Welcome to the Higher Administration blog of Mr McGowan.

It is the intention of this blog to be an additional and flexible resource allowing pupils to have more say in how, what and when they learn.

Higher Admin is challenging. But by using technology we can make it more accessible.

Do you wish a practice Nab for ITFM Outcome 3?

Thursday 24 January 2008

Case Study Questions

For the Case Study focus revision on:

Types of Decisions:
  • Strategic
  • Tactical
  • Operational

Types of Working Practices
  • Flexitime
  • Job-Share
  • Part time
  • Fixed Contracts etc

Benefits of Customer Service to the Firm
  • increases market share (due to rising sales of satisfied customers)
  • less customer complaints (they are satisfied)
  • increase in customer loyalty (they will come back)
  • good word of mouth increases sales
  • less time spent over dealing with unhappy customers and more time spent on producing the products or providing the service
  • good customer service may be a competitive advantage (think about why you fly a certain airline, or why you go to a certain supermarket or cinema... is it always just the cheapest you use?)

What laws affect workers?
  • Health & Safety at Work Act (1974)
  • RIDDOR (1995)
  • HAS First Aid Regulations (1981)
  • HAS Display Screen Regulations (1992)
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