Transcript GOLDCAR Rental

•Location
•Size
•History
•Business
sector
•Competitors
•Organizational structure


Goldcar is one of Spain's leading car hire
companies and the largest in the Mediterranean
area.
Our public offices and agencies are located at
the leading tourist resorts: the Costa Blanca,
the Costa Cálida, the Costa de la Luz, the
Balearic Isles and the Costa del Sol. Our branch
network and ‘Airport’ system cover a large and
vital area of the Mediterranean coastline. We
have offices at nine airports, which makes us
the car hire company with the greatest
presence on the Mediterranean coast.




We currently have 22 offices
A fleet of more than 20,000 vehicles
Highly qualified staff that provides a service
to more than 400,000 customers from all
over the world.
More than 400 employees at the service of
our customers.


Goldcar Rental, the new trade name of Europa
Rent a Car, was incorporated in 1985 with a view
to creating a car hire company that combines
both product quality and customer service
excellence.
History:
1985
The brothers Juan and Pedro Alcaraz began their
activity by hiring vehicles from their first office in
San Juan de Alicante next to carretera de Valencia
with four Ford Fiestas and one Ford Escort.



1987
The company opened a second office in
Torrevieja (Alicante).
1988
On 24 August, they constituted their activity
as a company, with the trade name of Europa
rent a car, s.l.
1989
The company's third office was opened in
Benidorm (Alicante).



1994
The facilities at Torrevieja (Alicante) were
modernised.
1995
They opened a new office at the airport of
Valencia.
1997
In Benidorm (Alicante), the offices were
moved to larger premises. And the first
licence was obtained in an airport in Alicante.



1999
The offices at Denia (Alicante) were opened and
the company began to grow rapidly, creating new
departments that required a central office in the
town of San Juan.
2000
A licence was purchased at the airport of Malaga.
The office at Aguilas (Murcia) was opened.
2001
The expansion process continued with the
opening of a new office at the airport of Murcia.



2002
Opening of offices at the airports of Jerez, Palma
de Mallorca and Almería.
2006
The last offices to be opened were those of
Gerona and Granada. This year also saw the
beginning of the change to the name of Goldcar.
2007
The new Goldcar Europa project for this year is
the opening of new, more modern and better
equipped facilities for the central office in the
town of San Juan.

Since it was incorporated in 1985, Europa Rent a Car
has been committed to tourism and has always
focused on promoting the supply available in Spain
on foreign markets through the provision of a vehicle
hire service without chauffeur at the leading tourist
resorts in Spain. It has taken an active part in the
main tourism fairs in Europe, such as the World
Travel Market in London, the ITB in Berlin, the De
Vakantie Beurs in Holland and Fitur in Madrid,
offering a quality service and product as a
complement to the other tourist options (beaches,
golf courses), hotels and leisure activities (Terra
Mítica, etc.). This means that 95% of our customers
are foreigners from various countries, especially from
Great Britain, which provides 55% of our custom.


The main office is located in Alicante – this is
a headquaters of the whole company
The other office which are dependent on the
headquaters are located in other
localizations:
Almeria, Cadiz, Girona, Granada, Islas
Baleares, Las Palmas, Malaga, Murcia, Sevilla,
Tarragona, Tenerife, Valencia
Products
and services delivered to customers
Design of a new good offered by the firm




Main product is renting a car in 18 different
places on south and east part of Spain(plus
Canary Islands and Balearic Islands)
Optional Equipment
Cover and insurance
Roadside assistance









Goldcar offers eight categories of cars to
rent:
Economic
Compact
Family Size
Full Size
Automatic
Vans
Cabriolet
Luxury




In each category there are from one to six
groups of different cars.
There is possibility to rent an additional
equipment- baby seats or gps navigation.
Goldcar offers three options of insurance:
normal, middle and relax(that gives renter
full protection in case of accident)
Goldcar offers also Roadside assistance- in
case of any problem with the car(renter just
have to call to Goldcar office)

Goldcar is going to spread its offer to other
cities and regions at Iberian Peninsula and
develop the fleet of cars – it depends on
market needs. Nowadays Goldcar's strategy is
based on renting brand new cars in good
conditions, well-equipped. All the employees
do their best to minimize the time of
proccess of renting

Goldcar is going to add new product- renting
a car that gives possibility to carry bigger
cargos- like surfboards or parachutes for
kitesurfers. Cars that suits to these needs are
pickups. Every year there are a lot o people
that play these sports and need to move.
Goldcar is going to help them.
The Pareto Chart is used to show the relative
importance of a set of measurements.



When to use it: Situations when it is useful.
How to understand it : Details of how it
works.
Examples : Some examples of usage.




Use it when selecting the most important
things on which to focus, thus differentiating
between the 'vital few' and the 'trivial many'.
Use it after improving a process, to show the
relative change in a measured item.
Use it when sorting a set of measurements, to
visually emphasize their relative sizes.
Use it, rather than a Bar Chart or Pie Chart to
show the relative priority of a set of numeric
measurements.


Given a set of recurring problems, it is
unlikely that each problem will occur the
same number of times in any one period. In
fact, it is common that a few problems will
occur far more often than the rest put
together. This unequal distribution occurs in
many situations and can be used to single out
the 'vital few' from the 'trivial many'.
The Pareto Chart is simply a Bar Chart in
which the bars sorted into size order, with
the highest bar on the left, as below.




This not only shows the absolute priority of each bar, through its
position in the chart, but also its relative priority, through its
height as compared with the other bars.
As the Pareto Chart is often used for decision making, it is an
important parts of building a Pareto Chart to identify the right
item to measure and show on the chart, as different measures
may well result in the bars be ordered quite differently.
In a stable process, the order of the bars may be expected to
remain constant. Thus, if the order of the bars changes with
successive measurements, this may indicate an unstable process
(or an insufficient number of measurements). Improvements (i.e.
changes in the process) will often result in the order of the bars
changing. If the improvements are maintained, the new bar order
will remain stable.
Pareto Charts may have different overall 'shapes' as shown in the
table below. The 'spiky' Pareto Chart is the most useful, as it
enables an easy selection of items to carry forwards for further
action.

A purchasing department often wasted time going
back to managers who gave them order forms which
could not be used for some reason or another. So
they recorded the problems over one month and
plotted a Pareto Chart. A clear majority of problems
were due to missing information. To narrow down the
cause, they did a survey of managers, asking why
they missed out information. The replies fell into four
categories, which were plotted in a second Pareto
Chart (see Fig. ).
As a result, they produced two order forms. One
suited most purposes, and was very clear and simple.
The other was more complex, but was needed by only
a few people.
The Cause-Effect Diagram is used to identify
and structure the causes of a given effect.



When to use it: Situations when it is useful.
How to understand it : Details of how it
works.
Examples : Some examples of usage.





Use it when investigating a problem, to identify and
select key problem causes to investigate or address.
Use it when the primary symptom (or effect) of a
problem is known, but possible causes are not all
clear.
Use it when working in a group, to gain a common
understanding of problem causes and their
relationship.
Use it to find other causal relationships, such as
potential risks or causes of desired effects.
Use it in preference to a Relations Diagram where
there is one problem and causes are mostly
hierarchical (this will be most cases).
Solutions to problems are often not easy to find, and
those that at first appear to be obvious may address
only symptoms rather than the true cause of the
problem. Identifying causes as an intermediate step
makes solutions both easier to find and also more
likely to address the problem fully.
Causes tend to appear in chains (Fig. 1), where one
cause is caused by another, and so on. Thus an
accident may be caused by a puncture, which is
caused by a weak tire wall, which is caused by
imperfections in the rubber, etc. One cause may also
be caused by a combination of other causes. Thus the
puncture may be caused by a rough road surface and
by sudden braking, as well as a weak tire, as
illustrated.
The Cause-Effect Diagram uses a specific layout to display the hierarchy of
causes, as illustrated. The angled lines enable more detail to be added than lines
at right angles to one another, especially in an informal situation where causes are
being added 'on the fly'. Each line indicates either a named cause or a cause area
which contributes to the cause line to which it is attached. A cause area is not a
cause, but may contain causes. For example, a tire may be a cause area but may
not be a cause of an accident. A smooth or punctured tire can be a cause. Cause
areas tend to be nouns, whilst causes tend to use verbs.
When determining causes of a problem, the important causes that need to be
addressed are seldom all known, let alone the effects of individual causes on the
problem and on one another. The Cause-Effect Diagram is often used to address
this by acting as an organizing structure within a Brainstorming session, in which
case the causes on the final diagram may be a combination of known, suspected
and other possible causes.
The Cause-Effect Diagram is often the result of divergent thinking about causes,
and must be followed by convergence into the key causes which are to be
addressed by further action. To prevent ineffective solutions, these need to be
verified as being actual causes before finding solutions for them.
Root causes are those at the ends of chains of causes, and which consequently do
not have any sub-causes. Root causes of key causes are often worth addressing.
A lopsided diagram can indicate an over-focus in one area,
a lack of knowledge in other areas, or it can simply indicate
that the causes are focused in the denser area. A sparse
diagram may indicate a lack of general understanding of
the problem or just a problem with few possible causes.



The managing director of a weighing machine company received a
number of irate letters, complaining of slow service and a constantly
engaged telephone. Rather surprised, he asked his support and
marketing managers to look into it. With two other people, they first
defined the key symptom as 'lack of responsiveness to customers' and
then met to brainstorm possible causes, using a Cause-Effect Diagram,
as illustrated.
They used the 'Four Ms' (Manpower, Methods, Machines and Materials)
as primary cause areas, and then added secondary cause areas before
adding actual causes, thus helping to ensure that all possible causes
were considered. Causes common to several areas were flagged with
capital letters, and key causes to verify and address were circled.
On further investigation, they found that service visits were not well
organized; engineers just picked up a pile of calls and did them in order.
They consequently set up regions by engineer and sorted calls; this
significantly reduced traveling time and increased service turnaround
time. They also improved the telephone system and recommended a
review of suppliers' quality procedures.
New
product strategy


Select and describe the process suitable
strategy for the product and service
Process Analysis and Design Questions




Process focused strategy
New category of cars- pickup
Low volume
High variety(of available cars)




Advantages
Highier variety of products available
potentially wide application(pickups can be
used to carring many kinds of cargos)
Lower costs for clients(to carry bigger cargos)


Disadvantages
Highier capital investment(pickups are usually
more expensive than other types of cars that
Goldcar offers)
Is the process designed to achieve
competitive advantage in terms of
differentiation, response, or low cost?
Differentiation – because most of competitors
don't have such a category of cars
 Does the process eliminate steps that do not
add value?
Yes, process is focused on adding value(in this
case- highier variety)

Does the process maximize customer value
as perceived by the customer?
Yes – high variety of available cars, lower costs
of carring cargos
 Will the process win orders?
Yes, provided that chosen strategy was correct.

•The
•The
tech side of the company
possibilities of Internet as
a channel distribution for the
products.

Goldcar Rental Website

Using the Internet for renting company’s cars

Easy communication – email service

Good information system which connects
each offices and helps in exchanging data,
thanks to it customer can borrow car in one
place and return it in the other


Good service of cars(regular cleaning and
overhauling cars) which let to our clients feel
safe in rented car
Using buses to give a lift for customers who
already landed at airport to get them straight
to renting company for receiving cars by
them

Internet
Goldcar Rental launches its new website
exclusively for the United Kingdom
The new website can be found at:
www.goldcar.co.uk
Thus, Goldcar seeks to provide a better
service, more personalized for their
customers in the UK.
The website will gradually add new features
and services for English public.


Adding links of Goldcar Rental website to
other websites(especially to websites about
travelling) – to make easier getting new
clients from all of the world.
Using E-bay and similar services to rent cars
– for example adding at these sites some
renting bargains.



Advertisement in the Internet – it’s the best
way to show your company to many clients
Improving products and service from
customer specs sent via the Internet
Internet survey – what cars we should rent,
clients can help us in taking decissions of
buying new cars

What is this?
What is the advantage of using
twitter?


Is it used by Goldcar?
Twitter
is a service for friends, family, and co–
workers to communicate and stay connected
through the exchange of quick, frequent answers
to one simple question:
What
are you doing?
http://twitter.com
Company
might use this tool to promote itself
and to inform potential clients about what is
going on with company. Twitter gives its users
possibility to comment other users- it might be
opinion about the quality of services that
company provides or products that produces.
Yes,
Goldcar is using this tool. There is
information about news in company(like opening
new office or starting new service) and general
information related to cars(like racing car,new
car models that has been presented recently).
http://twitter.com/goldcar