Reference no: EM132975528

Read the case study in the text (page 45) "Patterson Auto Sales and Service".

Describe 3 specific issues Bill Patterson must consider, based on the facts and cicircumstances presented in the case - specifically addressing the survey results. You may use ONLY the facts presented in the case. Understand that the focus of this case is to get you to think about MEASUREMENT. It's easy to throw out random suggestions, but ONLY what gets MEASURED gets DONE. The difference between success and failure for any service improvement is MEASUREMENT. The ability to measure leads to consistent individual accountability which leads to consistent individual performance which leads to consistent team performance which leads to improvement.

For each of these 3 specific issues:

• List 3 specific action steps which could be taken. These must be specific enough so that if you handed them to Bill Patterson, he could act on them in a way that would be observable and measurable. For example, "improve customer service" is generic, not measurable, and therefore not actionable (and certainly not an effective action step). "Answer all incoming calls within 3 rings" is specific, actionable, and measurable.
• Describe EXACTLY how you would MEASURE each of the action steps. You must be very specific here as well. Specific enough that if you handed them to Bill Patterson, he could implement these measurements immediately. For example, if one of the things you were going to measure was "answer the phone in three rings", how, EXACTLY, would you measure that?