Introduction
The intention of this work is to determine the most important problems of the ADO company in order to be able to achieve the objectives that the company already had or raise and be able to reach these objectives in case of not having them.
The strategy is to be able to use the tools provided in the field of business management, in order to be able to acquire knowledge through practical action.
Among the strategies that I will use for this research is to apply a method where the missions and visions of the company are defined as well as being able to determine the strengths, opportunities, weaknesses and threats through a SWOT matrix.
The purpose of the work is to provide an opportunity for change to the company if needed and to be able to identify and have an order in the spine of the company to be able to identify and keep in mind how the operation and projection of the company is.
Strategic planning has a lot to do with foresight, planning is trying to anticipate situations that can affect us, positively or negatively, for this reason this type of exercise is necessary within organizations, to try to anticipate changes or future events, trying to confront them and catalyze them for good. Unfortunately, administrators are not magicians or mentalists who can accurately predict the future, what some do have, fortunately, is that they are visionaries who look further than others and therefore have the right projection of the future.
The work consists of 2 stages Planning the service and Executing the Service that will be explained below.
Abstract
The intention of this work is to determine the most important problems of the company ADO in order to achieve the objectives that the company had already raised or raise and reach these goals should not have them.
The strategy is to use the tools provided in the field of business management, in order to acquire knowledge through practical action.
Strategies who uses for this research is to apply a method which clearly defines the mission and vision of the company as well as to determine the strengths, weaknesses, opportunities and threats through a SWOT matrix.
The purpose of the paper is to provide an opportunity for change to the company in case of need and to identify and have an order in the backbone of the company to identify and keep in mind as performance and projection of the company.
Strategic planning has a lot to do with forecasting, planning is try to anticipate situations that may affect, positively or negatively, for it becomes necessary within organizations such exercise, to try to anticipate changes or future events trying to confront and catalyze them for good. Unfortunately, managers are not magicians or mentalists who can predict the future accurately, what they do have some, thankfully, is that they are visionaries who look beyond the others and therefore are right in the projection of the future.
Work Planning coast 2 stage service and Running the Service which will be explained below.
Development
Planning the service
Identify relevant internal aspects
The relevant aspects of the organization's management are classified according to the SWOT matrix considering the following aspects:
- Management of material resources Management of commercial, operational and administrative processes Client management Management of collaborators Our service strategy
The Basic Value Proposition and the Differentiating Value Proposition that we offer to passengers when traveling with us are indicated in the Strategic Transport Map.
Basic value proposition (From the Basic Value Proposition the Basic Service Promise is born.)
- PunctualitySafetyTreatmentComfort and cleanliness
Differentiating value proposition
- Closeness to the customer Consistency in service The best drivers Convenience Comprehensive solutions.
What are the basic promises of the service?
- These are the specifications that must always be delivered to the customer. These specifications are grouped into Attributes.
Let's see the analysis of the Basic Promise of the Service offered by the ADO Group in the Chiapas market.
|
TAPACHULA MARKET |
||
|
Brand |
Normal price |
Promotion |
| OCC |
$ 316.00 |
$ 216.00 |
| ADO GL |
$ 378.00 |
$ 280.00 |
| PLATINUM |
$ 572.00 |
$ 418.00 |
|
PUEBLA MARKET |
||
|
Brand |
Normal price |
Promotion |
| OCC |
$ 844.00 |
$ 488.00 |
| ADO GL |
$ 1,008.00 |
$ 776.00 |
| PLATINUM |
$ 1,308.00 |
$ 1,308.00 |
|
MEXICO MARKET |
||
|
Brand |
Normal price |
Promotion |
| OCC |
$ 960.00 |
$ 480.00 |
| ADO GL |
$ 1,146.00 |
$ 572.00 |
| PLATINUM |
$ 1,430.00 |
$ 714.00 |
| Basic promise in the OCC Service (Features in the main service) |
Attribute |
F / O / D / A / |
| Old, uncomfortable buses, 3 screens, 48 seats, the old toilets (Dirty or Faded, Mirrors broken), All the
bus. |
Price |
Weakness |
| Basic promise in the ADO GL Service (Characteristics in the main service) |
Attribute |
F / O / D / A / |
| New, comfortable buses with 40 seats and 5 LCD screens and individual toilets for Men, Ladies and Cafeteria on board. |
Price Comfort Entertainment |
Strength |
| Basic promise in the ADO GL Service (Characteristics in the main service) |
Attribute |
F / O / D / A / |
| New buses, comfortable 25 seats, individual screens, individual toilets for Men, Women and cafeteria
on board. |
Price Comfort Entertainment |
Strength |
All the information collected up to this point is consolidated in the SWOT Matrix to carry out the analysis of the internal and external situation of the service.
SWOT
Based on the analysis of internal and external factors, strategies for improving service quality are identified.
The strategies can be:
SWOT
These strategies can be ranked according to their impact, their viability and their need for application. In general terms we have to:
SWOT
Each strategy must be measurable to objectively determine its impact on the business.
- Indicators Target Responsible area
The strategies for improving the quality of the service are materialized through the processes and procedures.
These are the relationship levels…
Levels of relationship between strategies
Running the Service
Preparation of the comprehensive action plan
This is the comprehensive action plan of the Palmeras hotel:
Than?
"High priority strategy"
At the moment of having contact with the client, explain these points.
Implement differentiators of customer service from First Class to Luxury Service and the advance purchase of their travel tickets.
Why?
"What is to be achieved"
To generate a competitive advantage by taking advantage of our bus services and that the client acquires his luxury ticket and that the greater time in advance he acquires his ticket, he saves 50%.
Who?
"Responsible for the strategy"
General Manager and Commercial Manager
When?
"Commitment date"
01/01/13
Where?
"Area in which it will be executed and measured"
This will be carried out in the Service Windows area where the Sales Advisor has contact with the Clients.
How?
"Step to execute the strategy"
With the support of the Route and Market Supervisor and the Sales Leader.
Integration of work team.
The Analyst will verify if the corresponding process is working according to the implemented strategy.
What to do in case of contingency?
"Reaction plan"
Season of high influx of passengers an abbreviated standard of service with the main aspects of customer service.
Internal and external communication of strategies
Once the above is done, the new elements of the Basic Service Promise must be communicated to the client through the appropriate means
With the support of the Corporate Marketing Coordination.
Customer satisfaction monitoring
It is one of the main success factors of large corporations
Local surveys can be conducted with the questions that the business requires
It allows us to know if there are differences between what is planned and what is being delivered to the client
It allows us to react quickly and in a timely manner to correct service problems
Some ideas for designing a satisfaction survey are:
Customer satisfaction monitoring
The results of the survey are consolidated in the Customer Satisfaction Dashboard *, in which improvement actions are documented.
Customer satisfaction monitoring
The surveys that our passengers will fill out will help us to know where we are failing and what we should put more effort into to achieve the satisfaction of each client and with that we will achieve the desired success.
Finally, the closure of customer complaints must be permanently monitored to promote their loyalty in the medium and long term.
conclusion
The customer is always looking for specific features (or specifications) to meet their needs.
Proactivity with the client consists of knowing their specifications in advance and considering them to add value to the Basic Promise of the Service.
The customer has a bad service experience when they do not receive what is promised.
The customer is always first and it is necessary to serve them with the attributes they deserve.
You have to be aware of customer satisfaction when you travel with us.
One of the important strategies of the ADO Group "Advance Purchase" that saves up to 50% in just one single trip, this is because in some markets it has lost a lot of demand, since the competition handles a much lower cost than that of the Group.
General Objective thus our Collaborator of the company of the Sales Area.
The Sales Advisor will identify and execute strategies and actions to improve the quality of the service of a brand or product based on the customer's requirements and the internal and external conditions of the business.
Bibliography
Planning the service and running the service. Tuxtla Gutiérrez: ADO Group, 2012.
