Comprehensive Report: RAC Motoring's Operations and Customer Service

This report provides a comprehensive analysis of RAC Motoring's operational strategy and customer service practices. It begins with an introduction to management and administration in operations, focusing on how RAC Motoring manages vehicle recovery and customer service. The report then delves into the company's current operational strategies, including corporate and customer-driven approaches, the development of core competencies, competitive priorities, and vehicle/service development. A process map outlines the key stages in the company's operations, from identifying objectives to improvement opportunities. The report identifies factors contributing to poor customer service, such as broken promises, inadequate staff training, rude behavior, not listening to customers, hidden costs, and low-quality products. Finally, the report offers recommendations and justifications for improving customer service and operational efficiency, concluding with a summary of the findings and a bibliography of sources.

MANAGEMENT AND
ADMINISTRATION OF
OPERATION

Table of Contents
MANAGEMENT AND ADMINISTRATION OF OPERATION.................................................1
INTRODUCTION...........................................................................................................................3
CURRENT OPERATIONAL STRATEGY OF RAC MOTORING..............................................3
PROCESS MAP..............................................................................................................................4
FACTORS INVOLVED IN POOR CUSTOMER SERVICE........................................................5
RECOMMENDATIONS AND JUSTIFICATION.........................................................................6
CONCLUSION
..........................................................................................................................................................6
BIBLIOGRAPHY............................................................................................................................7

INTRODUCTION
Management is the technique to manage all works and activities related to company.
Management is the process in which directing, operating, controlling, evaluating all operations
related to the business according to the decide plan and design. Management and administration
operation refers to manage and control all activities and works according to the time schedule in
the company. RAC motoring is the vehicle and recovery company that manage all works related
to the vehicles and recover if customers are not pay instalments of the vehicle on the time to
company. Also this company build a effective brand image in the market regarding to the patrol
force. In this sector should manage all works according to the plan so employees are complete
their works effectively and achieve objectives an goals.
CURRENT OPERATIONAL STRATEGY OF RAC MOTORING
Current operational strategy means how to complete the works with using strategies and
techniques to achieve decided goals and objectives of the business. Strategies play an vital role to
develop their business and provide services and facilities to customers that help to achieve goals
and objectives of the business. In which using some effective operational strategies those are
under the below:
Corporate strategy: Corporate strategy involving company's objectives and goals. RAC motoring
is provide better services and facilities to all their customers so they can trust on the company.
Corporate strategy means adopt some effective techniques and methods to achieve the goals and
attract high number of employees. In this operational strategy find out which techniques and
methods are using by the company to attract customers and provide them proper satisfaction to
them.
Customer driven strategies: In this operational strategy in which conduct and identify customers
wants and needs. In which identify all customers and evaluate them in the effective manner by
using some effective strategies and techniques related to the motor company. At this time all
customers wants safe and secure vehicle with better features. So they can they can build trust on
the company and purchase services.
Developing core competencies: Developing core competencies refers to important resources and
staff of the company that help to achieve goals ans objectives of the business. Working staff of

the company that provide services to customers that should expert and knowledgable persons
related to their work so that give proper satisfaction to customers if they have any issues and
problems so have to resolve them
Competitive Priorities: In this strategy clarify and determine all works and activities in the
company and should mention all activities according to their priorities. Its help to do works in
the systematic manner and employees of the company can easy to determine which one work is
require and important to do first on the basis of priorities.
Vehicle and service development: To provide vehicle and services to customer should identifies
them and their needs and wants also their problems related to their company's services should
resolve them. In this company give proper satisfaction to customers so should adopt some
effective techniques and methods to develop services to customers and easy to attract customers
towards their products and services.
PROCESS MAP
Process of mapping in which mention all details and information related to the
company's operations. This may be related to the manufacturing and non- manufacturing process.
In which include some stages those are under the below:
Identify objectives and goals of the company : First stage in process of mapping in which
identify objectives and goals of the company. through this stage employees are easy to define
their responsibilities in the company so they can easy to do their work effectively.
Study of the company: In this stage should clarify about the company, their products, services,
working strategies, structures and all.
Identify customers, raw materials and human resources: After define about the company then
identify employees of the company their requires raw materials produce products and services to
customers and also human resources those are working for the company and manage all works
and activities in the effective manner.
Marco process in the company: In this process mention all details about internal, external
sources, factors, cost, require number of employees, categories all activities and works according
to the priorities, time frameworks and wastes and so more.
Improvement opportunities: Improvement opportunities means identify all errors related to the
company and their services and increase opportunities level for employees and customers .
Determine challenges and their competitors in the market. And try to give proper satisfaction to

customers and resolve their problems and issues of the company. In this stage find out customers
needs and wants proper understand them and their issues and focus on them also company's
services and services quality.
FACTORS INVOLVED IN POOR CUSTOMER SERVICE
RAC is the big motors company. They distributed motors products among the customers.
In modern world the customers are very much aware about there rules and benefits and laws.
Internet is the part of our daily life user complaining publicity about service or product.
Some factors explained by the following points:
Not keeping promises: if the organisation give any promise to the customer ensure the
organisation keep it. Some promises are sound great but they have nit been fulfilled may arises
multiple complaints, distrust and switching to competitors. RAC motors some time never kept
promises seriously that will create poor customers service.
Poor customers services : when the company select the wrong customers representative who is
not trained properly keep customers waiting for a long period and not able to solve the issue of
customers, this is called poor customers services. In RAC motors some time it is very hard to
handle large number of customers by the new customer representative. It arises because of lack
of knowledge, and experience. Mostly big industries faces this kind of issues.
Rude staff : some big organisation use the techniques of recording the chats and conversation of
the staff and customers. It is a very good strategy to keep an eye on the staffs attitude, inability to
listen there interfering nature, interrupting customers may become one of the main reason. This
is the main reason of switching customers from competitors. In RAC motors some time the staff
people are trusted from the customers nature and they give the rude answer to the customer.
RAC is forgot to tell the instalment detail to the customers and recover the product this arise the
low believe towards the organisation.
Not listening to customers : at the time of large number of customer available at the same place
the staff is ignoring the customers and not listening to them is one of the major mistake . It is one
of the main reason for customer to complain. RAC is the big motor consultancy at the time of
season the low number of staff are not able to attend all the customers this is the important factor
of poor customers service.
Hidden information and cost : the organisation need to play a fair game with the customers. The
customer representative need to tell every detail about the product to the customers if the

representative is not give the knowledge about the cost, feature, design, financial process this is
the reason for a human to complaint.
Low quality product or service: if the organisation promise for high quality products and the
organisation deliver of low quality then the customer is surely share this information publicly
and this is also the reason of human complaint. RAC some time not able to fulfilling the promise
because of low quality of raw material available for manufacturing. This arises dissatisfaction
among the customers. This is happened at the situation of low skilled employees.
RECOMMENDATIONS AND JUSTIFICATION
In this project mention all details regrading their services and facilities those are provided
by the RAC company to customers. Management and administration in operations related to the
company. In the motor company having many operations those should working in the systematic
manner through this employees in the company working effectively and efficiently so they can
achieve objectives and goals of the company. In the motor company should maintain all
activities according to the plan and priorities of works so employees are understand their
responsibilities related to the company. In the other hand, management and administration
operations related to the company should adjust in the process and their priorities according to
the work.
CONCLUSION
As per this project, conduct all information related to the RAC services and their facilities
those are provide to customers in the effective and efficient manner. That help to achieve goals
and objectives of the company. RAC motoring provides vehicles and services to customers and
provide better facilities to them. In this project mention all stages and activities according to
priorities in the company. So employees are working on the basis of the process so they can
complete the task and their works and easy to achieve goals and objectives of the company.
Management process help to develop business in the effective and systematic way and manage
all works and activities.

BIBLIOGRAPHY
https://en.wikipedia.org/wiki/Operations, administration_and_management
https://business.illinois.edu › Business Administration › Academic Areas
ohr.psu.edu/...and.../administration/business-administration-and-operations-manager
searchnetworking.techtarget.com Computing fundamentals
www.algonquincollege.com/.../business-administration-materials-and-operations-man...
research-methodology.net/importance-of-administration-for-operations-management
www.durhamcollege.ca › Programs
www.centennialcollege.ca/programs-courses/full.../business-operations-management/
www.centennialcollege.ca/programs-courses/.../business-operations-management-coo...
www.niagaracollege.ca › School of Business & Management › Programs
https://www.montclair.edu/catalog/view_requirements.php