Lucena Campus
CASE STUDY NO.4 CAR CARE PLAN
A Midterm Task Performance
Presented to
Ms. Maria Fatima Jalos
of STI College Lucena
Bachelor of Science in Tourism Management 311
In Partial Fulfillment of the
Requirements for
Operations Management
By.
Albia, Kimberly Nicole
Adriatico, Janine
Belleza, Margaret J.
Bundalian. Jasmin
Bustonera, Cyrus
Calleja, Chenlie
Calubiran, Geogette
Causapin, Myca Joy
Camo, Charie
Castillo, Nemrod
OCTOBER 2024
STI COLLEGE LUCENA | STI ACADEMIC, QUEZON AVE. CORNER PEREZ ST., LUCENA CITY | TEL: (042) 717-3150 | MOBILE: (0908) 177-5561
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Lucena Campus
QUALITY PERFORMANCE EVALUATION PLAN
I. INTRODUCTION
Car Care Plan (CCP), one of the leading providers of vehicle warranty services globally, that has
served a customer over 1 million annually. has a long-standing reputation for their excellence on their
commitment to customer satisfaction and dedication to quality that have been instrumental for their
success. However, as CCP continues to expand its operations an and serve a growing customer base, it is
essential for them to maintain and enhance the quality of their standards across all aspects to ensure
continued customer loyalty and market competitiveness.
A primary organizational issue that CCP is facing is the need for them to consistently deliver a high-
quality products and services across its global operations. While CCP has implemented quality
management systems and processes, there is still a potential for variations in quality standards due to
factors such as regional differences, operational complexities, and employee performance. Addressing
this issue is critical to maintaining customer trust, enhancing brand reputation, and driving business
growth.
This Quality Performance Evaluation Plan is designed or outlines a comprehensive framework that
will assess and improve CCP's quality performance. This plan aims to identify areas where quality
standards may be lacking for improvement overall quality performance, measure the effectiveness of
quality initiatives, ensure customer satisfaction, and comply with relevant industry standards. By
addressing the organizational issue of consistent quality delivery, CCP can strengthen its competitive
position, enhance its brand reputation, and deliver exceptional value to its customers.
II. UNDERLYING ISSUE
1. What type of total quality management tools and techniques should the company employ in
order to establish a performance metric for the employees?
A comprehensive suite of quality management tools that help businesses find, examine, and
assess data that is pertinent to their operations. A comprehensive, high-quality tool that
belongs in a car care plan is the Pareto chart. Pareto charts can be used to help identify the
different factors that could be causing inconsistent documents submitted by insurance
claimants. For the purpose of reducing the 80% of organizational challenges, this chart
concentrates on 20% of the components. It might offer a fix for their issues. This enables them
to promptly ascertain the elements that might have led to the irregularities in the
documentation that their claimants have submitted. Alternatively, Root Cause Analysis It will
be essential to regularly carry out root cause analyses when performance metrics are not
reached. This methodical technique assists in identifying fundamental problems that could have
an impact on service quality and worker performance. putting into practice a TQM-aligned,
organized performance review process
STI COLLEGE LUCENA | STI ACADEMIC, QUEZON AVE. CORNER PEREZ ST., LUCENA CITY | TEL: (042) 717-3150 | MOBILE: (0908) 177-5561
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2. How can ISO 9000 contribute to the overall improvement of Car Care Plan organizational
performance
▪ Consistent claims handling and documentation.
▪ Higher quality and fewer errors.
▪ Better accuracy in insurance claims.
▪ Ongoing process enhancements.
▪ Employee involvement structured training and evaluation.
▪ Regular audits to identify and resolve gaps.
ISO 9000 helps CCP improve efficiency, reduce errors, and ensure long-term operational success.
III. AREAS OF CONSIDERATION
• These are several aspects that might contribute positively or negatively to the company's
organizational issues, which can have an impact either 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. With the help of the top
management, 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 to a peaceful and plain implementation of smart innovation. The potential resource
weaknesses on the side of internal customers or the employees, being open towards each other’s
opinions and point of views and having an integrity towards their job must be given an attention
to and also the inconsistencies submitted documents must be focused on right away so that it
could not highly leads into an improper turnover of files and documents. The potential
opportunities might Car Care Plan could affect is its external customers, this might lower the
excellency that the customers and investors expected them to have. This might also result in
dissatisfied internal consumers.
• A lack of alignment and consensus among the team members from different departments of the
company during the two months of project development for the Smart Innovation, complicating
the integration of the new IT system. The team suffered from different opinions, hindering their
decision making. During the integration, the discovery of inconsistent document was submitted
making the management wonders how the inconsistent documents slip through the screening
and evaluation process of the employees that was tasked to do the job. High attrition rate that
hinders knowledge transfer, leading to understanding of procedures among the new employees.
Because of this improper turnover, it resulted to inconsistent handling of the documents.
STI COLLEGE LUCENA | STI ACADEMIC, QUEZON AVE. CORNER PEREZ ST., LUCENA CITY | TEL: (042) 717-3150 | MOBILE: (0908) 177-5561
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IV. ALTERNATIVE COURSE OF ACTION
1. The management of Car Care Plan must understand how to address the conflict.
The company's management must understand how to cope with team disagreements. First, they must
prepare for the resolution. They must dispute with their team regarding disagreements that have an
impact on the organization as a whole and the team's success. They must maintain touch throughout the
dispute resolution procedure. Second, they need to comprehend the circumstance. Understanding the
case is essential for reaching a resolution. Its purpose is to demonstrate the reality and the team's belief
that they will think outside the box and approach the topic more critically. Lastly, they must strike an
agreement. Preparing a resolution and understanding the situation is meaningless if management cannot
reach an agreement with each other's teams.
Advantages: If the conflict is managed well, it will motivate the parties to resolve it while fostering
stronger bonds between them, advance the achievement of goals, and increase the parties' commitment
to the dispute resolution process. CCP will be able to effectively visualize the Smart Innovation in this way.
Disadvantages: Takes a lot of time and can be ineffective if not done correctly. In some circumstances,
attempting to resolve a conflict at work may make things worse. This may occur if the parties do not
acknowledge any fault and rather keep placing the blame on the opposition. Rather of trying to find a
solution that works for everyone, people may become defensive and confrontational, which will only
exacerbate the situation.
2. The management of the Car Care Plan must create a Pareto Chart.
Pareto charts may be able to help them solve their issue because they focus on the 20% of factors that
can help eliminate the 80% of organizational problems, making it easier to identify the causes of any
discrepancies in the claimants' submitted documents
This approach not only helps in identifying the primary causes of errors but also fosters a sense of
accountability within the team. Employees can see clearly where their work might be falling short and
take action to correct it.
V. RECOMMENDATION
▪ The organization may maintain employee engagement and motivation by utilizing objective data
to track progress, avoiding biases, and customizing development plans based on strengths,
shortcomings, and career goals. Enhancing engagement can also be achieved by providing tailored
training, mentorship, and growth tools based on evaluation data. Frequent feedback and
comprehension of performance evaluation can help staff members in concentrating on important
duties, resulting in increased performance.
▪ Regularly check and review documents to find and fix any mistakes. The best course of action is
to implement a comprehensive training program for new employees, as it ensures consistency in
documentation and reduces errors.
STI COLLEGE LUCENA | STI ACADEMIC, QUEZON AVE. CORNER PEREZ ST., LUCENA CITY | TEL: (042) 717-3150 | MOBILE: (0908) 177-5561
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▪ Develop a centralized document management system to improve efficiency and reduce errors.
Regular audits and quality checks should also be conducted to identify and address
inconsistencies in documentation.
STI COLLEGE LUCENA | STI ACADEMIC, QUEZON AVE. CORNER PEREZ ST., LUCENA CITY | TEL: (042) 717-3150 | MOBILE: (0908) 177-5561
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