Managing Quality

CarID.com was built on the principles of quality, value, selection and service. The quality has to be the best, if it is not, then we have many items getting returned. The value has to be good, without a good value on an item, customers will not buy the products from us and will look elsewhere for the same product. The selection of items that we sell are hand picked. We do not sell anything that we will not use on our own vehicle. The service that we provide has to be the best, customer service is the key into our business because many customers do not feel comfortable purchasing items on line and we have to make them feel as if they are making a good choice.

Each product at Carid.com falls under quality of conformance and goes through a vigorous process making sure that each product meets the customer's expectations. Our products are made to a certain type of quality . CarID.com sells nothing but high quality automotive accessories and we stay behind our product 100%.

CarID.com has had tremendous success satisfying our customers. We have moved to a bigger location to house more of the products in stock. This will entail faster delivery and better customer satisfaction. We can keep a proper count of product in stock and we can tell customers if the item is in stock or not. We can also track each product to inform the customer better on the status of their order. Our hours have elongated due to the call volume that we see come in. We are open for about 12 hours a day, and 8 hours on Saturday and Sunday.

We are known for the reliability of our products. Our products are some of the highest quality products on the market right now. If there is any reason to believe that something has a problem, then we either have life time warranty or about a 3 year warranty for some items. We are a very successful company because of the items that we sell. Customers keep coming back to us because they trust our products and services that we supply to them.

Some new ideas that i have for the company would be to hire more of the customer service department. Our customer service department is great, but not enough of them working. Sometimes customers can hold on the line up to a half hour. Alot of customers get annoyed, but there is so many of them at the same time that call. Adding a few more people to the staff will dramatically decrease the amount of time that customer stay on hold, and instead of rushing through each customer, the customer service reps will have more time to spend with each of the customers and their questions and concerns.

The six sigma program that some companies are trying to use is a good idea, but also very expensive to maintain. Our business is too large, and alot of the products are custom made, so having a six sigma program in our business is very hard to achieve. We try to have the least amount of problems, or errors in the business and our products, but since we work with so many vendors, and we drop ship most of the accessories, then we would have to have each of these vendors in the six sigma program in order for us to even qualify for. The six sigma would be an outstanding goal to be accomplished, but in a business like this, it is nearly impossible to do.

The 3 elements of the service-product bundle

The 3 elements of the service-product bundle is Explicit Service, Implicit service, and Facilitating. The Explicit Service that we offer are the trained employees, the website wich is very user friendly and really easy to use, and the hold music when a customer is on hold on the phone, its very funny and exciting. The Implicit Service is to have the customer comming back for more business. We achieve this by being great on the phone and have a funny sales staff which entertain and joke around with the customers while they are purchasing products. This helps the customer get comfortable with us and haveing that certain trust in us. Facilitating the customer is achieved by the tv that we have in our lobby, the comfortable couches, the very expensive wooden front desk.

The cell that CarID operates in on the service matrix is customer routed service. CarID is in this service matrix because since this is an online business, customers are always calling out customer service, sales, and shipping department for assistance. We have trained employees to help customers through any of their needs and wants. CarID has a low contact process, which would be the online website. The high contact is that the customers are already in our system that we use. If they previously purchased from CarID, we have them in the system and we can pull up their account information. This system is called quickbooks.

CarID has great service guarantees and service recovery. We have a 30 day money back guarentee and we take back any product they sell to you, as long as you have stay within the return policy. CarID also has a warentee system, which will replace or repair the merchendise that we sold to them. Alot of our products are life time warrentees. If their item malfunctions, or rusts within the vehicles lifetime, we will replace it for free.