Royal Automobile Club Rescue Services Division: Transformation Through Technology

W. Earl  Sasser; Roger H. Hallowell

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Case | HBS Case Collection | September 1992 (Revised November 1996)

Royal Automobile Club Rescue Services Division: Transformation Through Technology

by W. Earl Sasser and Roger H. Hallowell

Abstract

The Royal Automobile Club uses a new computer and telephone system to improve its service standards and profitability. After the initial impact of changes from technology, the organization faces a need to choose between future technological development or organizational change.

Keywords: Technological Innovation; Decision Choices and Conditions; Organizational Change and Adaptation; Information Technology; Corporate Strategy; Service Industry; Auto Industry; United Kingdom;

Format: Print

21 pages

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Citation:

Sasser, W. Earl, and Roger H. Hallowell. "Royal Automobile Club Rescue Services Division: Transformation Through Technology." Harvard Business School Case 693-029, September 1992. (Revised November 1996.)

About the Author

W. Earl Sasser

UPS Foundation Professor of Service Management, Emeritus

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Article | Dialogue | First Quarter 2018

Beyond Engagement

Roger Hallowell, Hervé Coyco and Randall White

Keywords: engagement; motivation; purpose;

Citation:
Hallowell, Roger, Hervé Coyco, and Randall White. "Beyond Engagement." Dialogue (First Quarter 2018): 40–43. View Details

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Case | HBS Case Collection | July 2016

Cataumet Boats, Inc.

W. Earl Sasser and Mark Davis

Jaime Giancola, an MBA student, has recently completed an operations management course in which aggregate production planning (APP) was one of the topics. She believes that her family's business, Cataumet Boats, which her grandparents started and which her mother and uncle now own, might benefit from applying APP concepts to identify the different ways they might schedule workers, which could be especially valuable during the peak demand seasons of fall and spring. The goal of using APP is to reduce labor costs without sacrificing the high level of customer service that Cataumet Boats is known for providing.

Keywords: Business or Company Management; Family Business; Production; Cost Management; Transportation; Customer Satisfaction;

Citation:
Sasser, W. Earl, and Mark Davis. "Cataumet Boats, Inc." Harvard Business School Brief Case 917-509, July 2016. View Details

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Teaching Note | HBS Case Collection | July 2016

Cataumet Boats, Inc. (Brief Case)

W. Earl Sasser and Mark Davis

Citation:
Sasser, W. Earl, and Mark Davis. "Cataumet Boats, Inc. (Brief Case)." Harvard Business School Teaching Note 917-510, July 2016. View Details

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Royal Automobile Club Rescue Services Division: Transformation Through Technology

Abstract

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