Page 0063

Page 62 APRIL 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

Further, regional reviews are scheduled quarterly

and a two-day meeting with the company's

chairman and CEO, Joseph Vittoria, and

senior management is conducted annually.

Many of Avis' service and work process innovations have resulted

from the EPG process.

Avis' senior management is "field active" -

constantly visible and fostering the team concept.

A comprehensive communications program

keeps all employees informed,

motivated, and customer-oriented.

Here are two examples of how employees seek

to improve costs and better serve the customer:

Employees, through their EPG, developed a totally new

car check-in system. The "toll plaza"

concept allows the customer to be checked-out

without going to a

counter or waiting in

long lines. I remember

being caught at

the Miami airport in

a torrential tropical

downpour. Avis efficiently

prepared my

bill while I sat comfortable, cool, and dry, I remained in

the car. I got my receipt and made it

to the plane faster than I expected.

At another location, someone suggested

adding the color of the car to the identification

information provided the customer upon receiving

the rental agreement. This simple, practical suggestion

helped many locate their cars

quickly in lots where the bus driver wasn't allowed to do so for the customer.

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