Case Study Report: RAC Motoring Services Operational Strategies

This case study examines RAC Motoring Services, focusing on its operational characteristics and strategic initiatives. The analysis begins by identifying key aspects of RAC's operational strategies, including investments in technology, the establishment of control centers, and efforts to target younger market segments. The study evaluates the impact of these strategies on the company's market share and profitability. Furthermore, the case study addresses the challenges posed by a changing business environment and increased competition, offering recommendations for enhancing customer services. These recommendations include improving operational activities, implementing advanced call-taking systems, and leveraging online platforms to improve customer engagement and loyalty. The document aims to provide insights into the challenges faced by RAC and propose actionable solutions for improved customer service and business performance.

RAC Motoring Services Case
Study

TABLE OF CONTENTS
1. Identifying the operational characteristics of RAC motoring based on the case study and
evaluating the present operational strategy of RAC...............................................................1
2. Justified recommendations for enhancing customer services at RAC monitoring.............1

1. Identifying functional characteristics of RAC motoring based on case study and evaluating
present operational strategy of an organisation
It has been identified from the given case scenario that new operational system has been
implemented by an organisation for improving production as well as operational activities. This
decision has been taken by management team in RAC enterprise on the basis of considering
goodwill of firm, brand image, customer base, profitability, etc. Present operational strategies are
adopted by business entity include investment in the technology. Management team in RAC
organisation has also planned to establish attractive control centres at highly visible points on the
motorway systems, Business entity has also adopted the strategy to build new or modify its brand
with the intention to target younger market segments. This strategy is adopted by an organisation
for identifying the reason for continuous decrease in market share.
This decision has been taken by the manager in an enterprise considering continuous
decline in market share and growth. The company has also adopted new working method or
pattern .Business entity has also adopted the policies for workers engage in operational or
production activity according to which employees have to complete their given task in specific
time duration. This action plan of RA Company considered to be high level of mechanics trade,
This strategy has assisted business entity in increasing the sales and profitability.
Company has also formulated strategy in order to develop their focus on investing money on
resources as well as procedures for improving quality of services. Another significant strategy
used by RAC enterprise is the utilisation of human resource. This plan of action has supported
business entity in increasing the working efficiency and productivity. It has also helped firm in
maintaining the balance in between demand and supply which has supported an organisation in
providing higher level of satisfaction to customers.
2. Justified recommendations for enhancing customer services at RAC monitoring
It has been identified from the given case study that continuous changes in business
environment and increase in competition have negative influence on the business activity. These
are two important factors due to which company is facing difficulty in providing quality services
to its customers. Some strategies that can be adopted by business entity for improving customer
services includes management team in an enterprise is required to develop their focus on
improving the operational activities and maintaining the supply chain. As this strategy will assist
firm in delivering the quality services, and providing high level of satisfaction to client. Business
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entity can adopt advanced call-taking and dispatch system. As advanced call-taking system will
help an organisation in providing quick response to the queries of client. It will also assist in
customer management. Online platform such as internet can be used by an enterprise for
reaching to a wide number of customers. This strategy will provide firm an opportunity to
directly communicate with client, identify their problems and provide them appropriate solution.
This strategy will assist the business entity in gaining customer loyalty.
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Illustration 1: Process Map
(Sources: Process Mapping, 2013)