C-Direct Insurance Company

Abstract

C-Direct Insurance Company was established since six years ago, it is specialized in selling car insurance. Nowadays C-Direct Company face 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 staffs training and finding the other new service for customers. It can be meet a lot of risk because most of the staffs do not want change policy so company prepared to through that kind of risk.

Question (1)

Prepare the project Definition Report for implementation of the policy change. This report should cover: vision; purpose (including a stakeholder analysis); objectives; scope; strategy; project phases; and project organization.

Vision

All customers will be satisfied when they contact by C-Direct Company and sales percentages will be increase year by year. All department are supported by each others.

Purpose

C Direct Company sale rate is only 3% growth in last twelve month. It faced a lot of new competitors and company had no special performance. So that company need to re engineering. Company need to plan to improve the sale rate and employees skill also. Company wants to provide the new persuaded method to customer. So re organized the staff duties assign. C Direct Car Insurance Company is going to extend the household insurance for customer requested. Because of changing policy, company will refresh and it can be encourage to compete with new entrants.

Objectives

C-Direct Company will be lead in car insurance firm and at the same time company staff will understand and support each others. Customer satisfaction is the most important to company succeed. In the car insurance market Company price was minimum price offer and best customer services.

Scope

C Direct Car Insurance Company was high growth when they start to establish. However, over the next year company sale rate was only 3%.Within a year, new entrants was increase in 15 companies. Although company has a lot of competitors, company need to change to that bad situation to advantage. Mr Small research his firm, the company need to improve the customer satisfaction level and most of the customers are price sensitive. The company needs to pay the training for their employees because they are weakness in customer relationship. They also need to aware how to answer phone when customer inquire about the car insurance. They should be known their supporting is very important to improve the company sale rate. To make new and wide workstation for employees, so they will be comfortable to do work. Compare with the price with top market leader's price and company product price will be less than those firms.

Strategy

Skillful staffs are image of the company because it is the first impression of the company. Company need to polish the skill of employees and recruitment the skillful staffs. According to Company's vision, customer satisfaction is the first priority of company success. Although all are same as competitors, the C-Direct Company's staffs are more patient and can tell more detail about they want to know. So customers will more satisfaction than dial with other company.

Most of the customers want to get all things in one place, meaning is they inquiry for car insurance and then they want to make household insurance also. So they do not want to inquiry a lot of company. For that reason Company need to extend the household insurance as customers demand. It is so customers' mind C-Direct Company knowing their requirement. Another reason to do household insurance is it has a few competitors. Thus Company got big market share than others (competitors).

Price strategy is one kind of effective to compete with competitors. Because most of the customers are price sensitive. Collection the price list who leads the car insurance firm, as the result company was known how much reduces the price.

Customer satisfaction is more important than low price when Company compete to his competitors. So company needed to focus in excellent customer service.

Staffs are understand each other result of training, it is very good to compete with competitor because team spirit is the most important to Company success.

Company need to advertise and promotion to customer interested. It is one of the important to promote the sale rate. When the customer enquire to car insurance, staff will say if customer make car insurance with C Direct company they will got the discount for house hold insurance.

Project Phrases

Nowadays, car insurance company is very popular in UK. C Direct car insurance company was since last 6 years, after established that company was high growth. But last year company profit was only 3%. Company was faced the 15 competitors which is same customer target within last two years. So company need to make re organize and policy change. It means find out company weak point and competitor's privilege.

C Direct company's top management noticed that their company need to change the policy. So they decide to make company policy changes and Mr Small, Operation Manager, will be responsible to during these changing period. He noticed that his company will need to change the staff working hours, improve the staff quality and the company staffs need to understand each other. Another thing is product price, although higher management believe customer satisfaction is more important than less price, most of the customers are price sensitive. Some of the customers demand the household insurance but company did not have that service so company lose some customer. Thus company made the new service that will be effect on customer satisfaction and company can persuade house hold insurance customer to make the car insurance. So company sale rate will increase.

Project phase has four stages: concept, development, implementation and close out. The first stage was concept. That is concern with top management and they will make the plan ( what they want to change and how much improve the sale rate). Top management want to get the over average profit within a year when after launch. Mr Small need to prepare the cost estimate and WBS (work breakdown structure). According to the policy change, company staff need to attend the training which is related their job responsibility. Collection the data for the new product, house hold insure