This company is a local car rental agency located in the Tucson region with about 20 full-time employees and hires several contractors to do overspill work. With over 15 years of business practice in Tucson, they have made them very experienced in the business. Fortunately, the owner of the company was willing to work with me to research their operations and process and possibly even see rooms of improvement. When looking at our current topics of studies which in chapters 9 and 10 covers topics in Management of Quality. I asked management how they utilized Management of Quality for their business affairs. After explaining what Management of Quality is and telling them it involves what the name says, quality and quality assurance by management, to meet detailed achievement standards. I explained to them, Management of Quality is all about quality which entails the ability of a product or service to consistently meet or exceed customer expectations.
I asked management at New Mexico Auto Rental about their efforts of Management of Quality and how they made the effort for quality assurance. They began to explain the importance of quality in a competitive industry like car rentals. “There are so many car rental companies out there now a days, it doesn’t matter that we are one the first in town, people go to places that have good quality at competitive prices”. We began to converse about how they measure quality assurance. They showed me a quick one minute survey that they ask customers to take after they have returned rental cars. This survey asks about the quality of the service (how the rental agents treated them) and the products (rating the rental car itself). They use an algorithm to score the products out of 10. They try to achieve a 9.5 out of 10 at all times, however it ranges from 7.5 to 10 depending on the week and how busy they are. Similar to what we learned in the early chapters in operations management, they explained to me there is no such things as...