Enterprise Rent-a-Car Case Analysis Enterprise Rent-a-Car (Enterprise) is the largest rental car company in North America with more than 65,000 employees across five different countries. Enterprise is a big company that has the approach and feel of a small business. Its mission is to “fulfill the automotive and commercial truck rental, leasing, car sales and related needs of our customers and, in doing so, exceed their expectations for service, quality and value.” (Enterprise Rent-a-Car, 2007) Enterprise strategy to achieve and fulfill its mission started by Jack Taylor’s simple philosophy: “Take care of your customers and employees first, and profits will follow.” The key elements of Enterprise Strategy are: Strive to earn customers’ long-term loyalty by working to deliver more than promised, being honest and fair to provide exceptional personalized service that creates a pleasing business experience. Motivation of its employees to provide exceptional services to their customers by supporting their development, providing opportunities for personal growth and fairly compensating them for their successes and achievements. Promotion of managers from within who will serve as examples of success for others to follow. In a nutshell, Enterprise’s strategy is to satisfy its customers and motivate its employees to achieve growth and long-term profitability. Its business model is to hire smart, motivated individuals and teach them to run a business by delivering exceptional customer service. Delivering exceptional customer service results in completely satisfied customers and satisfied customers will continue to do business with Enterprise and even tell others about the company, which results in business growth at each of i... ... middle of paper ... ...ur customers and employees happy, profits and growth will follow. In addition, Enterprise should always be aware of the tough competition that is out there and fight against it with innovative ideas and outstanding customer service. As Andy Taylor said, “We own the high ground in this business, and we aren’t going to give it up.” References Thomson, Strickland & Gamble (2008). Crafting & Executing Strategy, sixteenth edition. McGraw Hill. About Us (2008). Enterprise Rent-a-Car. http://aboutus.enterprise.com/index.html INTERNATIONAL: CASE STUDY - Enterprise Rent-A-Car. (2008, February). Employee Benefits,S10. Retrieved May 21, 2008, from ABI/INFORM Global database. (Document ID: 1426937171). Alison Stein Wellner (2007, November). NOTHING BUT GREEN SKIES. Inc, 29(11), 115-120. Retrieved May 21, 2008, from ABI/INFORM Global database. (Document ID: 1381403071).
Enterprise is an internationally known car rental, with more than “7,000 neighboring and airport locations throughout North America and Europe. Enterprise is the largest car rental brand in North America, well-known for its great rates, award-winning customer service and picking up local car rental customers at no extra cost” (About). Enterprise offers great leadership opportunities to its employees and helps them become entrepreneurs. They provide over 1 million job opportunities worldwide, this private company thrives its self in customer service because they thrive on being personable by creating relationships not just transactions
Besides marketing its customer service, the company markets different programs according to its three major types of customers. Some of them being,
Riordan has identified criteria in four areas that define the company’s mission statement. First, the company focus is to have attitudes and abilities that exceed industry standards to provide solutions for customer’s challenges and lead the industry in Research and Development. Second, the mission for customer relationships is to be a solution for the customer, maintain quality, innovation, and customer service at a reasonable price. Third, to ensure the long-term viability of the company, the mission to the employees is to have an innovative and team oriented working environment, in addition to keeping the employees informed and supported. Lastly, the future of the company depends on maintaining profitability to allow growth in the company (Apollo Group, 2004).
According to the authors, De Wit & Meyer (2007), this can be a dangerous move and quite possibly lead to bankruptcy. This was noted as a bold endeavor with a substantial amount of risk. Tom Folliard, the CEO of CarMax, uses innovation to redirect the current trend of standard practices, (De Wit, & Meyer, 2010). Through expansion, CarMax provided a wide variety of automotive brands to their customers, not limiting their sales to only a few makes and models, (De Wit, & Meyer, 2010).
Outstanding Customer Service shall define our business and we shall strive for 100% customer satisfaction.When customer talk we listen therefore we shall strategically align our business based on the customers voice
...e company’s competitiveness. Satisfied customers can help a business gain more customers through word of mouth. Ensuring excellent and consistent service and products will help the business perform better. Tim’s must embrace technology in its human resource management, bookkeeping, as well as its Marketing activities. This will improve efficiency, and reduce man hours considerably. Tim should consider investing more money into the business to allow him expand on product offering, which will help attract new customers.
Southwest Airlines Company (SAC) has turn out to be a shining example not only in the airline industry, but in the business world as a whole. At the heart of the carrier, their vision and mission statements have been diligently working to turn a dream into reality by becoming the world’s most loved, most flown, and most profitable airline, as well as be dedicated to the highest quality of customer service delivered with a sense of warmth, friendliness, individual pride, and company spirit, respectfully (Investor Relations, 2015). As a Fortune 500 company, SAC employs over 49,000 personnel to provide first-rate service more than 100 million customers annually. They credit much of their success to its triple bottom line approach
Hertz operates its car rental business through various brands in 145 different countries. Hertz was named, for the thirteenth time, by Travel + Leisure readers as the Best Car Rental Agency (Hertz Annual Report, 2013). Hertz is one of the top companies in the car rental industry by obtaining 18.6% of the market share (IBISWorld, 2014). In addition to the leading position that Hertz has built within its industry, the focus was to add more value offerings while recreating the experience in car rentals across the globe. Hertz employs both growth and competitive strategies to sustain competitiveness.
The company provides great benefits intended to contribute to keep employees motivated to succeed. Through random surveys and employee satisfaction questionnaires, the company is better able to effectively concentrate on employee satisfaction. The company’s website provides proof of employee satisfaction. AT & T has been identified:
Bombardier under its promise statement “The evolution of mobility” brings the idea to create better ways to move people around the world in a more sustainable way where Bombardier desires to be a good corporate citizen (Bombardier, 2007 & Bombardier, 2017). However, Bombardier aligned its promise statement with the creation’ shareholder value where they seek not only to improve its profitability but as well as to convert its income in cash flow too (Bombardier, 2016). Thus, Bombardier developed all its strategy by determining the goals and objectivities that are connected to both their stakeholders, shareholder, and their own needs and wants in three pillars: health & safety, environment, and employees (Bombardier, 2017).
The company has established good relationships with most of its customers which has assisted it to create high level of brand and customer loyalty
They deal with issues honestly and are quick to address problems within the company. Uber values driver independence by having a less regulations that other car services. The company considers drivers “Independent Contractors” that can make money while transporting people around town in their car on their own schedule (“Uber Driver Partner…”). The company states that pricing is based on market competition and that everything they do is economically adjusted based on consumer need (Wolff). Uber values fairness. Ubers loyalties are to consumers and Uber drivers. They consider themselves an example of a great business model. The Uber CEO stated that the company has “strong principals and [he] feels good about how they act in the marketplace” (“Uber CEO…”). Confucius Golden Mean is applicable to this case. Uber isn’t a perfect company, but it is morally sound. Its moral virtue is between two extremes. It makes a lot of money while maintaining its morality by promoting freedom for consumers and the independence of its
3. We endeavor to be dedicated, disciplined and loyal, providing consistent value and great service to all the clients.
-Customers: The company felt the importance of being customer-centric and innovate by adapting to customer
Porter argues that no firm can provide value in all the ways that people wish value to be delivered, so they should select one strategy; cost leadership, differentiation or focus. (Robbins & Barnwell, 2002)