Entrepreneurship of Autoglass Company - Case Study Example

Entrepreneurship Table of Contents Introduction 3 Discussion 3 Core Business Functions 4 Hierarchy and Management Responsibilities 5 Effectiveness ofBusiness Operation 6 Challenges and Suggested Solutions 7 Recommendations for Future Development 7 Conclusion and Recommendation 8 References 9 Introduction Autoglass started its business operation in the year 1969. Initially it was a small family owned business organization owned by Tony bates named Windshields headquartered in Bedford. The organization became popular due to its pioneer approach. The central business philosophy of Autoglass is to make life comfortable and easier for the motorists. Earlier the windscreens of automobile vehicles were made of strong and toughened glass that might smash and break if hit with adequate force and the glass’s pieces would finish up inside the car. However, Autoglass was established officially in the year 1974. Slowly and gradually, the organization developed 100 mobile fitting units and 40 branches across UK within 1983. Two potential firms merged together to form Autoglass. Presently the organization operates with its 180 branches across UK. Major business idea of Autoglass was to transform itself to a customer service company from a garage service company. Overview of the business process of Autoglass is to assist the motorists to replace the windscreen of vehicles. It is true that each and every motorist needs to change his or her windscreen in every ten years. Major business objective of Autoglass was to become a recognized world class service provider for the customers. The management of organization always wants to enhance employee satisfaction to ensure customer satisfaction. Discussion The essay will analyze the case study about Autoglass by providing solutions to the provided problems related to the case study. Core Business Functions Customer satisfaction and employee motivation are two major core business objectives of the organization. The management of Autoglass always motivates employees in order to maintain good and healthy workplace environment. According to the management of the organization, employees are the major assets of the organization. The management of the organization has ensured high employee satisfaction through an enthusiastic, well developed, highly motivated and valued work force. According to the management, skilled and motivated workforce, and higher degree of employee satisfaction can help the organization to ensure greater customer satisfaction. Apart from all these things, the management of the organization took several initiatives in order to become one of the leading service providers within this industry. Autoglass is the first organization that introduces 24 hours emergency roadside service assistance for the customers in case of any damage or breakdown. It helped the organization to gain huge customer loyalty (Cook, 2004, p.6). Moreover, Autoglass is the first ever organization within the industry that has introduced centralized call centre to assist the customers regarding the quarries and questions. The management of the organization has introduced 24 hours in a day call centre in order to enhance customer satisfaction. The organization has hired 109 talented and skilled customer advisors in order to handle the critical and frequent calls of customers regarding any kind of issue. It is true that, damage or breaking of glass can be happened due to natural reasons and criminal activities. The organization has created joined force with a leading security and audio re-installation organization in order to ensure the safety of the wind screens. Therefore, it is clear from the mentioned facts that the organization has considered each and every possible strategy and activity in business operation process in order to promote customer satisfaction effectively. Hierarchy and Management Responsibilities It is clear from above discussion that the organization started its business operation in the year 1969 in name of Windshields. Initially the organization followed family ownership stricter. Then Autoglass was officially established in the year 1974. Autoglass actually is the formation of two merger organizations. One is Windshield that followed family ownership structure and other organization followed process orientated flat organizational structure. After the merger, Autoglass started to follow flatter organizational structure and the development of “people first” organizational culture is the evidence of the flatter organizational structure. The organizational structure of Autoglass consists of limited hierarchies as the management always tries to include the importance of each and every employee in the strategy development and decision making process of the organizations. The management of the organization ensured freedom for each and every employee in the organization in order to ensure high self-confidence and motivation for all the employees. This flatter organizational structure motivated each and every employee to give solution to the problems. Moreover, effective technical training and development programmes for each and every employee helped the management of the organization to pose required skills and techniques for all the employees (Robbins, 2009, p.81). The responsibility of the management of Autoglass is to take care of the employee satisfaction. It is the vision of the organization to become one of the leading service providers within the industry. According to the management of the organization, skilled and motivated employees are the major business growth drivers of an organization. Therefore, the management of the organization has ensured employee satisfaction aspect in order to enhance greater customer service management process (Kuballa, 2007, p.32). Effectiveness of Business Operation It is clear from the case study and above discussed point that Autoglass has developed and implemented several important and unique strategies in business operation process. It is true that the organization has developed effective CRM strategy in order to meet the satisfaction level of the target customers. Moreover, the organization has adopted business expansion strategy by introducing more number of branches and mobile fitting stores across UK in order to support its developed emergency fitting services for the customers. It is true that the organization is operating within a service providing industry. Therefore, the above mentioned strategies helped the organization to gain huge customer loyalty. In addition to this, the organization has able to win the trust and loyalty of the customers through the introduction of centralized call centre. The talented customer executives help the customers to provide effective solutions to the asked questions and quarries by the customers. Employee motivational strategy also can be considered as an important business operational element that has been considered by the management of the organization in business operation process. The organization takes care of the employee satisfaction aspect in order to ensure employee motivation and conflict free workplace environment. This process allows the organization to ensure greater customer satisfaction (Fogli, 2007, p.47). It actually helps the organization to maximize business profitability and high revenue generation. Challenges and Suggested Solutions The organization faced issues in the training and development process of the human resources across the organization. It is quite difficult for an organization to get talented and skilled employees who can handle the job stress and pressure with greater flexibility. However, the management of the organization has expertly suggested some solutions to the managers across the company level as well as branch level to overcome the existing issues in HR department regarding training and development process for employees. The management of the organization focuses on effective training and development process for each and every individual employee of the organization (Whitman, 2001, p.39). In addition to this, the management of the organization has introduced “Startline” programme for the employees in order to increase their technical skills and practical knowledge. These suggestions and initiatives helped the organization to develop a strong workforce in both company and branch level. Recommendations for Future Development It is clear from the above discussed points that the organization has effectively adopted and implemented several unique strategies in business operation process. Therefore, the management of the organization should continue with its existing strategies and business operation plans. In addition to this, the management of the organization should try to expand its business operation practices outside of Europe. Day-by-day, demand for innovative and customer oriented services is increasing significantly among the people around the globe. Development and implementation of global business expansion strategy will help Autoglass to increase its market share and profitability (Allen, 2002, p.38). Conclusion and Recommendation Autoglass has pioneered itself within the industry through the implementation of effective customer service management process. In addition to this, effective consideration of employee satisfaction aspect helped the organization to take care of the needs of customers with greater expertise. Following recommendation plans will help Autoglass to increase its business growth rate in near future. First of all, it is important to take care of the personal and professional needs of employees. Installation and implementation of modern PR software like Big Data and Salesforce will help the employees to understand their job role more comfortably. It will help them to track their day-to-day activities. Moreover, these software applications will help the employees to communicate with the top level management quite easily. Secondly, the organization should implement advanced technological systems in business operation process. Installation of advanced information communication technology tools and applications will help the employees to communicate with the customers quite easily. It will automatically help the organization to bring speed in business operation process. Last but not the least; the management should try to introduce cost leadership business level strategy in business operation process in order to implement economic pricing for the customers. It will help the organization to support the purchasing power of the customers. As a result, it will help the customers to gain quality services in economic price level. References Alen, D., 2002. Linking Customer and Employee satisfaction. London: Routledge. Cook, S., 2004. Measuring Customer Service Effectiveness. London: Routledge. Fogli, L., 2007. Customer Service Delivery. London: Cambridge University Press. Kuballa, J., 2007. Employee satisfaction. London: Kogan Page. Robbins, S., 2009. Organizational Behaviour. London: Sage. Whitman, J., 2001. Delivering satisfaction and service quality. London: Sage. Read More