Organizational change at Volvo ‐ from the customer perspective

R. Kirk Kramer (Vice President of Mercer Management Consulting, London)
Patrick Mina (Senior Associate, Mercer Management Consulting, London)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 December 1996


Outlines, in the form of an interview, a re‐ engineering programme undertaken at Volvo to improve new car sales and delivery practices. Briefly states the extent of the problem which existed and the measures taken to remedy the situation. Describes how the changes were implemented and the new structures which resulted, including a training programme for sales staff. Discusses the results of changes, which were overwhelmingly positive; the barriers which were encountered and the key factors for successful implementation.



Kirk Kramer, R. and Mina, P. (1996), "Organizational change at Volvo ‐ from the customer perspective", Managing Service Quality: An International Journal, Vol. 6 No. 6, pp. 12-16.

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Copyright © 1996, MCB UP Limited

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