Implementing Customer focused Service Concept in Auto Workshops in Israel
Implementing Customer focused Service Concept in Auto Workshops in Israel

Summary/Abstract: In the recent years, the automobile market in Israel had undergone substantial changes. Changes in government taxes, special regulations by the different ministries and changes in customer awareness have led the different car importers into intense competition. At the same time, the antitrust (commissioner of competition) and the ministry of transportation had led significant changes in the after-sales market, causing an increase in competition that led the branded auto workshops to lose market share. As result from increasing competition in the sales and the after sales car markets, the different car importers put their main attention in improving customer satisfaction and loyalty through after-sales service. This approach was led by adopting the "Service Profit Chain" concept, through intensive investment in facilities, processes and employee training. This report will examine the implementation of the customer focus service concept on branded car service network. The report will begin with the description of the relationship between service and sales of cars, it will continue by describing the Israeli car service market, which then will be followed by description of the service profit chain in the car service market. Finally, the report will examine the main findings on one auto workshop, which implemented this concept.

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