Rhegina Mariztelle B Forte
Car Care Plan (CCP)
I. Background
a. It must include a brief summary of the organizational issue.
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. 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.
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.)
Using the three-stage process in handling team conflicts, Car Care Plan (CCP) handle the conflict arises
during the conceptualization of “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 by;
(1) Interpersonal conflict, listen and understand the problems (2) Confrontation, explore and agree
solutions for the problems and (3) Substantive conflict, review how both people are feeling post the
conflict in the resolution meeting. The management of organizational conflict involves the diagnosis of
and intervention in affective and substantive conflicts at the interpersonal, intragroup, and intergroup
levels and the styles (strategies) used to handle these conflicts. A diagnosis should indicate whether
there is need for an intervention and the type of intervention needed. Organizational learning and
effectiveness can be enhanced through an appropriate diagnosis of and process and structural
interventions in conflict.
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 the inconsistencies in the submitted documents of their insurance
claimants? (Refer to Pages 1-14 of 09 Handout 1.)
A cause-effect diagram is a visual tool used to logically organize possible causes for a specific problem or
effect by graphically displaying them in increasing detail, suggesting causal relationships among theories.
The major advantage of this tool lies in the fact that it focuses the attention of all the people involved
with on the specific problem at hand in a structured, systematic way. It encourages innovative thinking
and still keeps the team on track in an orderly way. The second key strength of this tool is that its
graphic representation allows very complex situations to be presented, showing clear relationships
between elements. The cause-effect diagram does not provide an answer to a question, as some other
tools do. Its main value is to serve as a vehicle for producing, in a very focused manner, a list of all
known or suspected causes which potentially contribute to the observed effect. At the time of
generating the cause-effect diagram, it is not usually known whether these causes are responsible for
the effect or not. A well-prepared cause-effect diagram is a superb vehicle for helping to reach a
common understanding of a complex problem, with all its elements and relationships clearly visible at
whatever level of detail is required. The output of the diagram can be leveraged by prioritizing potential
causes or theories for further investigation.
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.)
ISO 9000 is one of the most widely recognized in the world. ISO 9000 is a quality management
standard that presents guidelines intended to increase business efficiency and customer satisfaction.
The goal of ISO 9000 is to embed a quality management system within an organization, increasing
productivity, reducing unnecessary costs, and ensuring quality of processes and products. The
importance of ISO 9000 is the importance of quality. Many companies offer products and services, but
it is those companies who put out the best products and services efficiently that succeed. With ISO
9000, an organization can identify the root of the problem, and therefore find a solution. By improving
efficiency, profit can be maximized. One cornerstone of ISO 9000 is continual improvement. No
company should ever be satisfied with the conditions of a process at the given moment; they should
always be looking for ways to make these processes more efficient and effective. ISO 9000 was written
with the business world’s insatiable desire for excellence in mind. This is why continual improvement is
a requirement of the standard to inspire progress and the pursuit of perfection.
III. Areas of Consideration
a. It must include details and facts from the case that contribute to the organizational
problem of the company.
Care Plan (CCP) problems as follows;
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.
High attrition rate of the company leading to improper turnover of files and documents from a
resigned employee to the new employee.
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.
PROBLEMS STATED ADVANTAGES DISADVANTAGES
1 During the project The company assigned a Different opinions leads to
conceptualization, team to work on the said confusion and chaos in the
members of the team project. The members of the company process
express different opinions team are composed of
and different points of employees from different
view leading to the departments of the company
indefinite outcome of the in order to ensure that
project during its first two proper system changes will
(2) months of be enforced to the entire
development organization.
2 During the integration of Inconsistencies in the
the new system, another submitted documents created
issue arises due to the doubtfulness in the company
discovery of inconsistent
documents submitted by
some insurance claimants
of the company
3 High attrition rate of the Exhausted staff due to
company leading to overload of work and
improper turnover of files
and documents from a
resigned employee to the
new employee
V. Recommendation
a. It must present the best course of action among the presented alternatives in
resolving each organizational problem.
The heart of the struggle in the Car Care Plan company entails abrupt consideration since it threatens
their position as the world's leading provider of vehicle warranty. Also having a ISO 9000, or the
International Standard for Quality Management Systems, helps to establish requirements for quality
assurance and managerial participation. The ISO 9000 will aid in the improvement of customer
happiness by meeting customer requirements, as well as the nonstop development of organizational
performance and effectiveness, as well as the ongoing improvement of organizational procedures and
compliance with regulatory standards. In addition, completing ISO 9000 requires some steps, including
the progress and use of Quality Management Systems, which are made up of a quality policy, quality
guidebook, purposes, processes, forms, and accounts, and are used to accomplish excellence levels
that are reliable with customer satisfaction and organizational aims and goals.
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.
The management must
recognize and accept that
adopting such initiatives is also
implementing
for the same solution as if there
is a problem, even if there isn't
one. The management must
understand that project
implementation necessitates
consistency, integrity, and a
strategy. There
is no such thing as an easy
approach to have or create a
project for the company's
betterment. It's
wonderful, but it's much better
if the strategy is supported by
well-equipped teams that are
open-
minded, adaptable, and able to
adjust to change
The Company Management and Owners must identify and agree that accepting and implementing
processes is also applying for the same clarification as if there is a problem, even if there is none. All
project implementation demands standardization, trustworthiness, and a strategy. There is no easy way
to do things especially creating a new business strategy, it embodied wholeness and commitment.
Support must be adequate for one’s success.
