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Essay Details:
Essay text:
Because of the American consumers’ typically heavy
reliance upon their automobiles, the cost of purchase, and the
state and federal warranty consumer protection laws, an “out of
the box” approach to consumer assistance was necessary. To
address this need, the Kia Motors America (KMA) executive team
performed a “build vs. buy” analysis and ultimately decided to
focus on its core competencies of manufacturing and selling
quality vehicles to the American public. An action plan was
developed that involved an investment in the three cornerstones
of consumer support: (1) quality staff, (2) efficient and effective
processes, and (3) advanced technology...
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