MAN 4162 Group 1 Members Francisco Caraballo Chair

MAN 4162 Group 1 Members Francisco Caraballo - Chair Orlando Hurtado Regina Reed Bertha Cabrera Group 1 - Real World Cases 1 Zappos – Presenter: Regina Reed Fields Auto Group – Presenter: Orlando Hurtado Coca-Cola Co. – Presenter: Bertha Cabrera SUMMARY - Group Chair: Francisco Caraballo

2 Fields Auto Group-History Headquartered in Orlando, Florida, named Fields Auto Group. Dan Fields is the third generation of owners of Fields Auto Group. The main dealership is in Orlando, Florida and they have expanded to other 3 States counting Illinois, Wisconsin and North Carolina plus Canada. This is a family owned and operated successful business since their early beginnings. Their business culture is based on rectitude. In their daily service they emphasize the importance of treating the customer fairly. Fields’ Vision “We believe our employees are our greatest asset. As such, we treat all employees with respect and appreciation for their contributions to the company. ” Fields e-Commerce The website of Fields Auto Group is http: //www. fieldsauto. com/

3 Fields Auto Group Organizational Culture A Learning Organization sharing the training with the owner. Working in this organization will have advantages (rewards) as they care about their employees who are treated like an extension of their family. They have a customer-centered culture. Fields Auto Group Competitive Advantage Compared with other dealers, Fields Group offers similarities like the oil change and the car wash. Fields Group provides discounts to students and senior citizens. What is unheard is the training conducted by the owner, the use of technology with the innovation to allow the customer to call the salesperson at their leisure avoiding being greeted on arrival. Prospective customers will just call when they are ready. The smart chip connected to repair services is a plus for them.

4 Fields Community Involvement -Sustainability “Recommend a Charity Campaign” similar to what United Way is doing where you select a charity from their list and they will give them a donation on your behalf. Fields Auto Group Strengths vs. Weaknesses Analysis Strengths of Fields Auto Group are closely related to their competitive advantage. Offering excellent customer service as already mentioned and training their employees (learning organization) for the best personnel in the area accounts for the success of this company. Their revenues exceed the $1 B. Their employees envision the mission of the company. Therefore the employees will do their very best to serve the customer needs and wants aim to exceed customers’ expectations. They quantify customers’ satisfaction through periodic surveys