BM1708

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. Though a theory has already been
suggested, the management of CCP is eager to know the other causes that might have contributed to the
inconsistencies in the submitted documents.

Follow the suggested outline below in answering the case study:

I. Background
a. It must include a brief summary of the organizational issue.
II. Statement of the Problem
a. How should Car Care Plan (CCP) handle the conflict which arises during the
conceptualization of “Smart Innovation” using the three-stage process in handling team
conflicts? (Refer to Page 2 of 07 Handout 1.)
b. What type of total quality tool/continuous improvement method should Car Care Plan
(CCP) employ in order to determine the different causes that might have contributed to

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the inconsistencies in the submitted documents of their insurance claimants? (Refer to

Pages 1-14 of 09 Handout 1.)
c. How can ISO 9000 contribute in the overall improvement of Car Care Plan’s (CCP)
organizational performance? (Refer to Page 1 of 11 Handout 1.)
III. Areas of Consideration
a. It must include details and facts from the case that contribute to the organizational
problem of the company.
IV. Alternative Courses of Action
a. It must contain at least (2) two courses of action for every point stated in the statement of
the problem. It must also present the advantages and disadvantages of each course of
action in resolving the organizational problem.
V. Recommendation
a. It must present the best course of action among the presented alternatives in resolving
each organizational problem.
VI. Management Lessons Learned
a. It must discuss the takeaways from the case and the relevant things that the company
should do or not do in order to avoid the given organizational problems.

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

Reference:
Oakland, J. (2014). Total quality management and operational excellence. New York: Routledge.

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