined on which upon the car that a client chooses to be picked up in can be selected from a variety of available cars. The renter’s age group must be given. In this report, will show the appropriateness of the information given on the website for Enterprise Rent-A-Car, and this report will conclude with recommendations on how to include additional information and make the website more suitable. Background on Enterprise Rent-A-Car Back in 1957, Enterprise rent-a-car was found, as a result of in those days, it was referred to as executive Leasing. However, the thinking behind the business hasn’t modified much down the years. Founder Jack Taylor’s visionary idea was that customers would see the advantages of leasing cars instead of buying them. In 1974 an enterprising...
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...About Enterprise | | | Founded in 1957, Enterprise Rent-A-Car is an internationally recognized brand with more than 6,000 neighborhood and airport locations in the United States, Canada, the U.K., Ireland and Germany. Through tremendous leadership and the entrepreneurial spirit of our employees, we have built the largest car rental brand in North America, known for exceptionally low rates and outstanding customer service. Today, Enterprise Rent-A-Car offers a wide variety of car leasing, vanpooling, car sharing and hourly rental programs – and local car rental customers are picked up at no extra cost. | | | | Neighborhood Network | | Unlike our competitors, we have always operated through an extensive network of local, neighborhood offices, each powered by the energy of a small, highly entrepreneurial team. The concept grew from humble beginnings: the basement of a St. Louis car dealership with a small team of bright, ambitious colleagues fielding phone calls, calculating rates and washing cars. Our first customers were the ones who really shaped the business model that we use today. They told us they wanted to rent cars where they live and work. As we built Enterprise, one neighborhood at a time over the years, we also built strong relationships with the people who call those communities home, and it is because of those relationships that we have achieved unprecedented growth. Through our neighborhood network, Enterprise: * Has locations within 15 miles...
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...Topic Table of Contents Page No. Task 1 1.1 Personnel management and Human resource management. 3 1.2 The functions of human resource management (HRM) in the Enterprise Rent A car 4 1.3 The roles and responsibilities of line managers in the HR department of Enterprise Rent-A-Car 5 1.4 Analyse the impact of UK legal and regulatory framework on human resource Management 6 Task 2 2.1 Analyse the reasons for Human Resource planning for Enterprise Rent A Car: 7 2.2 Outline the sages involved in planning its human resource requirements 8 2.3 Compare the recruitment and selection process of for Enterprise Rent-A-Car 10 2.4 Evaluate the effectiveness of the recruitment and selection techniques of the two 11 companies discussed above. Task 3 3.1 Assess the link between motivational theory and reward at Enterprise Rent-A-Car 12 3.2 Evaluate the process of job evaluation and other factors determining pay 13 3.3 Assess the effectiveness of reward systems in two different work contexts 14 3.4 Examine methods that are being used by businesses to monitor employee performance 15 Task 4 4.1 Identify the reasons for cessation of employment with Enterprise Rent-A-Car 16 4.2 The Exit procedures in two different organisations. 17 4.3 The impacts of the UK regulatory framework on employment cessation arrangements 17 Reference 19 Task 1 1.1 Personnel...
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...References 9 Rent A Car Question 1 In 1957 Jack Taylor founded this rent a car enterprise and now Rent a car enterprise is one of the foremost car hire companies and is the largest purchaser of cars in the world. In order to deliver their service company has 75000 employees and follow the concept which believe by the founder of the rent a car called” Take care of your customers and employees first and profits will follow” from that perspective management of the company set four interrelated objectives there are (Farndale E , 2011) * customer satisfaction In here management mainly concern about their customers and the quality of the service they deliver to their customers. In order to measure the quality of their service company use enterprise service quality index. (Bardwell J, 2004) * Fleet growth Through the fleet growth management consider about the convenience of the employees as well as customers. This may lead to grow the customer loyalty of the rent a car enterprise. * Employee development. In here management consider about the carrier development of the rent a car employees because company believe that customers expect to be treated in a particular way by a service oriented business. Therefore to deliver great service enterprise needs well- trained and well- motivated staff. (Hallowell R, 2004) * Profitability Management concern about the profitability if they satisfy the above three objectives in an effective mannerRent a car enterprise believes...
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