Assessment Task
Critically examine the case provided about RAC Motoring Services. This case describes some of the main capacity, quality and productivity issues faced by the RAC during a period of intensifying competition and significant market changes. RAC was perceived to under-perform the Automobile Association on speed, and some new competitors on price. Students are expected to explore a range of possible changes, and can consider appropriate implementation plans whilst answering the following questions:
1. Evaluate the competitive position of RAC Motoring Services in terms of its operations-based strengths or weaknesses.
2. What are the advantages and disadvantages of the current cell-focused service management structure? What alternatives might give better results in terms of increasing quality and productivity?
3. How could the employment systems be redesigned to help to increase the patrol productivity and to reduce waiting times? What resistance is likely to be faced, and how should this be best countered?
4. What are your overall recommendations for an implementation plan?
Unit Learning Outcomes assessed: Demonstrate an in depth of knowledge, application and systematic understanding of Risk and Quality theory & tools
Apply and critically evaluate quality and risk frameworks and tools in project management and business management cases
Demonstrate a depth of knowledge and systematic understanding of applicable standards
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