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)