Quality and Performance

One thing that Hertz prides itself in is the quality of their vehicles. They have several measures in place to ensure that the vehicles are clean for their customers. The first measurement they have in place is the implementation of Standard Work. The standard work consists of step by step instructions on how to service a vehicle and ensures that nothing was missed. Each Vehicle Service Attendant has to be trained on the standard work and are retrained annually. The standard work is also posted on each service station at the location. Another measure that they take is that each manager has to conduct 15 vehicle audits a day. This accounts to over 120 audits. A new initiative that came down from senior management is that Hertz was purchasing 350,000 new cars to “freshen” up their fleet.