CRISTOPHER RICO A DELGADO

BSTM M502

TASK PERFORMANCE
Car Care Plan (CCP)
Car Care Plan (CCP) is one of the world’s leading providers of vehicle warranty. They work with major
motor manufacturers and franchised and independent dealers, and have several major affinity partners.
They are the principal provider of vehicle warranties and insurance in a global scale working with over 1
million customers annually. Established in 1976, they have grown by developing successful long-term
relationships with their clients through their dedication to customer care. CCP has a significant and
growing global presence. From their offices in the UK, Moscow, and Shanghai, they provide services to
several parts of the world. With their sister company Motors Insurance Company Limited (MICL), they
are developing global reach while ensuring that correct standards are being maintained.

CCP offers a range of products for their authorized dealers. Their online registrations and claims system
are two (2) of the most streamlined, reliable, and hassle-free administration services available in the
automotive industry. They offer full dealer training to ensure high standards are always maintained, and
to have a straightforward approach in handling insurance claims.

To help achieve this market leading position and maintain their competitive advantage, CCP decided to
replace and future proof their legacy IT systems used for policy and claims administration. They
recognized that this was an excellent opportunity to drive simplification into their business processes in
order to maximize the benefits of the IT replacement and to achieve significant improvements in
customer service and efficiency. They branded the project to give it an identity and logo that could be
used for project documentation and to help in consistent communications. The project was titled “Smart
Innovation.” The company assigned a team to work on the said project. The members of the team are
composed of employees from different departments of the company in order to ensure that proper
system changes will be enforced to the entire organization. During the project conceptualization,
members of the team express different opinions and different points of view leading to the indefinite
outcome of the project during its first two (2) months of development. During the integration of the new
system, another issue arises due to the discovery of inconsistent documents submitted by some
insurance claimants of the company. The management wonders how these documents pass through the
screening and evaluation process of the employees assigned to perform the job. After a series of
discussion, the management associate this incident as the result of the high attrition rate of the
company leading to improper turnover of files and documents from a resigned employee to the new
employee.

Follow the suggested outline below in answering the case study:

I. Background

a. Car Care Plan or the CCP was established in the year 1976. Since then, CCP have grown into a
globally competitive and successful leading provider of vehicle warranty. They are the central provider of
vehicle warranties and insurance with over a million of customers annually. They have different branches all
over the world also and their sister company is Motors Insurance Company Limited or the MICL, which also
maintained as a globally competitive while manifesting good standards. There are different products that
they offer to their certified dealers like in their online registration and claims system which are the most
streamlined, reliable and hassle-free governance services in the automotive industry. They also offer
trainings to strive to achieve high standards that are totally maintained and to have direct approach in
handling insurance claims.

II. Statement of the Problem

a. In order Car Care Plan to handle conflict they must use three-stage process.

Step 1: Prepare for Resolution

 The team leader must keep the communication open throughout the process of resolving the
conflict. And leaders must acknowledge and discuss the conflict “Smart Innovation” focusing on
its impact towards team dynamics and performance.

Step 2: Understand the Situation

 The team leaders must list facts, assumptions, and beliefs underlying each position, which must
be analyzed and dissected by smaller groups of the team.

Step 3: Reach Agreement

 Team leaders must make sure that the team is committed to work with the outcome of the
proposed analysis and evaluation.

b. In order to Car Care Plan to see the different causes. The Cause and effect is the right tool, because
it is use to identify and isolate the causes of problems.
  It helps teams understand that there are many causes that contribute to an effect.
 It graphically displays the relationship of the causes to the effect and to each other.
 It helps to identify areas for improvement.

c. In order to ISO 9000 contribute in the overall improvement of Car Care Plan’s they will need this
following. First, they need to comply with regulatory requirements. And Improve customer satisfaction by
fulfilling customer requirements, continually improve organizational processes, products, and services.
Lastly, Achieve continual improvement of organizational performance and competitiveness.

III. Areas of Consideration

a. There are different factors that can contribute positively or negatively to the organizational
problem of the company that can affect internally and externally. The potential resource strengths through
the Smart Innovation, CCP could build a brighter future as a globally competitive and world’s leading
provider of vehicle warranty. This would help build a fast approach towards something that is needed to be
recovering for. By the help of the top managements the strong connection between the employers to
employees would be an advantage wherein both are given chances to express their opinions in a smart way
that could lead into a peaceful and plain implementation of Smart Innovation.

IV. Alternative Courses of Action

a. Alternative 1: The management of Car Care Plan must know how to handle the conflict.

 In having a decision for the improvement of the company especially on the different sectors inside
the company, the management must know how to handle conflicts in teams. First, they must
prepare for resolution. They must dispute to their team about the conflicts focusing on the impacts
towards the company itself and the team performance.

Alternative 2: The management of Car Care Plan must create a Pareto Chart.

 Pareto Chart could be a solution towards their problem since about concentrating on the twenty
percent of the factors in order to eliminate the eighty percent of the organizational problem. With
 this they can easily see the causes that might have contributed to the inconsistencies in the
submitted documents of their claimants.

V. Recommendation

a. The conflict inside the Car Care Plan must be given an attention straight forward because it could
affect them as the world’s leading provider of vehicle warranty, so the ISO 9000 or the International
Standard for Quality Management Systems is one the best recommendation that could CCP should accept
since it is all about the family of standards and guidelines. This would set requirements for their quality
assurance and management’s involvement. This ISO 9000 will help improve customer satisfaction by
fulfilling customer requirements, help achieve continual improvement of organizational performance and
competitiveness, continually improve organizational processes and this would help comply with regulatory
requirements.

VI. Management Lessons Learned

a. The management must realized and complied to themselves that implementing such projects are
also implementing for the same solution as if it creates problem even though there is not. The management
must learned that implementation of project is need of consistency, integrity and plan. There is no such
thing as easy way in having or creating project for the betterment of the company. It is good but it is much
better if creating a plan consists of well-equipped teams under it that is open-minded, flexible and willing to
adapt change.

Rubric for grading:

CRITERIA PERFORMANCE INDICATORS POINTS SCORE
Wrote a concise summary of the case, the areas of
Executive Summary consideration presented, and the alternatives proposed 20
for the case
Organization of Adhered to the correct outline and content was
20
Ideas organized in a clear and logical manner
Provided all necessary research and analysis in support
Analysis 30
of the statement of the problem
 Proposed a well-thought and well-researched solution
Recommendation 30
to the case study
TOTAL 100