mba paper
Running head: PART ONE 1
CONSUMER STAKEHOLDERS: PRODUCT AND SERVICE ISSUES 5
Residency Learning Acitivity – Part One
Abhinav Meesa
Business Sust , Corp Govn & Org
January 29, 2021
Consumer Stakeholders: Product and Service Issues
Jiffy Lube is a main supplier of car preventive support offering administrations from oil changes to tire turns the nation over with establishment possessed assistance places. Its experts are not simply profoundly prepared in preventive support, they are likewise exceptionally prepared in client care that will help you discover the assets and data required, regardless of whether it's coming up, on the web or by getting to your vehicle producer's suggestions (Jiffy Lube, 2021).
Moreover, it is known for best in class quality, services, highly trained support staff, employeers, jiffy lube thrives to provide its customers the best experience in terms of quality, maintenance, services etc. But in some of the situations jiffy lube is being faced with product and service issues from consumer stakeholders. Majority of them complained for the oil change leading to reduce the productivity of the vehicle in terms of speed. Customers have been filing the complaints mainly for the poor in person customer service while others have facing rude attendant behavior (consumeraffairs, 2021)
At the same time jiffy lube is being faced with complaints from own employees where they are opposed to do what the customer expects. (jiffy lube). (problems).(experiences). Its contradicting their own values for unknown reasons where human resources and legal departments should take a key action setting the things right and the organization should look into its feedback from the front line employees in the field by conducting some surveys from customers and employees that would help them to improve customer experience as well employee experience. Jiffy lube can research into each of the problem from customer and employee perspective thereby arranging a committee that would with specific level ground level employees to improve the quality of the products and services provided.
The other key issue where jiffy blue is being faced with is providing fake test results and billing the customer for high rates in various cases such as replacing the new air filter despite of the fact that the filter has been replaced few days ago, transmission fluid is in wrong color when the color doesn’t even count, chopping a volvo filter to fit Mercedes, air filter crosses with live chipmunk, customers advising the public not to trust the employees as they do not follow the manual , replacing the new installed belts immediately stating reasons that are not viable to believe, delivering false promosises in order to make the sale that led to loosing trust. These reasons made the customers leave the services and products offered by jiffy lube. cheatsheet.(money-career).(jiffylube).(reputation).
Some of the customers are complaining that there is a safety as well as quality issue with the services provided by jiffy lube. A coolant issue was reported and the customer dropped the car where in return after the repair was done the customer was facing an issue more worse. This led the customer to return the car stating the reason. After the second check the customer was informed that coolant was replaced with a used filter that caused the vehicle to produce over heat that he experienced complaining to a safety as well quality issue. This was a problem that persisited with a chain of customers complaining about oil change, air filter etc.(Better business bureau).(2021).
Word related Health and security (OHS) advises the jiffy lube to out brakers on slip to fall perils. One of the representative working in the seaward area of a Jiffy Lube oil changing office in Arlington neglected to keep floors dry to keep workers from falling and different risks. Proposed punishments absolute $52,700. This made parcel of contentions for the organization manage and settled down the charges and infringement was referred to for neglecting to keep up dry floors and permitting floors to be smooth from oil and water gathering, which made slip and fall dangers. Heartland Automotive Services was referred to for this infringement in January 2011 at a Kansas City, Kan., office (OSHA, 2011).
References Jiffy Lube.(2021) https://www.jiffylube.com/about consumeraffairs.jiffylube.(2021).automotive.reviews. https://www.consumeraffairs.com/automotive/jiffy_lube.htm?#sort=top_reviews&filter=1 jiffy lube. (problems).(experiences) http://www.jiffylubeproblems.com/Experiences1-25.htm cheatsheet.(money-career).(jiffylube).(reputation) https://www.cheatsheet.com/money-career/how-jiffy-lube-got-a-reputation-for-ripping-off-people.html/ (Better business bureau).(2021) https://www.bbb.org/us/nc/chapel-hill/profile/mobile-auto-lube-and-oil/jiffy-lube-0593-21817/complaints 2011 at a Kansas City, Kan., office (OSHA, 2011). https://ohsonline.com/articles/2011/10/26/osha-tells-jiffy-lube-to-put-the-brakes-on-slip-fall-hazards.aspx?admgarea=news&m=1