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Published on March 9, 2014

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An assignment on Business Strategy Submitted: Name: ID: Submitted To: Date of Submission: 1

Learning Autoglass maintains a nice affiliation between the customers and workers because they believe that if employees are happy in Autoglass then they are going to serve the customers additional with efficiency and it will turn in the revenue. Throughout the case and research Autoglass is satisfying 92% of the customers. Autoglass has become the best service providing organization in comparison to the banks and alternate service suppliers. Autoglass is now the market leader in the industry and they are growing in a stable stride. From the start of the business to this day, Autoglass focuses on the necessities and claims of the customers and conjointly the mode of providing services in a cheap kind. Sustained the granted position and looking out the Autoglass it can be best inferred that Autoglass is in a competitive place within the windshield replacement industry and are ready to face future obstacles in a productive manner. 2

CONTENTS Learning .................................................................................................................................... 2 Task 1 ........................................................................................................................................ 4 1.1 EXPLAIN THE ROLE OF STRATEGY, MISSION, VISIONS, OBJECTIVE, GOALS AND CORE COMPETENCIES OF AUTOGLASS .............................................. 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 ......................................................................................... 12 Task 3 ...................................................................................................................................... 14 3.1 ANALYZE POSSIBLE ALTERNATIVES STRATEGIES RELATING TO SUBSTANTIVE GROWTH, LIMITED GROWTH AND RETRENCHMENT............... 14 3.2 SELECT AN APPROPRIATE FUTURE STRATEGY FOR AUTOGLASS ............. 18 Task 4 ...................................................................................................................................... 19 4.1 COMPARE THE ROLES AND RESPONSIBILITIES FOR STRATEGY IMPLEMENTATION OF AUTOGLASS .......................................................................... 19 4.2 EVALUATE RESOURCE REQUIREMENTS TO IMPLEMENT A NEW STRATEGY FOR AUTOGLASS ...................................................................................... 19 4.3 DISCUSS TARGETS AND TIMESCALES FOR ACHIEVEMENT FOR AUTOGLASS TO MONITOR A GIVEN STRATEGY.................................................... 20 Conclusion .............................................................................................................................. 21 References ............................................................................................................................... 22 3

Task 1 1.1 EXPLAIN THE ROLE OF STRATEGY, MISSION, VISIONS, OBJECTIVE, GOALS AND CORE COMPETENCIES OF AUTOGLASS Autoglass Company Mission: Objective of a company relies on this state of affairs and activity pointers according that the workers require accomplishing to comprehend the objectives of the association (Armstrong, G., &Kotler, P., 2006). The foremost focus of the Autoglass business is on the customer‟s approval and providing the only windscreen replacing services to the customers (Autoglass Company). By fulfilling the missions, the vision of a company occur to be coherent. Autoglass Company Vision: Vision of an enterprise is that the extended term aims affiliated in nursing the target of that particular association (Armstrong, G., &Kotler, P., 2006). The dream of The Autoglass Company is to help the customers effectively and consign the absolute best level of fulfillment to the customers (Autoglass Company). By following the vision and providing service effectively, Autoglasswill become more powerful in the industry. Autoglass Company Core Competency: Core competency mentions to the core undertakings of an organization that summarize the enterprise missions and visions of that particular association (Armstrong, G., &Kotler, P., 2006). Sustained the case, Autoglass has the core proficiency to replace or fix any sanely impaired windscreen of any form (Autoglass Company). Strategic Intent: The concept of strategic intent proposes that there's a general outlook on while the enterprise should to be going instead of a unquestionable affirmation of aide in Nursing foreseen conclusion and this suggests that there should to be galore of flexibility central the affirmation to permit for employees start, cluster help and adaptation in light-weight of changed attenuating components (Hoffman, K. Douglas, Scott W. Kelley, and Holly M. 4

Rotalsky.2009). The strategic intent of Autoglass is to ascertain itself because the market foremost wholeheartedly. They are doing all the undertakings to stay foremost. Role of Strategy of Autoglass: The foremost task in strategic management is often the compilation and dissemination of the illusion and therefore the procedure affirmation. This summarizes, in essence, the comprehending of a company (Hoffman, K. Douglas, Scott W. Kelley, and Holly M. Rotalsky.2009). Autoglass has assembled their functions in topic conceiving in an exceedingly approach that the notions maintain an unquestionable time span centralised the execution (Autoglass Company). Objective and goals of Autoglass: The foremost aim of Autoglass is to direct their purchaser by fixing or refurbishing broken windshield of any vehicle. The aim of Autoglass is to pattern their enterprise augment and help the worldwide persons (Autoglass Company). They are expanding their enterprise by being triumphant the hearts of the purchasers. 1.2 REVIEW THE VITAL ISSUES INVOLVED IN STRATEGIC PLANNING IN AUTOGLASS In order to make strategic decisions organizations need to consider some crucial issues that might affect the business decision (Wheelen& Hunger, T. L. & J. D., 2013). Maintained the case, Ansoff‟s model are generally used to find out the comparable advantages (Grant M. R., 2010). Autoglass’s Competitive Advantage Autoglassis becoming one of the best service providers in the industry by providing good services in windshield repairing and satisfying customers. They are supplying diverse services to customers in relevancy windscreens and capturing an honest share of the market. As automobile use is growing day by day, Ansoff‟s development model will facilitate them in studying their comparable benefits (Armstrong, G., &Kotler, P., 2006). 5

Existing Product Existing Market New Market New Product Market Penetration Product Development Market Market Development Development Diversification Diversification Figure: Ansoff‟s Model Ansoff‟s development model suggests four completely distinct options. Autoglass is increasing its market steadily and has the capability to serve more than they are doing presently (Autoglass Company). They are delivering services to over one million customers having complains with their windshields. So Autoglass will aid customers with their existing product and with various signify of services. These four distinct procedures face differing kinds of dangers (Wheelen& Hunger, T.L. &J.D., 2013). The strategies are: 1. Market penetration: A market strategy herewith a enterprise searches for to recognize bigger dominance in the market all through which they already are giving (Melody, Y. & Kevin, H., 2000). This conceives normally focuses on apprehending a bigger share of aide degree living market. All through this part Autoglass will increase its market segments by enterprise an allotment of their merchandise and appeal an allotment of customers. 2. Product development: Introduction of latest product can alter Autoglass that will complement the present product. Though this strategy includes an important handicap. If the purchasers do not perform as designed Autoglass would possibly finishin mislaying financial gain. 6

3. Market development: Autoglass is the market leader throughout this screen fixing enterprise. So, they will encourage Autoglass extensively and guarantee to catch new customers to continue its market share. 4. Diversification: Autoglass would possibly build a portfolio that will unfold the risks and reduce the decrease of financial gain. Autoglass Company is in the peak inside the industry. In alignment to that they may boost the enlargement rate in a very stable pace by persuading every customer and boost its market share (Wheelen& Hunger, T. L. & J. D., 2013). Autoglass got to set a 3 years growth strategy according the Ansoff‟s development model to set the goal. Definition of Top-Down and Bottom-Up Top-Down: A top-down approach is essentially the breaking down of a theme to understand insight within the sub-themes (Grant M. R., 2010). Autoglass is triumphant in this approach in their development which they're doing pretty sensible in following this approach. Bottom-Up: A bottom-up approach is that the piecing of systems to produce increase to supplemental clear systems, so conceiving the first systems, sub-systems of the presenting system (Grant M. R., 2010). Autoglass is applying this approach in their service development to persuade the customers and they are engaging victorious in exploitation this approach. Behavioral Approach for Autoglass: Autoglass ought to approach interior the top-down method in alignment to capitalize their assets and to handle the affray within the future. Autoglass could be a growing enterprise interior the business and thus the service they're undertaking won't be decent for them to comprise on to the place interior the market. They have to come to up with some 7

developments for his or her merchandise and market in alignment that they could a wideranging marketplace for the purchasers. Informal Planning: Casual conceiving is that the procedures while the supervisor or foremost of a assembly evolves an inspiration with no one acknowledged structure and rigid associations (Grant M.R. 2010). Certain as firing instant things managers use this approach while it's conditionally significant to conceive any prescribed structure of approaching up with or the timeline for conceiving isn't adequate. It‟s important to command short allowance objectives of the organization. 1.3 EXPLAIN MINIMUM THREE PLANNING TECHNIQUE FOR AUTOGLASS In order to grow in the industry Autoglass can use three techniques, and they are: 1. BCG Growth Share Matrix Autoglass may grade their product in such a way where they can differentiate their product and maintain synchronization among the product portfolio (Melody, Y. & Kevin, H., 2000). It will collectively facilitate Autoglass to figure out once and whereas they would invest throughout a new brand development and to extract all the profits from the service. Placing goods in the BCG growth share matrix Autoglass will face 4 types of consequences in the market. And they are: I. High Growth and High Market Share (STARS) The star products are to become cash cows within the longer term and management can gather from the business project. This strategy wants high allowance of cash and also the management needs to figure out the flow of cash within the business. This strategy yearns high allowance of cash and moreover the management needs to range out the flow of cash among the enterprise. II. Low Growth but High Market Share (CASH COWS) 8

From the matrix, we can know that the product that has stopped growing but huge market share prevails, the organization turns in stable revenue. III. Low Growth and Low Market Share (DOGS) Administration ought to stop any pointless expenses. Once the products start to misplace its market share then development rates decline and the products falls into declining stage. The organization ought to dissociate from the business right away. IV. High Growth but Low Market Share (QUESTION MARKS) The product has put together the danger of being a dog product if it does not flip in any revenue. The products that are freshly offered fall throughout this category and have the potentiality to maximize profit. 2. Strategic place & activity evaluation Matrix (SPACE) Autoglass can use the SPACE matrix to analyze the market demand, corporation place and desires to figure and conceive ways that to elaborate the market (Wheelen& Hunger, T. L. & J. D., 2013). SPACE matrix has four fully distinct quadrants that indicate the association‟s place and conjointly the course of activities (Melody, Y. & Kevin, H., 2000). Autoglass is in a very strong position among the market. So, they should use the aggressive ways that to take over the market and it will collectively facilitate in determinative the SWOT of the corporation. 3. Profit Impact of Market Strategy (PIMS) PIMS may well be a quite cooperative to extract knowledge from the information and support the principles that are undertaken to appreciate comparable advantages.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 1. Safety 2. Low Cost 3. Visual Clarity Opportunities 1. Emerging Economy 2. New Product 3. Growth Rate SWOT Weaknesses 1. Promotion 2. Advertisement Threats 1. Geographic Location 2. Government Policy Figure: SWOT Analysis Strengths Windshields provide visual clarity. The safety features in the product are high Autoglass provides high quality products at low cost. Weaknesses Lack of advertisement is present. Autoglass promotes less of their brand. Opportunities Windshield replacing or repairing is present in emerging economy Windshield replacing or repairing is present in emerging economy. Autoglass has potentiality to increase the growth rate in a limited time period. 10

Development of new products creates new opportunities. Threats Government policies shape the business environment. Operation in unnecessary locations is loss of capital. 2.2 CARRY OUT AN ENVIRONMENTAL AUDIT FOR AUTOGLASS USING AT LEAST TWO APPROACHES PESTLE investigation is conducted to work out the procedure and strategy in the industry and to be notified the attractiveness of the industry (Wheelen& Hunger, T. L. & J. D., 2013). Therefore to operate in affiliated industry there are diverse factors that should to be thought of. Organizations will maximize possibilities and minimize risks by carrying out PESTLE investigation (Automotive commerce, 2013). PESTLE analysis: Political Taxation policies affect the industry. Government stability is important to make the future decisions. Political climate is important in determining the attractiveness of the business. Economical The need for replacing windshield. Purchasing capacity affects the industry. Socio-cultural The decision to own an automobile depends on the social norm. Lifestyle and preferences shapes an industry. Technological Technology of windshield manufacture. 11

Technology relating the designs. Legal Employment and consumer law is extremely emphasized. Law regarding safety measures. Environmental Some things are beyond control of the organizations such as weather, climate and climate change. Porter‟s five forces investigation assists the management to work out and realize the general context of the industry (Automotive Industry, 2013). Porter’s five forces: I. The threat of new entrants II. The bargaining power of customers III. The threat of substitute products IV. The amount of bargaining power suppliers have V. The intensity of the competitive rivalry 2.3 EXPLAIN THE SIGNIFICANCE OF STAKEHOLDERS’ ANALYSIS IN RELATION TO AUTOGLASS The stakeholders‟ grid: 1. Promoters: It mentions to the stakeholders who leverage the ways and what is more has high interest. 2. Latent’s: It mentions to the stakeholders who leverage schemes however has less interest. 3. Apathetic: It refers to the Stakeholders who has less interest and rarely leverages the ways. 12

4. Defenders: It mentions to the stakeholders who have less influence within the strategy creating however has high interest. HIgh Influence Low Interest (Latent's) High Influence High Interest (Promoters) Low Influence Low Interest (Apathetic) Low Influence High Interest (Defenders) Figure: Stakeholders‟ Grid The stakeholders are kept in four classifications so that each stakeholder has their accurate privileges and obligations in address of the making the concepts for the association which will be directed for the betterment of the association. Autoglass has mapped the stakeholders interior the association in alignment that the stakeholders will gift their obligation in contemplate of the organization‟s profit. 13

Task 3 3.1 ANALYZE POSSIBLE ALTERNATIVES STRATEGIES RELATING TO SUBSTANTIVE GROWTH, LIMITED GROWTH AND RETRENCHMENT Market Entry Strategy Organic Growth: It is the conceive, through that an enterprise earnings from the correct to use another company‟s trademark, enterprise kind, procedures while the franchisor provision the correct to the franchisee. For getting market share overseas, Autoglass may use this approach by circulation franchises in distinct locations. Merger: Merger is that the procedure 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 assemblies up itself because the proprietor. All through this procedure 100% or adjacent 100% ownership craves to be reaching by. Strategic Alliance: This is the method where one exact enterprise buys another entire enterprise and assemblies up itself because the proprietor. All through this procedure 100% or adjacent 100% ownership craves to be reaching by. Licensing: It is the conceive through that a mother enterprise (licensor) allows another enterprise (licensee) to use its trademark and deal the merchandise or services on the groundwork of affirmations on many time spans. The time span adopts the authorizing ascribe that yearns to be paid to the licensor. Franchising: When an enterprise association accomplishes development over its own enterprise that is as equal because the beginning of the organization, it's renowned as organic development. It omits any development that's profited by pacing into the other enterprise or amalgamation or acquisition. 14

Substantive Growth Unrelated Diversification: It is the method once an enterprise new workers into diversification by inserting new merchandise and services that doesn‟t accept as factual the house merchandise (Isen, Alice M., 2012). It will be unrelated diversification if Autoglass starts mercantilism house window crystal or attractiveness mirrors. Vertical Integration: In integration a business connections with the enterprises or partners of the offer string of links and in some situations all the partners of the string of attachments comprise below one proprietor (Melody, Y. & Kevin, H., 2000). Autoglass would possibly provide work into integration by connecting with the suppliers and vendors. Horizontal Integration: In degree integration an enterprise diversity or comes by yield facility of affiliated or complementary merchandise (Melody, Y. & Kevin, H., 2000). rarely it's going to additionally happen that a company purchases one amidst its competitors and pattern integration. Autoglass would likely pattern such integration by connecting with alternate output that's affiliated with its house merchandise. Related Diversification: When an enterprise elaborates its enterprise with some diversification interior the house line of merchandise (Isen, Alice M., 2012). The new productions rectangle consider alike to the current merchandise. Limited Growth Market Penetration: It means that penetrating the comparable market by giving comparable worth against the worth of the competitors. This approach is committed to instantly strike the competitors by benefiting their customers. It‟s normally utilized to complete sales development. Market Development: It proposes that aiming at new person‟s phases and appealing the non-buying customers of that segment. It assists to extend the market share by supplementing new part of shoppers. It‟s promise for Autoglass to develop the market by geographically expanding the enterprise and returning to the shoppers. 15

Product Development: It means that developing new merchandise that do not live presently and so appealing customers to get an allotment of diversity of merchandise or services. Innovation: It proposes that searching out a solely new would like of the shoppers inside the market and innovating replacement merchandise or service to rendezvous that require. Disinvestment: Retrenchment: A topic utilized by companies to scale back the variety or the last size of the methods of the business. This scheme is usually utilized so as to slash prices with the aim of changing into an added economic steady enterprise. Turn around: Turnaround may be a technique dedicated to enterprise renewal. It utilizes investigation and progressing to save caused anguish companies and returns them to financial condition. Turnaround administration enlists administration rethink, activity founded mostly cost accounting, source malfunction determinants enquiry, and SWOT investigation to work out why the enterprise is lowering short. So as to pattern a comeback inside the enterprise associations got to verify the base of the adversities and supported those adversities they have to pattern up new methods and standards to trounce those issues. Liquidation: When a firm is terminated or bankrupted, its assets rectangle measure noted and furthermore the improvement buys creditors. Any leftovers are circulated to shareholders. Liquidating a firm is that the last stage of the firm‟s survival. If no alternate concepts befit the organizations then it should deal its assets then ante up the shareholders and stakeholders. Divestment: The method of withdrawal of buying into. Furthermore mentioned to as divestiture, it's created for either economic or communal goals. Divestment is that the converse of buying into. It the tactic of dragging out the assets operational and agreements those to rendezvous the gap within the monetary affairs and so as to liquidate the association divestment is important for any association. 16

Porter’s Generic Strategy Michael Porter clarified the general ways for a company to work within the industry (Kotler, P., 2000). Companies use these ways to achieve comparable advantages (Purchase behavior, 2013). And they are: Overall Cost Leadership From the case it would be deduced that Autoglass is following price leadership strategy within the industry which let them to provide services within the tiniest cost (Kotler, P., 2000). It is helpful to draw in a ton of customers and enter within the new market. Porter‟s Generic Strategy Differentiation Cost authority alone will not able to facilitate a business to relish within the market (Kotler, P., 2000). Differentiation is important to assemble the other profits and grabbing other customers. The Autoglass is offering 24/7 consumer services to differentiate them from the others. Focal Point To accelerate the organization within the industry corporations ought to focus in an exceedingly specific target (Kotler, P., 2000). Autoglass is specializing in serving the customers and pleasure them for his or her money. Autoglass has become the foremost productive windshield fixing or substitution service provider. Figure: Porter‟s Generic Strategy 17

3.2 SELECT AN APPROPRIATE FUTURE STRATEGY FOR AUTOGLASS In alignment to perplex the market segment Autoglass enterprise needs new notions and new components which can be cooperative for them to flourish the market. So contemplating future conceive they can enquire their market need and come to to up with some development of the new merchandise to diversify their services and apprehend a new market segment. Autoglass should be following the upright integration conceive to augment their enterprise. They can accelerate with coalition with automakers to apprehend the new market segment. Autoglass is in a mighty place and they might be proficient to advance with the coalition with new associations. Because this conceive is befitting for the associations development and their centre capabilities acquiesce with the conceive. Coalition with affiliated associations will endow Autoglass to put more aim on the customer‟s fondness and can evolve new merchandise class to fulfill the craves of the customers. Only beginning new merchandise line and expanding the market will not solely help the Autoglass enterprise to perplex in the market. Autoglass should wholeheartedly reassess the response of the customers so that they might appreciate what the customers are looking for and to what degree of acceptance customer‟s crave. 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 enterprise, Autoglass can supply a 5 quarters conceive that will be ample 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. 18

Task 4 4.1 COMPARE THE ROLES AND RESPONSIBILITIES FOR STRATEGY IMPLEMENTATION OF AUTOGLASS CEO of an association is responsible for rotating the ideas into truth and conceiving the assessment amidst the enterprise (Michael A., 1999). To use economical and creative principles all the team inside the association desires to assess the littlest stages of the convictions and organize the strategies (Schultz, H., 2006). Applying the principles in the association is a vitally important and it carries a definite implication for the organization‟s welfare. With the implementation of the values it indicates to the values to get earnings for the company (Addmour, H., &Ayish, H., 2005). Contemplating the schemes it needs to be evolved and double-checked to determine those standards that are appropriate or not. If the standards fail to comply with the values then it is turned down and thought of as unproductive one (Gudonaviciene, R, &Rutelione, A., 2009). Autoglass ought to be compelled to use in deepness filtering methods of the values to catch and hold the market share. Autoglass management should compute the selling and sales ways to double-check the best market share and sales. The sales cluster ought to be developed throughout a means which will continue with the affray inside the market. Productive advertisements in relevant localities would probably facilitate an allotment throughout this consider. Managers have to be compelled to encourage and leverage the personnel to execute the values that require commencing expeditiously and effectively. Convincing the aim, accomplishment can complete in worker joyfulness and coherence in job atmosphere (Michael A., 1999). 4.2 EVALUATE RESOURCE REQUIREMENTS TO IMPLEMENT A NEW STRATEGY FOR AUTOGLASS In alignment to ponder the assets of Autoglass, the organization should go for settling on correct parts and locating them in particular places to make the services. Autoglass has prioritized its human assets as a result it became the finest service provider of windscreens 19

restoring and repairing (Dessler, G., 2000). Autoglass in supplement has fleet repairing services that engage man power. Therefore Autoglass splurge a lot in proposing and evolving the state of the force. In thought of parts and time share Autoglass is that the pioneer within the enterprise as a conclusion they supply the best creative services to affirm the sturdiness and security of the customers and place at the timely deliveries. 4.3 DISCUSS TARGETS AND TIMESCALES FOR ACHIEVEMENT FOR AUTOGLASS TO MONITOR A GIVEN STRATEGY Evaluation of the benchmark outcomes: Quarter 1 The business should be convey up with the schemes and find out the feasibility of the schemes if the schemes would reflect in the anticipated outcome. They can take the feedback of the customers and find out what else they are looking for in the windscreen fixing service. There should be every week and monthly monitoring by the line managers of the partitions. Quarter 2 During the time span Autoglass should review the customer‟s feedback and apply the yearned design to expand the business. The line managers should be to blame for assembling the feedbacks and portraying in the direction of it. Quarter 3 This is the quarter of gathering data and takes study note on the applied strategies. The management should find out the gap between the anticipated outcome and actual conclusion. The GAP might happen because of lack of coordination or inefficiency of the employees and line managers. Quarter 4 Administration should organize a training program to load up in the gap. So that the employees can accomplish the association goal in yearned manner. Quarter 5 In this quarter the association might accomplish the yearned outcomes based on the strategy making and the implementation procedure. If the administration goes wrong to achieve the objectives through the schemes, then they have to start actions founded on data like teaching the employees or supplying support to them. Table: Evaluation of the outcomes 20

Conclusion As a market leader Autoglass has set a new standard of services to its customers. This example cannot be done without teamwork and Autoglass shows that they have a huge number of qualified and efficient workers by whom they have achieved which was once unimaginable in this industry. Their customer satisfaction rate is envious for a service company of the world. Their technological initiation was thrilling for the customers. Now-aday they are trying to expand their market and it may cause those facing new challenges but in order to become a global market leader every company should accept any kind of challenges. 21

References Armstrong, G., &Kotler, P., (2006). Marketing: An introduction (8thEd.). New York: Prentice Hall. Addmour, H., &Ayish, H. (2005). The influence of marketing service mixed. Jordan University Journal, 1, 143-156 Autoglass Company. [ONLINE] Available at: http://www.autoglass.co.uk/Glass-repair-andreplacement.186.0.html. [Accessed 13 December, 2013]. Automotive Industry: Market Research Reports, Statistics and Analysis. 2013. Automotive Industry: Market Research Reports, Statistics and Analysis. [ONLINE] Available at: http://www.reportlinker.com/ci02294/Automotive.html. [Accessed 21 December, 2013]. Dessler, G., 2000. Human Resource Management. 5th ed. Delhi: Pearson. Grant M. R., (2010) – Contemporary Strategy Analysis, Amazon.co, Wiley Higher Ed; 7th edition. Gudonaviciene, R, &Rutelione, A., 2009, „Deciding the way of communication, 'Corporate Communication: A Strategic Tool for Crisis Management', Journal Of Economic Development, Management, IT, Finance & Marketing, vol. 3, no. 2, pp. 55-67iors', Economics & Management, pp. 397-406. Kotler, P., 2000. Marketing Management.5th Ed. New Delhi: Prentice hall of India. Melody, Y. & Kevin, H., 2000.“Market Strategies” Decision Support Systems.Vol no. 27, Pp 368-378. Michael A., (1999) A Handbook of Human Resource Management Practice.9th Ed. London: Purchase Behavior- Business Customers. 2013. Purchase Behavior- Business Customers. [ONLINE] Available at: https://www.boundless.com/marketing/business-to-businessmarketing/business-customers/purchase-behavior/. [Accessed 23 January, 2013]. 22

Schultz, H., (2006). Discover the Traits of Top Management [online]. s.n. Available from: http://www.nwlink.com/~donclark/leader/leadcon.html [accessed October 30, 2013]. Wheelen& Hunger, T.L. &J.D., 2013.Strategic Management and Business Policy. 5th ed. Delhi: Pearson. 23

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