GOLDCAR Rental

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GOLDCAR Rental
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Description of general details of the firm.

• Location
• Size
• History
• Business sector
• Competitors
• Organizational structure

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Location

• 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.

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Size

• 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.

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History

• 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
• 1985The 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.

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History

• 1987The 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.
• 1989The company's third office was opened in
  Benidorm (Alicante).

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History

• 1994The facilities at Torrevieja (Alicante) were
  modernised.
• 1995They 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.

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History

• 1999The 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.
• 2000A licence was purchased at the airport of
  Malaga. The office at Aguilas (Murcia) was
  opened.
• 2001The expansion process continued with the
  opening of a new office at the airport of Murcia.

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History

• 2002Opening of offices at the airports of Jerez,
  Palma de Mallorca and Almería.
• 2006The 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.
• 2007The 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.

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Business sector

• 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.

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Competitors
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Organizational Structure

• 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

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Goldcar rental

• Products and services delivered to customers
• Design of a new good offered by the firm

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Goldcar rental- products and service

• 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

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Goldcar rental- renting a car

• Goldcar offers eight categories of cars to rent
• Economic
• Compact
• Family Size
• Full Size
• Automatic
• Vans
• Cabriolet
• Luxury

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Goldcar rental

• 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)

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Goldcar rental- new products

• 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

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Goldcar rental

• 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.

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Applications of the quality tools
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Pareto Chart

• 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.

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When to use it

• 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.

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When to use it
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How to understand it

• 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.

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How to understand it
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How to understand it

• 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.

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Example

• 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.

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Example
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Cause-Effect Diagram

• 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.

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When to use it

• 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).

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When to use it
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How to understand it

• 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.

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How to understand it
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How to understand it

• 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.

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How to understand it
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.
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Example

• 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.

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Example
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Goldcar rental

• New product strategy

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Goldcar rental

• Select and describe the process suitable strategy
  for the product and service
• Process Analysis and Design Questions

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Goldcar rental

• Process focused strategy
• New category of cars- pickup
• Low volume
• High variety(of available cars)

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Goldcar rental

• 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)

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Goldcar rental

• Disadvantages
• Highier capital investment(pickups are usually
  more expensive than other types of cars that
  Goldcar offers)

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Process Analysis and Design Questions

• 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)

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Process Analysis and Design Questions

• 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.

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GOLDCAR Rental

• The tech side of the company
• The possibilities of Internet as a channel
  distribution for the products.

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The tech side of the company

• Goldcar Rental Website
• Using the Internet for renting companys 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

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The tech side of the company

• 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

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The tech side of the company

• 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.

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The possibilities of Internet as a channel
distribution for the products.

• 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.

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The possibilities of Internet as a channel
distribution for the products.

• Advertisement in the Internet its 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

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Twitter

• What is this?
• What is the advantage of using twitter?
• Is it used by Goldcar?

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Twitter- what is this?

• Twitter is a service for friends, family, and
  coworkers to communicate and stay connected
  through the exchange of quick, frequent answers
  to one simple question
• What are you doing?
• http//twitter.com

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Twitter- What are the advantages of using twitter?

• 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.

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Twitter- is it used by Goldcar?

• 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

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Twitter - Goldcar