RAC Motoring Service Essay Example

house location. When customers contact the call center and provide their vehicle and customer numbers, the system uses GPS to locate the vehicle and display the closest available patrol on the screen. This method eliminates the need for call transfer between the call center, service manager, and patrols, ultimately saving time. The service manager monitors the GPS and GIS, allowing for calls to be redirected to contractors if patrols are unavailable. Each patrol is equipped with a fully furnished vehicle to provide service to their customers and is responsible for its maintenance. Unlike other companies, patrols are not obligated to return their vehicles at the end of their shift according to their employment contract. Consequently, they have the freedom to continue working beyond their shift without having to return to the head office.

This has allowed patrols to capitalize on the opportunity to earn more money by working fewer jobs. Patrols have the ability to intentionally "log off" from the system if they are assigned a difficult job, and the service manager must then assign that job to the contractors. This is a major weakness in the RAC's system of employing contractors. The patrols have control over their own operations, and the service managers are left to handle a large number of miscellaneous tasks while the patrols remain on the road. It is not the responsibility of the operations manager to ensure patrol performance; their duty is solely to ensure that patrols are meeting their productivity targets. If they are not, action should be taken.

How can productivity be improved in design? RAC has achieved a good design for their service by clearly defining target areas, allocating

resources to each "cell," and training front-line staff effectively. The front desk (patrols) is equipped with advanced technology and undergoes professional training. However, the main issue with the design is the lack of planning and control of the patrols by service managers. Currently, service managers are at the mercy of the patrols, using them for tasks such as replenishing consumable items, providing uniforms, and ensuring proper car cleaning. Ideally, service managers should be in their offices, overseeing operations like a proper operations manager.

The top priority is to reschedule the shift roster. The new roster should have the following appearance: