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Published on March 9, 2014

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[Type the company name] An assignment on Business Strategy Name: ID:

Executive Summary Study has showed that Autoglass customers are better-off than the competitors and that they have moreover displayed that they are the finest within the industry compared to the banking and other service sector. Autoglass is being triumphant in the hearts of their patronage through their services and conjointly won a series of awards for being the finest windshield replacement business among the affray. Autoglass has sent glorious compilation of services and their product. They are going for larger market phase and increasing in an exceedingly stable stride by starting from solely a tiny low family enterprise to have five hundred branches altogether over the Europe. Autoglass centered principally on the customer’s approval and the way to take care of the services effectively. Their aim is to create the approval of the customers in the field of overhauling windshield. From the case and analysis on Autoglass it might be deduced that Auto glass is in an exceedingly sturdy position to confront the affray and face the new challenges which will originate in future. 2

Table of Contents Executive Summary ......................................................................................................................................................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 ....... 14 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 ...................................................... 19 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 .... 20 4.3 DISCUSS TARGETS AND TIMESCALES FOR ACHIEVEMENT FOR AUTOGLASS TO MONITOR A GIVEN STRATEGY ................................................................................................................................................. 21 Conclusion:.................................................................................................................................................................. 22 References .................................................................................................................................................................. 23 3

Task 1 1.1 EXPLAIN THE ROLE OF STRATEGY, MISSION, VISIONS, OBJECTIVE, GOALS AND CORE COMPETENCIES OF AUTOGLASS Mission of the Autoglass Company Mission of an organization states the activities of the organization and goals that need to be set in order to expand its business in the industry (Weygandt, J., 2009). The objective of Autoglass Company is to gratify the customers (Autoglass Company). The Autoglass business presents the most effective windscreen services. This mission of persuading the customers of Autoglass business directs them to style the visions of their association (Arazy, O. &Gellatly, I., 2012). Vision of the Autoglass Company The Autoglass Company teams its dream in contemplate with the target to produce the biggest grade of people service within the industry. They have presently established a broad mesh to help the client and have a ninety two percent satisfactory rate among the purchasers (Autoglass Company). Autoglass is growing day by day and this theme can facilitate them to characterize the strategic boundaries of the firm. Core Competency The core competence of the Autoglass business is that they will fix or replace any reasonably broken glass of any kind (Weygandt, J., 2009). Autoglass is providing fleet services to the purchasers to repair or replace any reasonably broken or impaired glass (Autoglass Company). Strategic Intent: The notion of strategic intent proposes that there is a general outlook on whereas the enterprise ought to to be going rather than a unquestionable affirmation of aide in Nursing predicted conclusion and this proposes that there ought to to be galore of flexibility centralised the affirmation to permit for staff begin, cluster facilitate and adaptation in light-weight of altered attenuating constituents (Hoffman, K. Douglas, Scott W. Kelley, and Holly M. Rotalsky.2009). 4

The strategic intent of Autoglass is to determine itself as a result of the market foremost wholeheartedly. they're doing all the undertakings to remain foremost. Role of Strategy of Autoglass: The foremost task in strategic administration is usually the compilation and dissemination of the illusion and so the procedure affirmation. This summarizes, in essence, the comprehending of a corporation (Hoffman, K. Douglas, Scott W. Kelley, and Holly M. Rotalsky.2009). Autoglass has assembled their causes in theme conceiving in associate degree extremely approach that the notions maintain associate degree unquestionable time span centralised the execution (Autoglass Company). Objective and goals of Autoglass: The foremost aim of Autoglass is to direct their emptor by fixing or refurbishing broken windscreen of any vehicle. The aim of Autoglass is to pattern their enterprise augment and facilitate the worldwide people (Autoglass Company). They’re increasing their enterprise by being triumphant the hearts of the purchasers. 1.2 REVIEW THE VITAL ISSUES INVOLVED IN STRATEGIC PLANNING IN AUTOGLASS There are couple of issues that need to be addressed in consider to designing strategies (Armstrong, G., &Kotler, P. 2006). Granted the situation in the case we can investigate the comparable benefits of Autoglass. Competitive advantage of Autoglass Autoglass is the prime service provider of windscreen in the UK. They currently have apprehended a gigantic market segment with their different kinds of service. Autoglass is growing and it would be cooperative to investigate the comparable benefit they have. In order to analyze the competitive benefits, we can use the Ansoff’s development Matrix (Armstrong, G., &Kotler, P., 2006). 5

Figure: Ansoff’s Model Ansoff’s development Matrix is a useful tool that recommends four alternatives. As we have seen from the case that Autoglass has captured a bigger its market share and it has an ability to assist 1 million customer having difficulty with windscreen (Arazy, O. &Gellatly, I., 2012). So, founded on the capabilities Autoglass can supply customers with existing services as well as introducing a new services of side outlook reflectors. In the matrix with four different strategies lie different dangers. The strategies are: a) Market penetration – A market design herewith an enterprise explorations for to recognize bigger dominance in the market all through which they already are giving (Melody, Y. & Kevin, H., 2000). This conceives commonly focuses on apprehending a larger share of aide degree dwelling market. All through this part Autoglass will boost its market segments by enterprise an allotment of their merchandise and demand an allotment of customers. b) Product development –In this strategy Autoglass can bring new product or services to the existing market of windscreen to arrest more customers. c) Market development –This strategy mentions to the attainment of new clientele assemblies. Autoglass can boost their market segments to arrest new customers. 6

d) Diversification –This scheme is utilized to avert the dangers by inserting new products or services in new market to spread the dangers associated with older one. Autoglass has gigantic opportunities in the market. They can boost the growth rate very swiftly by persuading the customer, obtaining and keeping them. They can set goals for three years to attain more customers and evolve new products that are apt to the market and building demand (Armstrong, G., &Kotler, P., 2006). Throughout the targeted time span the Autoglass Company should prioritize its geographic area; where they will create a huge market and they should work out the criteria for selecting an effective supplier who will supply value products Definition of Top-Down and Bottom-Up 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 is 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 centered the top-down method in alignment to capitalize their assets and to handle the affray within the future. Autoglass could be a growing enterprise centered the enterprise and thus the service they're undertaking won't be decent for them to comprise on to the position centered the market. They have to come to up with some developments for his or her merchandise and market in alignment that they could a wide-ranging marketplace for the purchasers. Informal Planning: Informal planning is that the methods while the supervisor or foremost of an assembly evolves an inspiration with no one accepted structure and rigid associations (Grant M.R. 2010). Certain as exploding instant things managers use this approach while it's conditionally significant to conceive any prescribed structure of close to up with or the timeline for conceiving isn't plentiful. It’s important to alignment short allowance objectives of the organization. 7

1.3 EXPLAIN MINIMUM THREE PLANNING TECHNIQUE FOR AUTOGLASS i. BCG Growth Share Matrix Autoglass can divide their products and services in such a kind where they can prioritize their goods and manage a synergy in the portfolio. This matrix displays the association 4 kinds of methods and penalty that will be faced by an association (Gudonaviciene, R, &Rutelione, A., 2009). It also assists the organization to understand when to invest in what product or service, when to divest all profits from the market segment and when to aim on a new enterprise venture. Placing goods in the BCG growth share matrix Autoglass will face 4 types of consequences in the market. And they are: a) Stars: High Growth and High Market Share  It requires a great quantity of cash for which managers need to take decisions from which the cash will be generated and used.  If managers can make the business profitable and maintain a steady market share then it will result in the cash cow and the Company can harvest cash from the business. b) Cash Cows: Low Growth but High Market Share  The product will attain low growth in the market but it will have the highest market share from which the organization will turn in revenues and maintain income. c) Dogs: Low Growth and Low Market Share  The time when the product gradually stops to generate any kind of revenue, the organization should gradually divest from the project to start another.  The organization should also be careful of incurring any unnecessary costs. d) Question Marks: High Growth but Low Market Share  It indicates to the products that are newly introduced in the market and will gradually earn mass acceptance. 8

 It also has the risk of making a Dog product. If the market share is not increased gradually then it would incur loss for the organization. ii. Strategic Position & Action Evaluation Matrix (SPACE) Autoglass can furthermore use the SPACE designing technique to understand the market requirements and function in order to elaborate the procedure. This matrix has four quadrants showing the positions of the business association and how to answer accordingly (Armstrong, G., &Kotler, P., 2006). In consideration to Autoglass’s place in the market they can use aggressive scheme. It can also be utilized as the base for SWOT analysis. iii. Profit Impact of Market Strategy (PIMS) It is a type of database which provides concrete evidence to support policies and principles for gaining and sustaining competitive advantage. Autoglass would expected sustain persons service details and numbers in alignment to study their assesses and conceiving method in alignment that they will comprise pathway of their accomplishment and implementation of the procedures. 9

Task 2 2.1 PRODUCE AN ORGANIZATIONAL AUDIT FOR AUTOGLASS SWOT Analysis Strengths • Low cost • Safety • Visual Clarity • Avoiding further damage Opportunities • Increasing growth rate • High presence in emerging economy • New Product SWOT Weaknesses • Less promotion of the brand • Lack of advertisement Threats • Suppliers Competition • Geographic Location • Government Policy Figure: SWOT Analysis Strengths  The glasses replaced or repaired by Autoglass is capable of reducing further damage.  The safety features in the product are high.  Autoglass is providing a premium service at low cost.  The replaced or repaired windscreen provides the high visual clarity Weaknesses  Lack of advertisement is present in the Autoglass Company  Autoglass is reluctant in promoting the brand. 10

Opportunities  It is highly present in the emerging economy and has a huge opportunity to grab the market.  As Autoglass is repairing and replacing the windscreen, they can also develop new product such as side view mirrors or rear view mirrors.  Autoglass has the opportunity to increase the growth rate in the industry as fewer firms are providing such services. Threats  The government policies play a vital role in shaping the business market.  Suppliers’ competition is very high in the industry. It is difficult to determine the quality supplier.  Geographic location is a common threat to any business if it is not situated in the proper market. 2.2 CARRY OUT AN ENVIRONMENTAL AUDIT FOR AUTOGLASS USING AT LEAST TWO APPROACHES PESTLE investigation assists any association to realize the environment where the association will operate. It is impossible for any single association to sway the factors. It influences the strategic conclusions that will be taken by an organization (Gudonaviciene, R, &Rutelione, A., 2009). PESTLE assists the organization to maximize opportunities and minimize threats. PESTLE analysis Political  Political climate in different countries is different and the policies influence the business strategies.  Stability of governments. This may affect the future conditions in a country.  Taxation policies. Economical 11

 The buying capacity of people influences the purchases of the organization.  Level of economic activity that affects need for windscreen. Socio-cultural  Lifestyle and preferences of people influences the industry.  Social norms that impact the decision to own and use automobiles versus other means of transport. Technological  Technology relating the designs.  Technology of windscreen manufacture.  Technological developments that may increase or decrease repair or replace of windscreen. Legal  Legal provisions relating to safety measures.  Law regarding consumer and employment is highly emphasized. Environmental  Environmental aspects such as weather, climate, and climate change can affect in the business. Porter’s 5 forces analysis is a type of analysis which determines and helps the management to understand the overall context of the industry (Kotler, P. and Armstrong, G., 2006). Porter’s 5 forces are: 1) The threat of new entrants  Access to Distribution Channel: It is the ability to distribute the product in the market and create demand. 12

 Government Policy: Governments can limit entry to an industry through licensing requirements by restricting access to raw materials. 2) The bargaining power of customers  Threat of Backward Integration: A buyer has the potential to integrate backward by producing the product itself. 3) The threat of substitute products  Prices: Prices matter in the industry because buyers shift to the product which is offering high quality yet having low price.  Access: Access in the industry for buyers has become much easier than it was in the beginning. 4) The amount of bargaining power suppliers have  Threat of forward Integration: Supplier can integrate with customers to produce the same product. 5) The intensity of the competitive rivalry  Rate of Industry Growth: the industry has huge growth potentiality.  Diversity of Rivals: The rivals with new and different ideas of competing will likely cross each other’s path and challenge other’s position. 13

2.3 EXPLAIN THE SIGNIFICANCE OF STAKEHOLDERS’ ANALYSIS IN RELATION TO AUTOGLASS The Stakeholders’ Grid: Figure: Stakeholders’ Grid A. The top right part refers to the stake holders who influences the strategies and promote the products. B. The bottom right part refers to the stakeholders who have high interest but low influence in the organization. C. The top left part refers to the stakeholder who influences strategies but they posses’ low interest in the organization. D. The bottom left part refers to the stakeholders who have low influence and low interest in the organization. The stakeholders are kept in four classifications so that ceremony stakeholder has their accurate privileges and obligations in address of the accurate the concepts for the amalgamation which will be directed for the advance of the association. Autoglass has mapped the stakeholders autogenously the amalgamation in alignment that the stakeholders will allowance 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: once associate enterprise association accomplishes development over its own enterprise that is as equal as a results of the beginning of the organization, it's known as organic development. It omits any development that's profited by pacing into the other enterprise or integration or acquisition. Merger: Merger is that the strategy by two enterprises gets united and turns into one entity through lawful consolidation. The start of Autoglass was through such integration Acquisition: usually this can be often the strategy where one unquestionable enterprise buys another entire enterprise and assemblies up itself as a results of the person of affairs. For the length of this procedure 100 percent or adjacent 100 percent possession craves to be returning to by. Strategic Alliance: usually this can be often the procedure whereas 2 or plenty of enterprises assent upon quite current objectives and share every other’s assets to satisfy those objectives. This approach is wholeheartedly a thought that resides between the notion of organic development and connecting or acquisition. Licensing: it is the conceive through that a mother enterprise (licensor) permits 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 assign that needs to be paid to the licensor. Franchising it is the conceive, through that associate enterprise earnings from the proper to use another company’s trademark, enterprise kind, ways in which whereas the franchisor provision the proper 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 degree integration associate enterprise diversity or comes by yield facility of connected or complementary merchandise (Melody, Y. & Kevin, H., 2000). Rarely is it planning to also happen that a corporation purchases one amidst its competitors and pattern integration. Autoglass would probably pattern such integration by connecting with alternate output that's connected with its house merchandise. Vertical Integration: In integration a business connections with the enterprises or partners of the provision string of links and in some things all the partners of the string of attachments comprise below one man of affairs (Melody, Y. & Kevin, H., 2000). Autoglass might supply work into integration by connecting with the suppliers and vendors. Related Diversification: once associate enterprise elaborates its enterprise with some diversification interior the house line of merchandise (Isen, Alice M., 2012). The new productions tetragon take under consideration alike to the present merchandise. Unrelated Diversification: it is the strategy once associate 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. Limited Growth Market Penetration: It suggests that penetrating the comparable market by giving comparable worth against the value of the competitors. This approach is committed to instantly strike the competitors by benefiting their customers. It’s ordinarily used to complete sales development. Market Development: It proposes that aiming at new person’s parts and appealing the nonbuying customers of that phase. It assists to extend the market share by supplementing new a vicinity of shoppers. It’s promise for Autoglass to develop the market by geographically increasing the enterprise and returning to the customers. Product Development: It suggests that developing new merchandise that do not live presently then appealing customers to urge associate allotment of diversity of merchandise or services. 16

Innovation: It proposes that longing for an alone new would love of the customers at intervals the market and innovating replacement merchandise or service to rendezvous that require. Disinvestment: Retrenchment: a theme used by companies to scale back the vary or the last size of the ways in which of the business. This theme used thus on slash prices with the aim of adjusting into a brand new economic steady enterprise. Turn around: flip around may even be a technique dedicated to enterprise renewal. It utilizes investigation and planning to save caused anguish companies and returns them to financial condition. Turnaround administration enlists administration rethink, activity supported mostly accounting, provide malfunction determinants enquiry, and SWOT investigation to work out why the enterprise is lowering short. so on pattern a comeback at intervals the enterprise associations ought to verify rock bottom of the adversities and supported those adversities they have to pattern up new ways in which and standards to trounce those issues. Liquidation: once a firm is terminated or bankrupted, its assets tetragon live noted and what's a lot of the advance buys creditors. Any leftovers unit of measurement circulated to shareholders. Liquidating a firm is that the last stage of the firm’s survival. If no alternate concepts check the organizations then it have to be compelled to deal its assets then pay the shareholders and stakeholders. Divestment: the strategy of withdrawal of buying into. What a lot is of mentioned to as divestiture, it's created for either economic or communal goals. Divestment is that the converse of buying into. It the maneuver of dragging out the assets operational and agreements those to rendezvous the gap within the monetary affairs then on liquidate the association divestment is important for any association. Porter’s Generic Strategy Michael Porter recounted a scheming that comprises three general strategies which are used by companies to gain the competitive advantage (Kotler, P. and Armstrong, G., 2006). The generic strategies are: 17

i. Overall Cost Leadership ii. Differentiation iii. Focal Point Figure: Porter’s Generic Strategies 18

3.2 SELECT AN APPROPRIATE FUTURE STRATEGY FOR AUTOGLASS In alignment to astonish the bazaar articulation Autoglass action needs new notions and new capacity which can be accommodating for them to curl the market. So advertent approaching accept they can investigate their bazaar charge and ability to to up with some development of the new commodity to alter their casework and apprehend a new bazaar segment. Autoglass should be afterward the cocked affiliation accept to augment their enterprise. They can advance with affiliation with automakers to arrest the new bazaar segment. Autoglass is in a able abode and they ability be accomplished to advance with the affiliation with new associations. Because this accept is befitting for the associations development and their centre capabilities accede with the conceive. Affiliation with affiliated associations will accord Autoglass to put added aim on the customer’s affection and can advance new commodity chic to accomplish the craves of the customers. Only alpha new commodity band and accretion the bazaar will not alone advice the Autoglass action to astonish in the market. Autoglass should aboveboard amend the acknowledgment of the barter so that they ability acknowledge what the barter are attractive for and to what amount of accepting customer’s crave. The Autoglass is at present accept a 92% accepting amount amidst the customers. But with amplification of the action the accepting amount ability alter and Autoglass charge to accumulate a timescale for the new goals and addendum of the new services. advertent the abode in the enterprise, Autoglass can accumulation a 5 abode accept that will be abounding for Autoglass to altercate up with the affray and advance affiliation with the automakers to astonish the enterprise. Autoglass can criterion abutting 5 abode to accede with notions they accept taken and accomplish the close affiance to the customers. Task 4 4.1 COMPARE THE ROLES AND RESPONSIBILITIES FOR STRATEGY IMPLEMENTATION OF AUTOGLASS 19

CEO of an association is to blame for rotating the notions into reality and implement strategies in the industry (Schultz, H., 2006). To request efficient and effective principles all the assemblies in the association are joined at all phases of the policy making and tactical decision which outcomes in a well coherent plan and the diversification or modification of the methods are likely (Michael A., 1999). Execution of the principles in the association is very important and it carries a distinct signification for the organization’s profit. In the implementation of the policies it shows to the principles that are selected and advised to profit from profit framings for the association. In the tactical stage the principles are revised and the feasibility of the principles is checked to see if those policies are practical or not (Ivanauskiene, N. &Auruskeviciene, V., 2009). If the policies go wrong to attain significant score then it is turned down and advised as unproductive one. Autoglass is necessary to use comprehensive filtering procedures of the policies to catch and keep the market share. Managers need to inspire and influence the workers to execute the principles that are undertaken effectively and competently (Michael A., 1999). Persuading the goal accomplishment will result in worker approval and coherence in job environment. Autoglass administration should to number the mercantilism and sales ways in which to ascertain the simplest market share and sales. The sales cluster need to be evolved all through a way which is adept to extend with the affray within the market. Creative advertisements in relevant localities would most likely facilitate aide allotment throughout this believe about. The centre competencies ought to to be apparently aimed at to attractiveness the consumers 4.2 EVALUATE RESOURCE REQUIREMENTS TO IMPLEMENT A NEW STRATEGY FOR AUTOGLASS In alignment to assess the resources of Autoglass, the organization desires to select the precise components and location them in the right agencies to make the services (Michael A., 1999). Autoglass has prioritized its human resources because as it is a service provider of windscreens and needs a huge man power to rendezvous the demand of the customers. Autoglass already has 20

159 clientele advisors working 24/7 to rendezvous the clienteles demand. Autoglass furthermore has fleet servicing which requires man power furthermore and they are careful about their work force. So Autoglass is expending gigantic amount in teaching and evolving the skills of the workers to supply the best service in the commerce. 4.3 DISCUSS TARGETS AND TIMESCALES FOR ACHIEVEMENT FOR AUTOGLASS TO MONITOR A GIVEN STRATEGY Evaluation of the benchmark outcomes: Quarter 1 The accretion should be accompany up with the strategies and accretion out the achievability of the strategies whether the strategies would reflect in the accustomed outcome. They can anatomy the acceptance of the bargain and accretion out what away they are adorable for in the windscreen acclimation service. There should be annual and annual anatomy by the bandage managers of the divisions. Quarter 2 During the aeon Autoglass should assay the customer’s acceptance and accoutrement the acclimatized plan to acclaim the business. The bandage managers should be acquiescent for accretion the feedbacks and acting arise it. Quarter 3 This is the assay of accretion admonition and takes assay calendar on the implemented strategies. The administering should accretion out the gap amidst the accustomed aftereffect and complete outcome. The GAP adeptness activity because of abbreviation of allocation or affliction of the admiral and bandage managers. Quarter 4 Management should acclimate a training diplomacy to abounding in the gap. So that the admiral can achieve the alignment appetite in acclimatized manner. Quarter 5 In this assay the alignment adeptness achieve the acclimatized after-effects based on the activity accurate and the accomplishing method. If the administering fails to achieve the objectives through the strategies, afresh they acquire to accept accomplishments based on admonition like training the admiral or accouterment abutment to them. Table: Evaluation of the outcomes 21

Conclusion: In concern of materials and time share Autoglass is the leading business in the industry because they are utilizing the best materials to ensure the durability and security of the customers and also sustaining time in consigning the service. In the given scenario the Autoglass business is efficient in their asset planning and assessing the assets thoroughly to provide the best service. 22

References Addmour, H., &Ayish, H. (2005). The influence of marketing service mixed. Jordan University Journal, 1, 143-156 Arazy, O. &Gellatly, I., 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 24 November, 2013]. Grant M. R., (2010) – Contemporary Strategy Analysis, Amazon.co, Wiley Higher Ed; 7th edition. Ivanauskiene, N, &Auruskeviciene, V., 2009, Change Management and Its preparation', Economics & Management, pp. 407- 412. Michael A., (1999) A Handbook of Human Resource Management Practice. 9th Ed. London: Schultz, H., (2006). Discover the Traits of Top Management [online]. s.n. Available from: http://www.nwlink.com/~donclark/leader/leadcon.html [Accessed November 25, 2013]. Weygandt, J., 2009. Marketing Management.5th Ed. New York: John Wiley & Sons Inc. 23

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