This case study examines a turnaround that started in the mid 1980s. Elements of understanding the customer, changing processes, people and leadership all exist. A key part of the RAC case is a significant investment in technology. Unlike other major IT investments, however, the RAC shows how success only comes when all the pieces are in place and fit together.
KeywordsQuality Management System Dynamic Organisation Motor Manufacturer Motoring Service Team Briefing
Unable to display preview. Download preview PDF.