Case Study: C-Direct Company Insurance
INTRODUCTION
C-Direct Insurance Company was established since six years ago and it is specialized in selling car insurance. The company has its call centre in Newcastle, England. Mr Small the Operations manager is responsible for all operations in the Call Centre. The call centre employs 105 people in 3 shifts over a core day between the hours of 0800 and 2000. Nowadays, C-Direct Company faced a lot of competitors and the company got low profit within a year. It is because, not only of competitors but also need to change the company policy included staff training and finding the other new service for customer.
QUESTION 1
Prepare the Project Definition Report for implementation of the policy change. This report should cover: vision, purpose (including stakeholder analysis), objectives, scope, strategy, project phases, and project organisation.
VISION
All customers will be satisfied when they contact by C-Direct Company and sales percentages will be increase year by year. All departments are supported by each others.
PURPOSE
• To reschedule on operations management strategies
To compete with increasing number of competitor, the company should reschedule on their operations management strategies. They use call-direct to sell their insurance so that they should be more emphasized on staff at Call Centre. The company gives an intensive training to the staff so that they can handle the customers nicely.
• To increase sale percentage year by year
The company faced a lot of competitors and they got low profit within a year. So, to increase back their profit, they have to change their policy. In order to increase their sale, the company offer household insurance alongside car insurance. They offered household insurance because it is request by customers and only a few competitors offered this insurance.
• To improve the quality of services
The company should improve
C-Direct Insurance Company was established since six years ago and it is specialized in selling car insurance. The company has its call centre in Newcastle, England. Mr Small the Operations manager is responsible for all operations in the Call Centre. The call centre employs 105 people in 3 shifts over a core day between the hours of 0800 and 2000. Nowadays, C-Direct Company faced a lot of competitors and the company got low profit within a year. It is because, not only of competitors but also need to change the company policy included staff training and finding the other new service for customer.
QUESTION 1
Prepare the Project Definition Report for implementation of the policy change. This report should cover: vision, purpose (including stakeholder analysis), objectives, scope, strategy, project phases, and project organisation.
VISION
All customers will be satisfied when they contact by C-Direct Company and sales percentages will be increase year by year. All departments are supported by each others.
PURPOSE
• To reschedule on operations management strategies
To compete with increasing number of competitor, the company should reschedule on their operations management strategies. They use call-direct to sell their insurance so that they should be more emphasized on staff at Call Centre. The company gives an intensive training to the staff so that they can handle the customers nicely.
• To increase sale percentage year by year
The company faced a lot of competitors and they got low profit within a year. So, to increase back their profit, they have to change their policy. In order to increase their sale, the company offer household insurance alongside car insurance. They offered household insurance because it is request by customers and only a few competitors offered this insurance.
• To improve the quality of services
The company should improve