Monticello Motor Club: Straights and Corners

13 Pages Posted: 1 Jun 2017

See all articles by Elliott N. Weiss

Elliott N. Weiss

University of Virginia - Darden School of Business

Gerry Yemen

University of Virginia - Darden School of Business

Adam Burke

University of Virginia - Darden School of Business

Abstract

This case has been taught successfully in a second-year MBA elective, "Management of Service Operations," in a module on service system design. The material works well to unfold with Frances Frei's service model framework. Ari Straus, a former customer of Monticello Motor Club (MMC), brought that customer perspective with him to take on the roles of CEO and president. MMC was a high-end service business with an exclusive clientele. As much as the asphalt track, racecars, and clubhouse facilities attracted members and guests, the staff's professionalism and personal touch kept them coming back and kept them recommending the club to their acquaintances.

Excerpt

UVA-OM-1511

Rev. Sept. 8, 2015

Monticello Motor Club: Straights and Corners

The fundamentals of business and racing strategies are analogous: focus on where you're going, keep competitors in your mirrors, and plan for ever-changing conditions.

—Ari Straus

With over four miles of smooth black asphalt winding through the countryside within 90miles of New York City, Ari Straus, CEO and president of Monticello Motor Club (MMC), knew how enjoyable it was to step on the accelerator and leave all your problems behind in the rearview mirror. In 2007, he signed up as an early member before MMC had opened as the Drive and Race Club in 2008. Later, Straus joined the small group of private investors as a partner. In 2011, when the managing partner left to start a new business, Straus was invited to take over as president.

. . .

Keywords: Employee, employee management system, attribute map, value added service, leveraging operations, job design

Suggested Citation

Weiss, Elliott N. and Yemen, Gerry and Burke, Adam, Monticello Motor Club: Straights and Corners. Darden Case No. UVA-OM-1511, Available at SSRN: https://ssrn.com/abstract=2975013 or http://dx.doi.org/10.2139/ssrn.2975013

Elliott N. Weiss (Contact Author)

University of Virginia - Darden School of Business ( email )

P.O. Box 6550
Charlottesville, VA 22906-6550
United States

HOME PAGE: http://www.darden.virginia.edu/html/direc_detail.aspx?styleid=2&id=4375

Gerry Yemen

University of Virginia - Darden School of Business ( email )

P.O. Box 6550
Charlottesville, VA 22906-6550
United States

Adam Burke

University of Virginia - Darden School of Business

P.O. Box 6550
Charlottesville, VA 22906-6550
United States

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