Liderazgo Y Tecnicas De Management

For organisations to develop they require a direction. The people who manage the business
provide the direction. Taking responsibility for making decisions and running a businesswell is
a skill. Businesses place considerable emphasis on getting the right people with the right skills
into key posts. They need to ensure that these people have the opportunitiesto develop
decision-making skills.
Enterprise Rent-A-Car (Enterprise) employs more than 75,000 employees and operates a fleet
of cars exceeding one million vehicles worldwide. Ithas become one of the foremost car-hire
companies and is the largest purchaser of cars in the world. Jack Taylor founded the
company in St Louis in 1957. The owner had a simplebelief: ‘Take care of your customers
and employees first and profits will follow.’ This belief forms the foundation of Enterprise’s
four key business objectives of:
• customersatisfaction
• fleet growth
• employee development
• profitability.
These four business objectives link together:
• Enterprise does not sell a product. It provides a service – the use ofa car. To deliver great
service Enterprise needs well-trained and motivated staff. As the company grows, it opens
new local offices and creates new opportunities for employees.
•Customers expect to be treated in a particular way by a service-orientated business.
Enterprise uses its Enterprise Service Quality Index (ESQi) to measure the quality of service
itprovides. Satisfied customers will come back and give repeat business. They may
also recommend the service to others.
• This leads to growth of the business and greaterprofitability.
This case study focuses on leadership within Enterprise. It shows how its managers use a
range of management and leadership styles to support Enterprise’s focus on customers.