The Royal Automobile Club business overview

The Royal Automobile Club business overview The Royal Automobile Club was founded in 1897 to provide its members with roadside assistance. It is part of a hugely competitive market where it is involved in a continual tussle with The AA and Green Flag for market superiority. There are fundamental problems in RACs current operations. Customer service is vital aspect of the roadside recovery business and this is where RAC are failing. RAC have had a rising in the number of customer complaints coupled with poor retention of customers. The RAC has to supply its services and respond quickly to all callouts but faces difficulty dealing with the variation in demand. The problems were outlined by Martin Connor, the director of Operations who claimed the only big winners seemed to be the contractors who provide capacity during the night and during periods of overloading. This is a time while the RACs own patrol staff are earning more despite a decline in productivity. The RAC uses private contractors during weekends and at also at night times, they also supplement day patrols if the demand is unexpectedly high. As the contractors dont carry the full RAC branding, customer service was less of a priority to them. Market research had indicated that customers were less satisfied with the service provided by private contractors. The use of such contractors was also expensive, with the average price being  £36 plus. After working a standard forty hour week, at busy periods staff were offered overtime or the option of being on standby. Overtime was paid at time and a half and double on Sundays. Staff had no motivation to complete work as quick as possible as they would be paid however long jobs took. Similarly the standby system was fraught with problems, staff were paid a flat fee of  £6 per job completed. There was no difference in pay with regard to simple jobs that would take a few minutes and more difficult jobs which could take a long time. Staff could log off at any point and would frequently do so if they were offered time consuming jobs. This would force the RAC into delegating to contractors at the much higher cost The patrol attendance rate measures how many of the jobs the RAC undertakes were dealt with by their own staff. In 1999 the rate was averaging 80%. The importance of a high PAR is underlined in the costs which suggest that just a 1% decrease would cost about  £1 million per year in contractors fees. .The RAC has a reputation for offering high quality service a but at a high price. It faced losing its market share as a number of competitors surfaced. It was faced with the problem of improving its operations whilst keeping its membership costs at a competitive price. In an independent survey the RAC was ranked 2nd to the AA in terms of customer satisfaction. The critical customer service factors are in the call taking and how quickly patrols are on the scene and complete the job. Due to more advanced call taking technology the AA was able to offer its members better customer service than the RAC. The importance of a low membership costs could not be underestimated as Green Flag, which had poor customer service feedback from the survey was becoming a leading competitor due to its low costs. The SWOT analysis shows where the RAC need to improve. SWOT analysis Strengths Strong brand Large customer base Good profitability Weaknesses Old fashioned image Capacity easily overloaded. Opportunities Innovative technology New products Threats Competition Technology of cars improving reduction in breakdowns Increased customer expectation Workforce scheduling / Capacity management Literature Review In service industries the matching of capacity and demand is particularly difficult. Capacity management plays an important role in determining how effectively an organisation uses its assets to produce income. (Sun Services, 2007) Capacity management is the ability to balance demand from customers and the ability of the service delivery system to satisfy the demand. (Armistead et al, 1991) There is either too much demand for the capacity, putting a strain on resources, or too little demand, giving rise to unused capacity and a loss in revenue. This is known as the perishability factor. (Mudie et al, 2006) Both of these are an issue for the RAC due to the numerous factors that influence the demand on the patrols such as the weather. The manner in which workforce is deployed is a large determinant of the effectiveness of service organisations. Having more staff than is necessary to provide the desired level of customer service is costly and having fewer staff than is necessary risks poor customer service and the loss of current or future revenue. In an ideal scenario the company has just enough staff available to provide the desired level of service. Temporal variation in customer demand, even within a day, compounds the difficulty of providing the ideal number of staff. One solution is the use of planning intervals of an hour or less, in conjunction with overlapping shifts, and then allowing the number of employees scheduled to change from period to period. The task of providing the right number of employees at the right time is commonly known as workforce scheduling. (Thompson et al 2006) Rotating workforce scheduling is a typical constraint satisfaction problem which appears in a broad range of work places (Musliu, 2005). Poor workforce scheduling often leads to high personnel turnover, absenteeism, resentment, poor job performance and unfit mental and physical conditions situations that translate to loss of productivity, quality and even safety (Hung, 1992) One method to solve capacity issues is to address the schedules of the workers, a re-arranged workweek can be a great recruitment tool. Many people are enthusiastic about receiving one or more extra off-days per week and longer weekends (for the 4-day workweek, there are 52 extra off-days per year). Moreover, fewer work days means including less time and money on commuting and less expenses on meals and childcare. (Hung, 1992) Another factor that can affect capacity is motivation. This can be influenced by shift patterns dictated. Motivation can be increased by adapting work times to individual needs which can change over time, better working conditions (such as security and hygiene), creation of a team spirit or through professional mobility. For example, highly skilled staff can act as tutors to new employees. (Chan et al, 2006). Part time workers can increase the flexibility of operations. A common trend amongst the literature is to offer discounted prices at times to level off the demand. This is a possibility for the RAC who could offer breakdown packages such as weekends only or off peak packages at substantially discounted prices. Competitive Analysis RAC The basic RAC policy starts at  £28. On average there patrols are able to fix 80% at the roadside. The RAC web-site has an active forum, where members can communicate with one another to give advice, this creates an online community. RAC will attend the first five callouts made by a member free of charge and offer priority for vulnerable motorists. Having over 2000 patrols and over 100 years experience are key selling points for the RAC. All labour and fittings costs are included in membership, so members only have pay for the part itself. RAC advertise offers worth over  £500 to try and lure in new members, they include discounts on health insurance, roadside restaurants and UK holidays. (RAC, 2010) Green Flag The Green Flag slogan is driven by performance, Green flag compare themselves to both the RAC and The AA by advertising its average time is under 30 minutes in contrast to their 40 minute average. The claim is backed up with data from 837,962 call outs. Its basic plan begins at  £20, they fix 86% of customers cars at the roadside. A key asset of green flag policies is the availability of the customer to adapt a policy to fit their own circumstances, you dont have to pay the price of other peoples problems . Green Flag offer no callout discounts to members and offer free, unlimited call-outs when you breakdown. They aim to answer calls within 20 seconds. Green flag operates solely through outside contractors, which has a negative affect on its customer service. (Green Flag, 2010) The AA The AA claim to fix more breakdowns by the roadside than anyone else they have strong customer satisfaction and boast 95% of members would recommend the firm to friends. On average the AA arrive within around 40 minutes of members calls. With 3500 patrols the AA has the largest dedicated breakdown patrol force in the UK,; they attend a breakdown on average every 8.7 seconds and repair around 8 out of 10 breakdowns by the roadside. Only the AA has VIxEN, a unique on-board computer to help diagnose faults. At night, as at other times of the day, the AA serves its members with its own patrols and, as with other breakdown providers and some garage agents, when appropriate. (The AA, 2010) Strategic performance objectives The Objective of the RAC is to provide a fast and quality service to its members who breakdown at the roadside. To do this they need to define what the key performance indicators are and what is the expected level. A key performance indicator is a metric that allows you to evaluate whether you are meeting a certain goal. The five kpis for breakdown companies are: Quality : the level of customer service and efficiency of the recovery Cost The cost the customer has to pay Dependability To always have patrols ready for jobs. Flexibility To adapt to unexpected rises in demand. Speed To answer calls quickly, patrol arrive quickly, job completed quickly Recommendations 1 in every 5 jobs completed are being outsourced to contractors costing the RAC a huge amount of money and risking its reputation from its members who have expressed dissastisfaction by the service they have received from such patrols. Clearly changes have to focus around ensuring more callouts are attended by RAC patrols. To do this firstly the RAC need to invest in new calling and dispatch process. More effective call technology can identify the patrol most suitable to undertake each job and can improve customer service relations. More effective utilisation of patrols will ease capacity issues. The overtime payments need to be re-structured so that is no longer based on a per job basis. The current system is open to abuse by patrols who would avoid difficult jobs by logging off. This a key reason for the excessive use of contractors. The pay structure needs to adjusted, Proposed would be a rating scale for the difficulty of jobs completed, patrols could then receive a monthly bonus based on there performance. changed to offer staff incentives and motivation to ensure customer service is top of their priority. These can include monthly bonuses or share schmes. In most cases it may be necessary to establish some scale of gradation of jobs based on some objective assessment and to relate jobs measured on this scale to rates of pay (Wild, 1991) The PAR is reducing by as much as 3% during peak holiday season. A 1% drop in PAR costs  £1 million per year in contractor fees. Holidays need to be re-reanged so that they are equally dispersed around the year. December and January are the busiest months so there must be a limt especially around this time. Monday is the busiest day of the week for the RAC with the weekend the quietist time Workforce schedules can also be adjusted, the current shift system doesnt work. One option would be to switch workers to a four day week. Workers could then have more social hours and capacity could be increased at peak periods. Needs to continue its investment in materials that help drivers fix there own faults, with a particular emphasis on problems caused by winter conditions. This can be the most effective measure to combat capacity problems. Phone operators can try an identify the causes of problems and offer the potential for the member to fix there own vehicle. The staff at RAC are approaching retirement and therefore RAC will need to attract new recruits. It is important that the knowledge built up by years of experience by the senior employees is utilised to enable the training of the new younger employers to be more effective. Staff should be encouraged to present any ideas to senior management that they believe would improve operations. With attractive incentives offered for any ideas that put into practice, the job satisfaction and motivation of employees would be likely to increase. There will be a resistance to change, particularly from the patrols who are seeking more social hours and a generally easier working schedule. The diagram above shows how the proposed changes could improve the operations of the RAC. The main advantage would be seen in the flexibility of the patrols. The RAC need to communicate more effectively with members who broke down. Breakdowns can be highly stressful situations and therefore knowing approximately how long it will take for a patrol to arrive will be a reassurance to the member.

Background Of Pulmonary Edema Health And Social Care Essay

Heart failure is a medical status that consequences as the bosom is incapable to provide equal blood flow to convene metabolic necessities or incorporate systemic venous reaching. Harmonizing to Conte and Clinton ( 2012 ) , this widespread province influences over 5 million persons in the United States at an disbursal of $ 10-38 billion yearly. In this paper, we will discourse a type of bosom failure, Pulmonary Edema. Sing its etiology, types, and symptoms, we will besides discourse the methodological analysiss of its intervention.IntroductionPneumonic hydrops is a state of affairs due to ground of excess liquid in the lungs. This sort of liquid collects inside O pokes inside lungs, rendering it difficult to inhale and expire ( Kapoor, 2011 ) . Typically, bosom disease cause pneumonic hydrops. Pneumonic hydrops can be by and large put into cardiogenic and besides non-cardiogenic grounds. Cardiogenic factors behind pneumonic hydropss are a consequence of high force per unit area in the arterias from the lung due to hapless bosom map. Non-cardiogenic pneumonic hydrops could be often brought on by Acute respiratory hurt syndrome ( ARDS ) , Nephritic failure, speedy slope so that you can big heights greater than 10,000 foot, The quickly increasing lung, a great overdose in strong drugs or dolophine hydrochloride, Pain slayers d rug or even chronic big dose use of acetylsalicylic acid, or in unusual cases pneumonic intercalation, transfusion-related ague lung hurt ( TRALI ) , a few infections, or possibly eclampsia in pregnant adult females. Most sick persons with pneumonic hydropss inside internal medical specialty subdivision tend to be elderly, holding ischemic bosom jobs, high blood pressure, diabetes, plus a old history of pneumonic hydrops. The full mortality will be big ( in-hospital, 12 % ) and the forecasters connected with big in-hospital human death are related to staying ventricular myocardial operate. Pneumonic vass generate a great disproportion in the startling force per unit area, finally doing addition in the liquid filtrating into the interstitial, infinites with the bronchial tube that exceeds the lymphatic system capacity to run out the peculiar liquids apart, increasing measures associated with smooth leak into the alveolar room, the peculiar lymphatic system drain pipes excess extracellular fluid measure. In the event the alveolar tissue is damaged, the peculiar liquid builds up in the air sac. Hypoxemia grows if the alveolar tissue bed is thickened merely by merely unstable which affects exchange of air and besides as fluid fills opening and alveolar country, lung following lessenings and air diffusion. The most common symptom of pneumonic hydrops will be breathlessness or possibly shortness of breath. Extra common symptoms can sometimes include easy fatigue, more quickly developing trouble take a breathing than usual holding typical exercising ( dyspnoea in effort ) , s peedy inhaling ( tachypnea ) , giddiness, or weak point.Etiology and Overview:The etiology of pneumonic hydrops is divided into two groups: Cardiogenic: It is defined as pneumonic hydrops because of amplified capillary hydrostatic force per unit area child to prominent pneumonic venous emphasis. It reflects the accumulation of liquid with low-protein substance in the lungs and air sac as a effect of cardiac malfunction. It is caused by high pneumonic capillary hydrostatic force per unit area taking to transudate of liquid into the pneumonic arteria and air sac. Myocardial infarction is the cosmopolitan find in these sick persons following-on in left ventricular malfunction and greater than earlier hydrostatic force per unit area ( Bajwa & A ; Kulshrestha, 2012 ) . Non-Cardiogenic: This is caused by assorted upsets in which factors other than elevated pneumonic capillary force per unit area are responsible for protein and unstable accretion in the air sac. noncardiogenic pneumonic hydrops ( NPE ) , is caused by alterations in permeableness of the pneumonic capillary membrane as a consequence of either a direct or an indirect pathologic abuse. The major grounds of non-cardigenic PE are Drowning, Acute glomerulonephritis, Fluid overload, infections and mismatch during blood transfusion, Neurogenic pulmonary hydrops, anxiousness, Inhalation hurt, allergic effects, grownup respiratory hurt syndrome ( ARDS ) , hurt, inspiration of contaminated air, Hanta virus ( caused by rats holding symptoms likewise flu ) , etc.Statisticss:With a acquiring old population and turning figures of patients digesting terrible myocardial infarcts, there is a lifting figure of patients with pneumonic hydrops. Heart malfunctioning is the most cosmopolitan ground of entre e to infirmary in the Medicare population in America, and more or less a million patients ( 978,000 ) were hospitalized with the designation of pneumonic hydrops in 1998. Other western provinces, for case, Australia and the UK possess a similarly high happening. Authorized researches reveal that 746 per twelvemonth, 62 per month, 14 per hebdomad, and 2 per twenty-four hours deceases are reported due to pneumonic hydrops.Physiology and Pathophysiology:Harmonizing to Plummer and Campagnaro ( 2013 ) , timely diagnosing of pneumonic hydrops is necessary as the state of affairs is finely supervised by get rid ofing the neurogenic activator. A circulatory system of a normal individual maps such that the flow of fluid from pneumonic capillaries to lungs peers remotion of fluid by pneumonic lymphatic and the normal pneumonic capillary force per unit area is about8 mmHg.Signs and symptoms:Pneumonic Edema can be ab initio diagnosed by sing the symptoms such as Dyspnea ( problem in inspiration ) , orthopnea ( concision of take a breathing ) , nervousness or sentiment of at hand fate, frothy-pink or salmon-colored phlegm ( coughed-up affair ) , Cyanosis ( blue dermal province ) , lividness, Diaphoresis ( utmost perspiration ) , trouble to idle horizontal, and reduced prognostic indicants such as Hypoxia ( deficient O in organic structure tissue ) , irregular blood force per unit area, elevated bosom rate, and enlarged pneumonic capillary cuneus force per unit area. Physical test Patients enduring from pneumonic hydrops can show critical marks demoing tachypnea ( province of headlong inspiration ) , tachycardia ( fast bosom rate ) , and hypotension ( irregular low blood force per unit area ) . Integument test can uncover skin lividness and another status of Livedo Reticularis i.e. tegument yellowing, emerging with Markss. Pulmonary test shows untypical puffing sounds with infrequent wheezing and uneven external respiration form with employment of secondary musculuss. Cardiac test exposes Pulsus alternans – a province of discontinuous weak and strong pulsation – which can be an indicant of left ventricular malfunction in Congestive Heart Failure and unnatural busynesss in cardiac stop.Pathophysiology:Pulmonary hydrops grows when the conveyance of fluid from the blood vass to the interstitial spread and in a figure of instances to the alveoli surpass the reaching of fluid to the blood by path of the lymphatic. It is initiated by disagreement in St arling force per unit areas and important hurt to a assortment of components of the alveolar capillary membrane. Besides, the order of unstable exchange and accretion in the lungs and air pouch is disturbed. The pneumonic hydrops is represented upon three separate consecutive stages: Phase 1 – elaboration in conveyance of fluid from blood capillaries to the interstitial spread Phase 2 – lymphatic does non follow fast gait and fluid and colloid start to accumulate Phase 3 – alveolar capillary membrane is improbably slender and explosions immediately, accordingly alveolar flood takes topographic pointTreatment:When measuring the patients, a chest X ray is indispensable in distinguishing between aspiration pneumonitis and pneumonic hydrops ( Udeshi, Pierre, & A ; Cantie, 2010 ) . The end of intervention of patients of pneumonic hydrops is to cut down pneumonic venous and capillary strain, enhance cardiac end product, and correct the cardinal pathological behavior. Offering O is the first measure in therapy sing pneumonic hydrops. You ever obtain O via a face mask or even rhinal cannula aa‚ ¬ † a flexible plastic stuff tubing holding 2 gaps that provide inspiration to both anterior nariss. Preload diminishing drugs lower force per unit area brought on by smooth get downing the bosom and lungs. Morphine ( Astramorph ) may be used to alleviate shortness of breath and besides anxiousness. Afterload reducing agents widen your blood vass and besides take a force per unit area infix off your heartaa‚ ¬a„?s ventricle. Later interventions include drug and O therapy. The procedure of Drug therapy is somewhat complicated as compared to the O intervention. The application of cringle water pills e.g. , torsemide, bumetanide, furosemide renders vasodilation and reduces pneumonic blocking. Besides, supervising metolazone for intervention of Congestive Heart Failure is an of import facet here. Vasodilators provide dilation of vascular arteria, accordingly decreasing the pneumonic vascular force per unit area. Morphine sulphate tends to do venous dilation and Aminophylline is prescribed after the marks of wheezing are seen. Oxygen therapy is comparatively an easy procedure for the intervention of patients of pneumonic hydrops. An unsophisticated technique of Intubation is employed. However, motorized airing may possibly be indispensable, depending on the badness of disease. Other procedures are uninterrupted positive air passage force per unit area PAP – method of respiratory airing chiefly to avoid tracheal cannulation – and bi-level PAP – used when air passage is required with the accretion of force per unit area care. Swan-Ganz catheter – The pneumonic arteria catheter is normally known as Swan-Ganz catheter, may be the incorporation of catheter in a pneumonic arteria. The aim is diagnosing ( assessment and illation ) ; besides utilized to place bosom failure or sepsis, observe therapy, and assess the effects of medicines. The pneumonic arteria catheter permits unswerving, coincident analysis sing force per unit areas indoors right atrium, ventricle, pneumonic arteria, and left atrium.DecisionAs we have already considered the statistics sing the pneumonic hydrops, although it is going common these, yet bar of every disease is possible. The patients who already are enduring from this, shall adhere steadfastly to intervention and comply with the waies given by their doctors, they should do certain that they spend their day-to-day life harmonizing to the physician ‘s advices and reding, such that their state of affairs remains under control. Besides, a healthy individual, to avoid pneumo nic hydrops if follows a tantrum, good balanced repast and continue with an suggested bodyweight harmonizing to his age and tallness, his danger of developing pneumonic hydrops will be a great trade lesser than a individual who does non follow the tips of populating a healthy life.

Hard times by Charles Dickens Essay

The book Hard times, relates to the hard times that people were going through at the time of the industrial revolution, during the 1840’s. the book was published in 1850, so that when Charles wrote the book, he was looking back on the events that occurred 10 years earlier. In his book ‘Hard Times’ Dickens focuses on education and how children used to be taught. Dickens does not agree with the type of teaching that was going on in those times, and by making the characters of the story his object of hate, it makes them prime targets of ridiculing, and does so throughout the book. He describes how the educators insist on teaching fact, and fact alone, nothing but fact. This way he can put forward his views and feelings of this form of teaching, by ridiculing the characters and continually ripping them apart with criticism. The educators insist on teaching fact and pluck all the opinion from the tiny fragile minds that can be so easily moulded into fact filled objects. They scoop out every little fragment of imagination, not leaving the smallest detail to spare and replace it with fact, fact, fact, until they are over spilling with them. As if when filling an empty money box with pennies until it is full to the brim and over flowing, and when you take off the lid they all pour out, one after the other, penny after penny, fact after fact. Facts were ridged and solid, there was no room for interpretation, or another view on the matter, a fact could not be disproved, or argued against, a fact was a fact, and that was what the educators were trying to pour into the innocent little minds, once filled with imagination and opinion. Dickens chooses the names of characters very well. Such as Grad grind, this gives an impression of a strict, hard faced man stuck in his ways. Dickens is very descriptive which gives the reader an image of the characters, and yet at the same time he leaves other aspects to the imagination. The educators were filtering out the opinion and imagination, leaving room for only the facts to get through. This is what Dickens disliked about this form of education, he thought that each child should be independent, and have their own opinion of things and have a free imagination. Dickens himself was a very bright child, yet was denied the right to education, due to the conditions of the time, and the fact that his family were so poor. He left school at the age of 14 and went to work. This is the main reason why Dickens feels so strongly about education and he feels that people should do what they want to do not what they ‘have’ to do, as he had to leave school in order to get a bit more money for his family. In chapter 2 we learn that the teacher Gradgrind has little, if any respect for the children as he refers to them by numbers, also he criticises on of the girls names. He forms the impression of a very narrow minded man with little consideration or respect for children. He is full of fact and stuck in his ways, he believes that because he has been taught facts that every one should be taught pure fact. Dickens doesn’t like this way of learning, and continually ridicules it and the people teaching it. Dickens gets his points across through satire and comic exaggeration, he uses this to achieve humour and also as an extreme way of getting feelings across. During the Victorian times people had a very dim view of education, they did not think it was that essential for children to learn, however in the Victorian times it all came down to your social class. If you were upper class you would have had an education, however if you were lower class you would be considered very lucky if you went to school and even then you would have hat to have left school early to work to get that extra bit of money for the family. I thin these views existed because people had no idea of the importance and it all came down to your social class, also children were ill treated and expected to be seen and not heard. These views of education are very wrong as it is now important especially as we have more rights, and people are respected more.

Human Trafficking And The Trafficking - 901 Words

Human Smuggling and trafficking continues to be a worldwide plague that has been, thus far been largely ignored by the international community. The paramount reason human trafficking and smuggling has festered and grown roots and spread globally. It started as a grassroots effort on the local level where women and girls (it affects boys as well) would be used and sold for sex. Eventually, greed and corruption tagged along for the ride and at that point the crimes became an organized enterprise. At that point the crimes grew exponentially and spread worldwide and infested every crevice and nook on earth, no matter how small and insignificant it may. A stellar example of this the systematic rape, torture and killing of women of Yazidi Christian women in Iraq and the other region of the Middle East. The ideology behind ISIS would be jihad and anti-Western propaganda, however, whether the motivation be money, drugs, or as in human smuggling, illegal immigration, the world at large must a nnihilate it. Human smuggling and human trafficking are two distinct crimes that, the further down the food chain each go, the lines do get murky and tend to melt together. Law enforcement from around the world have often thrown up their hands at the crimes because of the web of complexities involved. The law enforcement community at times have plum run out of resources and manpower to devote to the crimes. Human smuggling differs from human trafficking in as it requires payment, consent, as wellShow MoreRelatedThe Trafficking Of Human Trafficking1061 Words   |  5 Pagesare approximately twenty to thirty million slaves in the world today. Unfortunately due to trafficking being a fast growing crime it is very difficult to identify and locate these organizations and victims. 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Human trafficking and sex slavery is a form of modern slavery, in which traffickers profit from the control and exploitation of others. It is a multi-billion industry. Traffickers use control of others for the purpose of engaging in sexual activities and or forcing others to provideRead MoreHuman Trafficking And Human Sex Trafficking1850 Words   |  8 Pagesof human sex trafficking come to one s mind. The United States of America is not immune to this type of horrific behavior. America is the land of the free and yet something as awful as human sex trafficking occurs in our very own backyard each and everyday. According to the Department of Homeland Security the definition of human trafficking is â€Å"modern day slavery that involves the use of force, fraud, or coercion to obtain some type of labor or commercial sex act† (â€Å"What Is Human Trafficking?†)