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The Standard and the Quality of Rescue Services - Assignment Example

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The focus of this paper is on the second largest organization that specializes in the services of motorizing. R.A.C policy terms its services based on four concepts, the hallmark of quality, reliability, precaution, and returns for the money invested…
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The Standard and the Quality of Rescue Services
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Download file to see previous pages The earlier motto and service strategy of the organization was also in alliance with customer needs. The logo was “society for protection, encouragement, and development of automobiles”. By the end of the century when the company published its manifesto and statement about the company service strategy it stated the entire function range from in house to the off-road services. The prime strategy is focused on the concept of rescue and savior in the time of need. When the car gives up on the passengers in the middle of the high way or in the middle of the barren desert. Various variables have been targeted in the past which indicate the company’s seriousness about its commitment towards the clients. One of those variables has been the customer satisfaction Index (C.S.I). The aim has always been to increase the C.S.I and capitalize on any opportunity available in benefiting the clients. The service strategy is based on the solid principles of customer satisfaction, the amount of care taken in fulfilling their requirements. The prime is not just to make the effort, rather make the effort count and yield results that may speak for themselves in terms of the contributions made. A service strategy is amalgamated with the core competence and over a period of time, the company has earned its name for the mere reason of customers’ satisfaction and needs fulfillment which in other way is a directed strategy towards goals achievements. The history of its services and customer satisfaction trace back to nearly a century down the lane. All this time, the company strategy is focused on the principle of rescue when no other resources are available. The improvement has not been over a fortnight, rather incremental. Over a period of time, small incremental steps were being taken that led to making it one of the pioneers in its field. While in some cases the top management change contributed towards the success, in others the policies revamping. The means of communication adopted by the incumbent company have contributed to success in a way as well. While it is a known fact that the communication and in time contact serves as high importance and value towards the accomplishment of the task. It is directly related to customer satisfaction and job accomplishment. Communication becomes inevitable in scenarios where emergencies are confronted and in time delivery are required. R.A.C has made sure it fulfills the criterion of rapid communication. The entire organizational unit consists of over a thousand vehicles that are dedicated for the purpose and are stand by for any emergency or call that might be received. A synchronized system is in place for mobilizing and activating these vehicles. The radio transmission system is in place for the purpose of vehicles mobilization and instructions. The service strategy and customers need satisfaction is roughly divided into three sections, namely the Rescue service, followed by the recovery and further based on the recovery and rescue the reflexive action. As the name implies reflexive action is instinctive and is based on the situation at hand. Hence all these steps and prioritization of the tasks, along with distribution into segments that are aforementioned enables R.A.C achieving the standard and the quality of rescue services. ...Download file to see next pagesRead More
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