Since Henry Ford founded the Ford Motor Co., Ford vehicles are sold and serviced in the same way. In the late 1980s, Ford began to consider changes in its sales and service process. Two developments forced Ford to rethink these processes. First Ford found through various surveys that customers very much complaints about the way they were treated by auto dealers had. Second, with faster transfer of technology between manufacturers, product differentiation has been declining. Therefore, the ch … Read more »

Since Henry Ford founded the Ford Motor Co., Ford vehicles are sold and serviced in the same way. In the late 1980s, Ford began to consider changes in its sales and service process. Two developments forced Ford to rethink these processes. First Ford found through various surveys that customers very much complaints about the way they were treated by auto dealers had. Second, with faster transfer of technology between manufacturers, product differentiation has been declining. Therefore, if the distribution channels of the last possible points of differentiation between automobile manufacturers. This case gives students all the conclusions from the studies Ford had done, and asks them to speak to the sales and service process for customer complaints and to redesign point of differentiation for Ford
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from
Leonard A. Schlesinger,
Mark Pelofsky
Source: Harvard Business School
21 pages.
Publication Date: Nov 22, 1989. Prod #: 690030-PDF-ENG
Ford Motor Co.: Dealer Sales and Service HBR case solution