Recently, organizations have begun to improve their emphasis on service quality and organizational sustainability owing to the hyper-competitive business processes and conditions. In this frame, organizations, regardless of its business orientation, strive for achieving organizational goals and exploring new and different ways to make a profit. Therefore, business excellence, which is appropriately described as simultaneous satisfaction of both customers, employers, business partners, and stakeholders, has been drawn attention to gain prestige and achieve success for organizations particularly actors within the automotive industry. From this point, considering the business excellence that concentrates on abilities, practices, and engaging with the customers within the automotive industry, the present study aims at contributing the related literature and examining the business excellence practices in Volkswagen’s Mersin retailer and for this purpose, the in-depth interview has been conducted with retailer’s sales manager. Besides, the data obtained from the in-depth interview, has been analyzed by using qualitative analysis programme “NVivo 12”. As a result of the analysis, it has been seen that the fundamental themes respectively consist of leadership, customer focus, people (internal customer) focus, organizational learning, innovation and improvement, strategic alignment, partnership development, and fact-based processes management.
Business Excellence, Automotive Industry