Online Enterprise Rent a Car

1. What has Enterprise’s management done to implement and execute the strategy? What policies, practices, support systems, and management approaches underlie Enterprise’s strategy execution efforts?

As a Best Cost Provider Enterprise had consistently maintained high standards for customer service while providing a low cost to customers. The company has expanded into six business segments. Customers urged Enterprise to enter the on-airport market and the company had to change the customer focus to service more business people who wanted the focus upon a quick transaction. Enterprise's high standard of customer service also led to the development of the ESQi. The ESQi is used to tie employee promotion and compensation to customer satisfaction.

Enterprise also focuses on a strong entrepreneurial spirit at the local level. It achieves this by "hiring well educated, competitive and social individuals with strong work ethics." The company developed a training program "virtual MBA" to train new employees. The company also uses a strong incentive program to encourage employees.

2. What accounts for Enterprise’s success over the past 20 years? Is it a great strategy, superb strategy implementation and execution, great leadership, or uncommonly good luck?

I think the development of the strong mission statement that is consistently taught and enforced has helped the company maintain the company's success. The company uses tools such as ESQi to enforce the demand for high standards for customer service. The company has listened to customers and allowed innovations to occur at the local level and than expanded the best ideas company wide. This would all boil down to great leadership. Jack Taylor and son has provided visionary leadership in the company.

3. What recommendations would you make to Andy Taylor to best position Enterprise for continued success?
In a nation where customer service is something to be cherished I would maintain continued high standards of customer service. Other rent-a-car companies may offer lower price but great customer service is hard to find and always remembered by consumers.