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Published on March 9, 2014

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AN Assignment On BUSNINESS STRATEGY Submitted: Name: ID: Submitted To: Date of Submission Submitted To: Date of Submission 1

Table of Contents: Executive summary:........................................................................................................................ 3 Task 1 .............................................................................................................................................. 4 1.1 The Strategic contexts and Terminology: Missions, Visions, and Core Competencies: ...... 4 1.2 REVIEW THE VITAL ISSUES INVOLVED IN STRATEGIC PLANNING IN AUTOGLASS ............................................................................................................................. 5 1.3 EXPLAIN MINIMUM THREE PLANNING TECHNIQUE FOR AUTOGLASS............. 8 Task 2: ........................................................................................................................................... 10 2.1 PRODUCE AN ORGANIZATIONAL AUDIT FOR AUTOGLASS ............................... 10 2.2 CARRY OUT AN ENVIRONMENTAL AUDIT FOR AUTOGLASS USING AT LEAST TWO APPROACHES .............................................................................................................. 11 2.3 EXPLAIN THE SIGNIFICANCE OF STAKEHOLDERS’ ANALYSIS IN RELATION TO AUTOGLASS .................................................................................................................... 13 Task 3: ........................................................................................................................................... 15 3.1 ANALYZE POSSIBLE ALTERNATIVES STRATEGIES RELATING TO SUBSTANTIVE GROWTH, LIMITED GROWTH AND RETRENCHMENT..................... 15 3.2 SELECT AN APPROPRIATE FUTURE STRATEGY FOR AUTOGLASS ................... 18 Task 4: ........................................................................................................................................... 20 4.1 COMPARE THE ROLES AND RESPONSIBILITIES FOR STRATEGY IMPLEMENTATION OF AUTOGLASS ................................................................................ 20 4.2 EVALUATE RESOURCE REQUIREMENTS TO IMPLEMENT A NEW STRATEGY FOR AUTOGLASS .................................................................................................................. 21 4.3 DISCUSS TARGETS AND TIMESCALES FOR ACHIEVEMENT FOR AUTOGLASS TO MONITOR A GIVEN STRATEGY .................................................................................. 21 Conclusion: ................................................................................................................................... 22 References: .................................................................................................................................... 23 2

Executive summary: Autoglass Company, a windshield repair and replacement company has proven themselves as the leading company through providing exquisite and dependable services to the customers in the most effective, efficient and secured manner. Various results and statistics indicate that they are being able to satisfy 92% of their customers. Starting from a small family business they have become the most leading company consisting five hundred branches not only in UK but also all over the Europe.Autogass emphasize on their customer demands and conforming those demands in most economical mean. Autoglass also focus on creating a positive workplace environment and attachment between the workers and the customers. As a result Autoglass has become the leading service providing company compared to others. 3

Task 1 1.1 The Strategic contexts and Terminology: Missions, Visions, and Core Competencies: Mission of the AutoglassCompany: Providing maximum satisfaction to customers is the main mission of Autoglass Company (AutoglassCopmany).This specific mission of customer satisfaction is accomplished by always aiming to deliver best windscreen service requires planning of the perception of the organization (Arazy, O, &Gellatly, I., 2012). Vision of the AutoglassCompany: Ensuring highest level of customer service is given most priority while preparing the vision of Autoglass Company keeping its mission in mind. Although there is close competition among organizations now a days, Autoglass Company is expanding its network rapidly while maintaining customer satisfactory level of an excellent 92%. So this vision aids the company to mark and define what should be the strategic boundaries (Arazy, O, &Gellatly, I., 2012). Core Competency: The ability of repairing or replacing any kind of broken or damaged glass of any kind of modelis the core competency of the Autoglass Company (Arazy, O, &Gellatly, I., 2012). The company is also providing brisk service to the customer which ensures customer satisfaction (Autoglass Company). Strategic Intent: The concept of strategic intent suggests that there's a general outlook on while the enterprise should to be going instead of a accurate affirmation of Associate in Nursing expected conclusion and this suggests that there should to be galore of flexibility interior the declaration to permit for employees start, cluster help and adaptation in light-weight of altered attenuating constituents (Ivanauskiene, N, & Auruskeviciene, V., 2009). The strategic intent of Autoglass is to ascertain itself because the market foremost constantly. They are doing all the undertakings to stay leader. 4

Role of Strategy of Autoglass: The prime task in strategic administration is often the compilation and dissemination of the illusion and thus the procedure affirmation. This summarizes, in essence, the understanding of a business (Ivanauskiene, N, & Auruskeviciene, V., 2009). Autoglass has assembled their purposes in theme conceiving in an exceedingly approach that the concepts sustain a unquestionable time span interior the execution (Autoglass Company). Objective and goals of Autoglass: The foremost target of Autoglass is to guide their purchaser by repairing or refurbishing broken windshield of any vehicle. The aim of Autoglass is to pattern their enterprise augment and aid the international persons (Autoglass Company). They are expanding their enterprise by winning the hearts of the purchasers. 1.2 REVIEW THE VITAL ISSUES INVOLVED IN STRATEGIC PLANNING IN AUTOGLASS While planning the strategies a few issues need to be identified (Armstrong, G., &Kotler, P. 2006). Autoglass is putting their aim on the customer’s fondness and clientele service. They have come to the largest satisfaction grade in the service commerce just by restoring the windscreen in a cost effective way. Now we will discuss the competitive advantage of Autoglass Company from the given situation of this case. Competitive advantage of Autoglass Autoglass Company has been able to capture a huge share of the market regarding any kind of service of windscreen (Arazy, O, &Gellatly, I., 2012). Now we need to analyze its competitive advantage as it’s expanding day by day and Ansoff’s Growth Matrix technique will be used here for this purpose (Armstrong, G., &Kotler, P. 2006). 5

Existing Product Existing Market Market Penetration New Market New Product Market Development Product Development Diversification Figure: Ansoff’s Model Ansoff’s Growth Matrix is a marketing tool that suggests four alternatives. Analyzing the case study we have known that Autoglass Company can serve almost 1 million problem having problem with their windscreen (Arazy, O, &Gellatly, I., 2012). So Autoglss Company can introduce new product of side view mirrors concurrently with the present product. Various risks are associated with the four Ansoff’s matrix strategies. 1. Market penetration: A market design herewith a business searches for to recognize bigger dominance in the market throughout which they currently are giving (Melody, Y. & Kevin, H., 2000). This design typically focuses on apprehending a larger share of aide degree living market. 2. Product development: A new product of “side view mirror” can be introduced to the existing market of windscreen which aids to capture more customers . 6

3. Market development: To capture new customers by attracting new customer groups helps to increase the market share of the company which is the strategy of market development. 4. Diversification: This strategy refers to the introduction of new product to minimize the risk associated with old products. Autoglass can have a fast growth by providing customer satisfaction, attracting and keeping them. They can also develop new product to match the market demand and also set targets for a time period of three years. For this time period selection of the suitable geographical area to capture the market and efficient suppliers is necessary. Definition of Top-Down and Bottom-Up Informal Planning: Informal planning is that the methods while the supervisor or foremost of a group evolves an inspiration with no one acknowledged structure and rigid organizations (Grant M.R. 2010). Certain as shooting instant things managers use this approach while it's conditionally significant to conceive any prescribed structure of coming up with or the timeline for conceiving isn't sufficient. It’s important to command short allowance objectives of the association. Top-Down: A top-down approach is essentially the breaking down of a system to gain insight into its compositional sub-systems (Grant M. R., 2010).Autoglass hasbeen successful in using the approach in their product development. Bottom-Up: A bottom-up approach is the piecing together of systems to give rise to more complex systems, thus making the original systems sub-systems of the emergent system (Grant M. R., 2010).Autoglass is successful in using this approach to provide the services to the customers. Behavioral Approach for Autoglass: Autoglass should to approach interior the top-down procedure in alignment to capitalize their assets and to handle the affray within the future. Autoglass could be a growing enterprise inside the commerce and therefore the service they're undertaking won't be decent for them to contain on to the location inside the market. They have 7

to reach up with some expansion for his or her merchandise and market in alignment that they could a wide-ranging marketplace for the purchasers. 1.3 EXPLAIN MINIMUM THREE PLANNING TECHNIQUE FOR AUTOGLASS 1. BCG Growth Share Matrix: Products of the Autoglass Company can be divided according to their priority and maintain a harmony in the portfolio. The above matrix shows the 4 kind of consequences that are faced by an organization (Armstrong, G., &Kotler, P. 2006). It also aids to determine when to invest in the present product or when to withdraw all the earning form the market and or whether to introduce a new deal. Placing goods in the BCG growth share matrix Autoglass will face 4 types of consequences in the market. And they are: i. Stars: High Growth and High Market Share  Managers need to take decisions for a great quantity of cost from which the cash will be generated and used.  The company will result in the cash cow and the Company can harvest cash from the business if managers can make the business profitable and maintain a steady market share. ii. Cash Cows: Low Growth but High Market Share  Applying this strategy may result in low market growth of the product but it will also have the highest market share from which the organization will turn in revenues and maintain income. iii. Dogs: Low Growth and Low Market Share  A time may arise after a certain period when revenue generation from the product gradually stops. The organization should withdraw it’s invest from the business.  The organization should be able to eliminate any unnecessary cost. iv. Question Marks: High Growth but Low Market Share  It indicates to the products that are newly introduced in the market and will gradually increase its acceptance rate to the customers. 8

 There is a risk associated with this which is if market shared is not increased in the future the organization will have to incur a loss. This is called making a dog product. 2. Strategic Position & Action Evaluation Matrix (SPACE): SPACE planning technique can be used to figure out the market requirements. This matrix consists of four quadrants indicating the positions of the business organization and what should be the reaction of the organization (Armstrong, G., &Kotler, P. 2006). Taking Autoglass’s position in the market into consideration, aggressive strategy can be used which also acts as the base for SWOT analysis. 3. Profit Impact of Market Strategy (PIMS): PIMS is actually a type of database that supplies material evidence to facilitate policies and principles for acquiring and maintaining competitive advantage. Autoglass would possibly sustain people service information in alignment to research their values and designing method in order that they will keep pathway of their accomplishment and implementation of the methods. 9

Task 2: 2.1 PRODUCE AN ORGANIZATIONAL AUDIT FOR AUTOGLASS SWOT Analysis Strengths Opportunities •Low cost •Safety •Visual Clarity •Avoiding further damage •Increasing growth rate •High presence in emerging economy •New Product SWOT Weaknesses Threats •Less promotion of the brand •Lack of advertisement •Suppliers Competition •Geographic Location •Government Policy Strengths Figure: SWOT Analysis  Autoglass is providing services at relatively low price.  Sufficient safety features are included in the product  The replaced or repaired windscreen has high visual transparency.  Replaced or repaired glasses reduce the probability of further damage. Weaknesses Promotional activities of the brand are relatively slow. Insufficient amount of advertisement. Opportunities  As competition is less in the market because a few number of other windscreen companies exist, Autoglas possess a huge possibility of expansion. 10

 New products such as side view mirrors or rear view mirrors can be developed concurrently with repairing and replacing the windscreen.  Large opportunity to grab the market. Threats  It is always difficult to identify and select quality suppliers of raw materials.  Selection of geographical location is vital while selecting the location of the business.  The role of government policies is crucial in shaping the business market. 2.2 CARRY OUT AN ENVIRONMENTAL AUDIT FOR AUTOGLASS USING AT LEAST TWO APPROACHES The strategic decisions of an organization are influenced by the environment where the organization will operate (Gómez, L, & Ballard, D., 2013).To understand the scenario of the environmentPESTLE analysis is required to help the organization to maximize the opportunities and minimize the threats. Political  Different Political climate in differentcountries influences the business strategies.  Stability of governments:which refers to the future conditions in a country  Various taxation and subsidy policies. Economical  Income level of people influences the organizational purchase  Level of economic activity that affects need for windscreen. Socio-cultural  Attitude to a product, lifestyle and preferences influences the industry.  Culture and norms of a society influences the decision whether to own and use automobiles or use other means of transport. 11

Technological  Available design technology.  Manufacturing technology.  Any tangible development in technology which will decrease the rate of windscreen repairing. Legal  Local rules and regulations relating to safety measures.  Product consuming and employment law. Environmental  Various environmental features such as weather, climate, and climate change can affect in the business. To determine and help the management to understand the overall context of the industry, Porter’s 5 forces analysis is necessary (Gómez, L, & Ballard, D., 2013). Porter’s 5 forces are: 1. The threat associated with new entrants.  Economies of Scale: This means scale economies in the production which is generally considered as a relatively low threat in this industry.  Access to Distribution Channel:It refers to the ability to create demand and distribution of product to the market.  Government Policy: Governments can limit amount of entry to an industry through licensing requirements by restricting access to raw materials. 2. The bargaining power of customers  Number of supplier Companies: The purchasing power of the customers is mostly controlled by no. of supplier companies.  Threat of Backward Integration:A threat always exists that a buyer can buy a product and reproduces it by backward integration. 3. The threat of substitute products 12

 Prices:Price is the most influencing factor. Customers will switch to the company which offers products with lower price.  Access: Industryis now more accessible to the potential buyers. 4. The amount of bargaining power suppliers have  Number of Buyer Companies: This refers to the number of companies which are purchasing raw materials for windscreen manufacturing from number of suppliers.  Threat of forward Integration: Suppliersalso pose a threat to integrate the same product trough forward integration. 5. The intensity of the competitive rivalry  Number of Competitors: the number of competitors is comparatively low in this industry.  Rate of Industry Growth:This industry possesses a large potential to become a huge and vastly expanded industry.  Diversity of Rivals: The rivals may come with new and different ideas and it is most likely to cross each other’s path and challengeeach other’s position. 2.3 EXPLAIN THE SIGNIFICANCE OF STAKEHOLDERS’ ANALYSIS IN RELATION TO AUTOGLASS The stakeholders’ grid: 1. The top right part indicates the stake holders influencing the strategies and promoting the products. 2. The top left part refers to the stakeholder who influences strategies but they posses’ low interest in the organization. 3. The bottom right part refers to the stakeholders having high interest but low influence in the organization. 4. The bottom left part indicates the stakeholders having low influence and low interest in the organization. 13

Figure: Stakeholders’ Grid Autoglass has mapped the stakeholders inside the association in order that the stakeholders will gift their obligation in contemplate of the organization’s profit. 14

Task 3: 3.1 ANALYZE POSSIBLE ALTERNATIVES STRATEGIES RELATING TO SUBSTANTIVE GROWTH, LIMITED GROWTH AND RETRENCHMENT Market Entry Strategy Organic Growth: When an enterprise association accomplishes development over its own enterprise that is as identical because the starting of the organization, it's known as organic development. It omits any development that's profited by pacing into the other enterprise or amalgamation or acquisition. Merger: Merger is that the method by two enterprises gets united and turns into one entity through lawful consolidation. The start of Autoglass was through such amalgamation. Acquisition: This is the method where one exact enterprise buys another entire enterprise and sets up itself because the proprietor. Throughout this method 100% or near 100% ownership needs to be acquired. Strategic Alliance: This is the method while 2 or more companies acquiesce upon kind of widespread objectives and share every other’s assets to fulfill those objectives. This approach is wholeheartedly a notion that resides between the notion of organic development and connecting or acquisition. Licensing: It is the scheme through that a mother enterprise (licensor) allows another enterprise (licensee) to use its trademark and deal the merchandise or services on the foundation of affirmations on numerous time spans. The time span adopts the authorizing ascribe that desires to be paid to the licensor. Franchising: It is the strategy, through that a enterprise profits from the correct to use another company’s trademark, enterprise kind, procedures while the franchisor supplies the correct to the franchisee. For getting market share overseas, Autoglass may use this approach by circulation franchises in distinct locations. 15

Substantive Growth Horizontal Integration: In grade integration enterprise diversity or arrives by output facility of affiliated or complementary merchandise (Melody, Y. & Kevin, H., 2000). Rarely it's going to additionally occur that a corporation buys one amidst its competitors and pattern integration. Autoglass would likely pattern such integration by connecting with alternate yield that's affiliated with its dwelling merchandise. Vertical Integration: In integration a corporation attachments with the enterprises or partners of the offer string of links and in some situations all the partners of the string of attachments hold below one proprietor (Melody, Y. & Kevin, H., 2000). Autoglass would likely recruit into integration by linking with the suppliers and vendors. Related Diversification: When a business elaborates its business with some diversification within the dwelling line of merchandise (Arazy, O, & Gellatly, I., 2012). The new productions rectangle measure alike to the present merchandise. Unrelated Diversification: It is the procedure one times a enterprise recruits into diversification by injecting new merchandise and services that doesn’t accept as true the dwelling merchandise (Arazy, O, & Gellatly, I., 2012). It will be unrelated diversification if Autoglass starts mercantilism home window crystal or attractiveness mirrors. Limited Growth Market Penetration: It means that penetrating the comparable market by giving comparable worth against the worth of the competitors. This approach is engaged to instantly hit the competitors by benefiting their customers. It’s normally utilised to complete sales development. Market Development: It suggests that targeting new persons phases and appealing the nonbuying customers of that segment. It assists to extend the market share by adding new part of shoppers. It’s pledge for Autoglass to develop the market by geographically increasing the enterprise and returning to the shoppers. Product Development: It means that evolving new merchandise that do not reside presently and so appealing customers to get a lot of diversity of merchandise or services. 16

Innovation: It suggests that seeking out an solely new would like of the shoppers interior the market and innovating replacement merchandise or service to rendezvous that need. Disinvestment: Retrenchment: A theme utilized by companies to scale back the variety or the last dimensions of the methods of the business. This scheme is generally utilized so as to slash prices with the aim of altering into an added financial steady enterprise. Turn around: Turnaround may be a method dedicated to company renewal. It utilizes investigation and progressing to save distressed companies and returns them to economic status. Turnaround management involves management rethink, activity based mostly cost accounting, origin malfunction determinants enquiry, and SWOT investigation to work out why the enterprise is dropping short. So as to pattern a comeback inside the business associations got to verify the base of the adversities and supported those adversities they have to pattern up new procedures and values to trounce those matters. Liquidation: When a firm is terminated or bankrupted, its assets rectangle measure recorded and furthermore the advances pay creditors. Any leftovers rectangle measure distributed to shareholders. Liquidating a firm is that the last stage of the firm’s survival. If no alternate designs befit the organizations then it must deal its assets then ante up the shareholders and stakeholders. Divestment: The method of departure of buying into. Furthermore mentioned to as divestiture, it's conceived for either economic or communal goals. Divestment is that the converse of buying into. It the method of dragging out the assets operational and deals those to rendezvous the gap inside the monetary matters and so as to liquidate the association divestment is significant for any association. Porter’s Generic Strategy A scheming described by Michael Porter that contains three general strategies which are used by companies to gain the competitive advantage (Armstrong, G., &Kotler, P. 2006). The standard strategies are: 17

 Overall Cost Leadership  Differentiation  Focal Point  Overall Cost Leadership AutoglassCompany uses the cost leadership approach to enter the market and helps to grab attain customers than the competitors considering the situation mentioned in the case(Arazy, O, &Gellatly, I., 2012).  Differentiation Differentiation is necessary along with cost leadership to aid an organization to flourish its business (Armstrong, G., &Kotler, P. 2006). Differentiation was introduced to the service of theAutoglass Company by introducing 24/7 customer advising operations and the fleet servicing.  Focal Point Autoglassis now focusing on customer satisfaction and the services they are providing as they are the market leader and best service provider in the UK market in repairing and replacing windscreen (Arazy, O, &Gellatly, I., 2012). 3.2 SELECT AN APPROPRIATE FUTURE STRATEGY FOR AUTOGLASS In alignment to perplex the market segment Autoglass enterprise needs new designs and new items which can be cooperative for them to flourish the market. So considering future design they can investigate their market need and come to up with some development of the new merchandise to diversify their services and apprehend a new market segment. Autoglass should be following the vertical augments design to augment their enterprise. They can accelerate with coalition with automakers to arrest the new market segment. Autoglass is in a powerful location and they might be able to advance with the coalition with new associations. Because this conceive is befitting for the associations development and their centre capabilities agree with the conceive. Coalition with associated associations will endow Autoglass to put more 18

aim on the customer’s preference and can develop new merchandise class to fulfill the desires of the customers. Only starting new merchandise line and increasing the market will not solely help the Autoglass enterprise to expand in the market. Autoglass should absolutely reassess the answer of the customers so that they might recognize what the customers are looking for and to what grade of acceptance customer’s crave. Autoglass management yearns to differentiate the purposes and responsibilities to the workers so that they can supply the largest degree of approval to the customers. The Autoglass is at present have a 92% acceptance rate amidst the customers. But with expansion of the enterprise the acceptance rate might fluctuate and Autoglass need to assemble a timescale for the new goals and elongation of the new services. Contemplating the location in the business, Autoglass can provide a 5 quarters conceive that will be plentiful for Autoglass to argue up with the affray and maintain coalition with the automakers to perplex the enterprise. Autoglass can standard next 5 quarters to obey with concepts they have taken and fulfill the firm promise to the customers. 19

Task 4: 4.1 COMPARE THE ROLES AND RESPONSIBILITIES FOR STRATEGY IMPLEMENTATION OF AUTOGLASS Implementation and execution of the policy and principles of an organization has a significant impact on the profit level (Gómez, L, & Ballard, D., 2013). Implementation means selection of process which results in profit earning. The next phase is the tactical phase. In this phase policies are reviewed to test the expediency of the policies that whether they have practical utility or not (Ivanauskiene, N, &Auruskeviciene, V., 2009). Then a score is assigned to each policy and if any policy fails to achieve successful score then it is rejected and most effective and efficient policies are selected. All the groups in the organization are united at all stages of the policy making and tactical decision to implement most efficient and effective policies (Dessler, G., 2000). This procedure results in plan coherency and tactics diversification or necessary modification becomes possible.CEO of an organization makes a mark in the industry by turning these concepts into reality. Autoglass administration must compute the trading and sales ways to double-check the best market share and sales. The sales cluster should to be developed during a means which will continue with the affray inside the market. Creative advertisements in relevant localities would probably facilitate an allotment throughout this regard. The centre competencies should to be clearly concentrated to attractiveness the shoppers. Transparent and unswerving statements are necessary to secure the targeted market share. Communal visualizations are required in detecting and checking the propositions, bases of the policies and propose actions (Gómez, L, & Ballard, D., 2013). It is the job of a manager to motivate and influence the employees to ensure proper execution of established plans. Target achievement fulfillingwill result in coherency in job environment and job satisfaction within the employees. 20

4.2 EVALUATE RESOURCE REQUIREMENTS TO IMPLEMENT A NEW STRATEGY FOR AUTOGLASS Precisely choosing the right materials and making them available to the right departments when necessary is important to evaluate the resources of Autoglass. As Autoglass is a service providing company, careful handling of its large amount of employed human resources is another major task. It already has 159 customer advisors working constantly to meet the varied customers demand (Arazy, O, &Gellatly, I., 2012). So Autoglass requires a huge amount of investment in proper training and developing the skills of the employees to maintain the best service provision to the customers (Dessler, G., 2000). Autoglass emphasizes on maintaining the highest standard of NVQ. Timeliness in service schedule ensures highest order of company good will. One of the main reasons Autoglass is now the leading Company is that it is maintaining its time schedule properly and choosing best raw materials as well as ensuring enough safety features. Autoglass Company is efficient in their resource planning and evaluating the resources thoroughly to provide the best service in this given case situation. 4.3 DISCUSS TARGETS AND TIMESCALES FOR ACHIEVEMENT FOR AUTOGLASS TO MONITOR A GIVEN STRATEGY Evaluation of the benchmark outcomes: Quarter 1 The company should be bring up with the strategies and find out the feasibility of the strategies whether the strategies would reflect in the expected outcome. They can take the feedback of the customers and find out what else they are looking for in the windscreen repairing service. There should be weekly and monthly monitoring by the line managers of the divisions. Quarter 2 During the period Autoglass should review the customer’s feedback and implement the desired plan to expand the business. The line managers should be responsible for collecting the feedbacks and acting towards it. Quarter 3 This is the quarter of gathering information and takes research note on the 21

implemented strategies. The management should find out the gap between the expected outcome and actual outcome. The GAP might occur because of lack of coordination or inefficiency of the employees and line managers. Quarter 4 Management should organize a training program to fill in the gap. So that the employees can achieve the organization goal in desired manner. Quarter 5 In this quarter the organization might achieve the desired results based on the strategy making and the implementation method. If the management fails to achieve the objectives through the strategies, then they have to initiate actions based on information like training the employees or providing support to them. Table: Evaluation of the outcomes Conclusion: Certain qualities are required to gain market share which have been accomplished by Autoglass. Autoglass has valued their customer’s need as well as the employee’s. Customers are much happier with the services of Autoglass than other companies of this industry. Autoglass has conveyed discovery and excellence in their services as well as in the commerce. Their dedication to win market share through clientele share has verified much more powerful than their competitors. But in up to date world customers are much pickier and brain changing. They are not as trusted as previous decades. So Autoglass has to initiate more discoveries in their business to support the current place and to profit from more reputation. 22

References: Thibaut, J. and Laurens W.2012, 'Corporate Wikis: The Impact of Autoglasss in the Windscreen industry, vol. 29, no. 3, pp. 87-116. Armstrong, G., & Kotler, P. (2006). Marketing: An introduction (8th Ed.). New York: Prentice Hall. Autoglass Company. [ONLINE] Available at: http://www.autoglass.co.uk/Glass-repair-andreplacement.186.0.html. [Accessed 05 December, 2013]. Dessler, G., 2000. Human Resource Management. 5th ed. Delhi: Pearson. Gómez, L, & Ballard, D., 2013, 'Communication for the Long Term: Information Allocation and Collective Reflexivity as Dynamic Capabilities', Journal Of Business Communication, vol. 50, no. 2, pp. 208-220 Grant M. R., (2010) – Contemporary Strategy Analysis, Amazon.co, Wiley Higher Ed; 7th edition. Schwarz, N., 2009, Change Management and Its preparation', Economics & Management, pp. 407-412. Wheelen & Hunger, T.L. &J.D., 2013.Strategic Management and Business Policy. 5th ed. Delhi: Pearson. 23

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