2. Table of content
Content serial
Content name
Page no.
Executive summary
2
Content serial
Content name
Page no.
1.1
Missions, Visions, and Core 3
Competencies
Vital Concerns Involved in 3
Strategic planning
Three
techniques
for 5
Autoglass
Task 1
1.2
1.3
Task 2
Content serial
Content name
2.1
Organizational
Autoglass
2.2
Environmental Audit for 8
Autoglass
Significance of stakeholders
9
2.3
Audit
Page no.
on 6
Task 3
Content serial
Content name
Page no.
3.1
3.2
Alternative Strategies
Future Strategies
10
11
Task 4
Content serial
4.1
Content name
Page no.
Roles and Responsibilities 13
4.2
for Strategy Implementation
Evaluation of the Resources
13
Content serial
Content name
Page no.
Reference
15
1
3. Executive Summary:
From the very beginning of the growth of Autoglass; they are emphasizing the major concern on customer’s
satisfaction and to provide services in the most efficient and effective way. According to the customers
opinion Autoglass is number one service provider among all other opponents in the market. Relating with
other companies they are way ahead in course of customer demand. In the windshield servicing industry
Autoglass has become a brand name not only for satisfying the customers but also for providing the best
windshield replacement or repairing service. It was statistically estimated that with the service of Autoglass
92% customers are well satisfied. The company maintains a sound and professional relationship among the
customers and employees. Their core value is, if the employees are satisfied by working in Autoglass, they
would provide more efficient service and quality finishing and ultimately customers will like that and would
be satisfied.
Autoglass is currently the market leader in their sphere of the industry and they are growing in a steady pace.
They are now operating with almost 500 branches serving in the Europe. Under the above circumstances it is
clear that Autoglass holds a very strong base in the market and are well prepared to take some challenges to
boost their revenue. They surely hold a good fortune for their upcoming future and will be more prosperous.
2
4. Task 1
1.1 Missions, Core Competencies, and Visions:
Autoglass Company Mission:
All the future missions of an organization are fixed before starting to execute strategies to fulfill all the
missions and those missions are formed based on the ongoing situations of the organization. Autoclass
Company prepare all those activities by focusing on customer satisfaction. By fulfilling the missions, an
organization takes shape and the objective becomes clearer.
Autoglass Company Core Competency:
Core competencies characterize the core operations of an organization. A core competency is a concept of
theory that specifies the factors that a business sees as central to the way the company or its employees work
(Grant M. R., 2010). It shapes the business missions and visions of that particular organization (Kotler, P.,
2000). In case of Autoglass the core competency is that they can replace or repair any kind of broken or
damaged windshield of any model, no matter what (Autoglass Company).
Autoglass Company Vision:
Vision of an organization is the future intentions and target that an organizations try to achieve by defining
the missions and setting goals and objectives to accomplish (Kotler, P., 2000). It’s like foreseeing the future.
The vision of The Autoglass Company is to serve the customers efficiently and provide their customers with
the highest level of satisfaction (Autoglass Company). The vision of serving their customers with integrity
and loyalty is expected to lead them to grow and set the boundaries higher in the industry.
Strategic Intent:
The notion of strategic intent proposes that there is a general outlook on where the business should be going
rather than a decisive affirmation of an anticipated outcome and this means that there should be abounding of
flexibility inside the statement to allow for employees start, group contribution and adaptation in
lightweightweight of changed attenuating factors (Ivanauskiene, N, &Auruskeviciene, V., 2009). The
strategic intent of Autoglass is to see itself as the market foremost habitually. They are doing all the
undertakings to remain foremost.
Role of strategy of Autoglass:
The major task in strategic management is commonly the compilation and dissemination of the illusion and
the method affirmation. This outlines, in essence, the raison d'etre of an association (Ivanauskiene, N,
&Auruskeviciene, V., 2009). Autoglass has amassed their purposes in scheme making in a way that the
designs maintain an exact time span in the execution (Autoglass Company).
3
5. Objective and goals of Autoglass:
The foremost target of Autoglass is to satisfy their clientele by fixing or refurbishing broken windscreen of
any vehicle. The aim of Autoglass is to make their enterprise augment and aid the global clientele (Autoglass
Company). They are increasing their enterprise by triumphant the hearts of the customers.
Strategic Architecture of Autoglass:
The strategic architecture of any association is the method of answering the five rudimentary inquiries of
making the scheme. The inquiries are compilation of “What”, “What Else”, “What More”, “What Now”,
“How” (Grant M. R., 2010). By responding these questions Autoglass forms their strategic organisations of
the company.
1.2 Vital Concerns Involved in Strategic planning
In order plan strategies and implement operations there are some vital issues that are needed to be
considered. Based on the case, Ansoff’s model can be used to analyze the competitive advantages of
Autoglass Company (Kotler, P., 2000).
Autoglass is putting their focus on the customer’s preference and customer service. They have reached the
highest satisfaction level in the service industry just by replacing the windscreen in a cost effective way.
Autoglass should be customer oriented and try to increase their service portfolio in order to meet with the
competition.Given the circumstances in the case we can enquiry the competitive benefits of Autoglass.
Autoglass’s Competitive Benefits:
Autoglass offers the premium service of replacing or repairing windscreens. Not only that, they are also
providing their customers with several other services regarding wind screens problems. By doing so they are
grabbing a fair share of the market (Autoglass Company). As Autoglass is growing day by day, they can use
the Ansoff’s model to analyze their competitive advantages over others. The Ansoff’s model is given below:
4
6. Autoglass is providing services to more than one million customers who are having problems with their
windshields every year. Ansoff’s model of Growth suggests four different sets of alternatives (Armstrong,
G., &Kotler, P., 2006). Based on the scenario and research, we learned that Autoglass is expanding its
market gradually and has the capability to serve more than they are doing now. So based on the present
scenario, Autoglass can serve customers with their existing products and can also introduce them with new
means of services (Automotive Industry, 2013). These four alternative strategies face different types of risks.
The strategies are:
Market penetration:A marketing strategy hereby an organization hunt for gain greater ascendency in a
market in which it even now has an offering (Melody, Y. & Kevin, H., 2000). This strategy frequently
focuses on seizing a larger share of a dominant market. In this strategy Autoglass can rise its market
segments by selling more of their products and attract more customers.
Product development: By product development we mean either inventing a new product or improving old
products with new features. Autoglass can introduce a new product to the market that would complement the
existing products. But this strategy has a severe drawback. If the customers failed to interpret the new
product features, then it would result in losing revenue.
Market development: Market development means to improve and retain market position for the products of
a company. Autoglass is the current market leader in this windshield repairing industry. So they can brand
Autoglass more extensively and try to grab new customers to increase its market share.
Diversification:Autoglass can create a portfolio of products that will divide up the risks and reduce the
chance of revenue loss.
Autoglass also should emphasize on the geographic location where they should operate and specify the
minimum requirements of the suppliers to get the quality products and the quantity required. Autoglass
Company is in top of its operating industry. So they have the options to increase the growth rate in a steady
manner by satisfying both existing as well as potential customers and increase its market share. Autoglass
can set a five years growth strategy plan based on the Ansoff’s Growth Model to achieve their target.
5
7. Definition of Top-Down and Bottom-Up
Informal planning:Informal planning is the method where the manager or foremost of a group evolves a
design without any accepted structure and rigid structures (Grant M.R. 2010). For certain instant positions
managers use this approach where it is not absolutely vital to pattern any patternal structure of designing or
the timeline for designing is not enough. It is important to double-check short term objectives of the
organization.
Top Down: A top-down approach is essentially the breaking down of a system to gain insight into its
compositional sub-systems (Wheelen& Hunger, T.L. &J.D., 2013). Autoglass is implementing this approach
in their product R&D and they are pretty successful. This approach would help them to attain their goals.
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 (Wheelen& Hunger, T.L. & J.D.,
2013). Autoglass is using this approach in their service development to satisfy the customers and they have
been pretty successful by using this approach.
Behavioral Approach for Autoglass:
Autoglass ought to approach in the Top-Down process in order to take advantage of their assets and to grip
the rivalry in the future. Autoglass is a rising company in the service business and the facility they are
providing will not be adequate for them to clench on to the situation in the market. They need to arise with
some developments for their merchandise and market so that they might an expanded market for the clients.
1.3 Three techniques for Autoglass
In order to grow in the industry, Autoglass can use three techniques, and they are:
1. BCG Growth Share Matrix
Autoglass can design their products in such a manner where they can differentiate their products and also
maintain a harmony in the product portfolio (Kotler, P., 2000). It will also help Autoglass to determine the
time and place of a new investment in new product development and when to extract all the earnings from
that product.
6
8. High Growth and
High Market Share
(STARS)
Low Growth but
High Market Share
(CASH COWS)
•This strategy deals with
high amount of cash
and the management
determine the overall
cash flow in business.
•The star businesses are
prior to become cash
cows in the future and
management can
harvest from the
business venture.
•When the products
starts to lose its market
share and growth rates
decline then the
product falls into dogs
category. The
organizations should
divest from the business
at this moment.
•Management should
watch over any
unnecessary expenses.
High Growth but
Low Market Share
(QUESTION
MARKS)
•The newly introduced
products are the
member of this
category and have the
potential of growth
maximization.
•The product has also
the risk of being a
trouble product if any
revenue is not received
from it.
7
Low Growth but
High Market Share
(CASH COWS)
•From the matrix, we can
see the product which
has low growth but high
market share is the
steady business and
generates steady
revenue
9. 2. Strategic Position & Action Evaluation Matrix (SPACE)
Autoglass can use the SPACE matrix to determine the demand and requirements of the customers to operate
and make strategies to expand the market for their product (Armstrong, G., &Kotler, P., 2006). SPACE
matrix has four different segments. Each quadrant explains the organizations position and the course of
actions required (Kotler, P., 2000). As Autoglass is holding a strong position in the market, they can use the
aggressive strategies to capture and spread their market. It will also help them in determining the SWOT of
the organizations.
3. Profit Impact of Market Strategy (PIMS)
PIMS is a kind of database that gives solid information and evidence to support the policies that are
undertaken to gain competitive advantages.
8
10. Task 2
2.1 Organizational Audit on Autoglass:
SWOT Analysis
•Visual Clarity
•Low cost
•Safety
•New Product
•Emerging
economy
Strengths
Opportunities
Weaknesses
Threats
•Promotion
•Advertisement
•Geographic
Location
•Government
Policy
Strengths
Unlike others, Autoglass provides high quality products at low cost.
The safety features in the product are high.
They produce windshields with highest possible visual clarity.
Weaknesses
Autoglass has very poor promotion system.
They hardly advertise their product.
Opportunities
Windshield replacing or repairing is present in emerging economy.
Development of new products creates new opportunities.
Threats
9
11. Operation in unnecessary locations is loss of capital.
Government policies shape the business environment.
2.2 Environmental Audit for Autoglass
10
12. PESTLE analysis is helpful to find out the accurate operational strategy of an organization. It also glorifies
the operation methods of the company. Several factors are needed to be accounted to operate an organization.
By using the PESTLE analysis organizations can maximize their opportunities and nullify the threats.
What is PESTLE analysis?
Political
Political
climate in any
country
determines the
attractiveness
of the business.
Economical
Socio-cultural
Technological
Legal
Purchasing
capacity of the
people
determines
cost and level
of service in
the industry.
Lifestyle and
preferences
shapes an
industry.
Technology
relating the
designs.
Law regarding
safety
measures is
important.
Some things
are beyond
control of the
organizations
such as
weather,
climate and
climate change.
Government
stability is
important
because it may
affect the
future
decisions.
Organizations
need to pay
taxes and
taxation
policies affect
the industry.
The need for
replacing
windshield is
represented by
the level of
economical
activity
Environmental
The decision to
own an
automobile
and need to
replace
windshield
depends on the
social norm.
Technology of
windshield
manufacture.
Employment
and consumer
law is highly
emphasized.
Porter’s five forces
Porter’s five forces analysis helps the management to determine and understand the overall context of the
industry (Kotler, P., 2000).
Porter’s five forces are:
11
13. 1. The threat of new entrants
Economies of Scale: This is generally a low
threat and it measures the scale of
economy in the production.
Government Policy: Government policy
can limit the entry and exit barrier in an
industry.
2. The bargaining power of customers
Threat of Backward Integration: Organizations face the risk of backward integration with
the suppliers.
3. The threat of substitute products
Prices: Prices play an important role in any
industry. Buyers may shift from one
product to another just because of price
sensitivity.
Access: Buyers access in the industry is
now a day’s much easier than before.
4. The amount of bargaining power suppliers have
Threat of forward Integration: Organizations face the risk of forward integration with
the suppliers. With the help suppliers, buyers can make the same products that are
offered by another company.
5. The intensity of the competitive rivalry
Number of Competitors: Competitor’s
number plays an important role in pricing
strategy.
Diversity of Rivals: The rivals challenge
and cross each other’s path in making and
implementing strategies.
12
14. 2.3 Significance of stakeholders
The stakeholders’ grid:
1. Promoters: It refers to the stakeholders who influence the strategies and also has high interest.
2. Latent’s: It refers to the stakeholders who influence strategies but has low interest.
3. Apathetic: It refers to the Stakeholders who has low interest and seldom influences the strategies.
4. Defenders: It refers to the stakeholders who have low influence in the strategy making but high interest.
The stakeholders are reserved in four arrangements so that every stakeholder has their exact rights and burdens in
esteem of the making the policies for the organization which will be applied for the improvement of the organization.
Autoglass has charted the stakeholders in the business so that the stakeholders can complete their duty in esteem of the
organization’s advantage.
13
15. Task 3
3.1 Alternative Strategies
Organic Growth: Aback a business alignment achieves beforehand over its own business which is as above
as the alpha of the organization, it is declared amoebic growth. It excludes any beforehand that is acquired by
accepting into any added business or accord or acquisition.
Merger: Accord is the activity by which two companies gets affiliated and turns into one commodity
through accustomed consolidation. The alpha of Autoglass was through such merger.
Acquisition: This is the activity breadth one authentic accession purchases accession complete accession and
establishes itself as the owner. In this activity 100% or beside 100% diplomacy has to be bought.
Strategic Alliance: This is the activity breadth two or added companies accept aloft a basal of accustomed
objectives and allocation ceremony other’s assets to accommodated those objectives. This admission is
actually an absorption that stays amidst the absorption of amoebic beforehand and accord or acquisition.
Licensing: It is the activity through which a mother accession (licensor) allows accession accession
(licensee) to use its cast and accustom the accessories or casework on the abject of agreements on several
terms. The acceding board the licensing fee that has to be paid to the licensor.
Franchising: It is the process, through which a accession earns the adapted to use accession company’s
trademark, business model, operations breadth the franchisor gives the adapted to the franchisee. For
accepting exchange allocation abroad, Autoglass adeptness use this admission by allocation franchises in
adapted locations.
Substantive Growth:
Horizontal Integration: In accumbent amalgamation a accession forms or acquires accession adeptness of
accompanying or accustomed accessories (Melody, Y. & Kevin, H., 2000). Sometimes it may additionally
arise that a accession purchases one of its competitors and appraisal integration. Autoglass adeptness
appraisal such amalgamation by bandage with added accession that are accompanying to its complete
products.
14
16. Vertical Integration: In vertical amalgamation a accession links with the companies or accessory of the
accession alternation and in abounding cases all the accessory of the alternation breach below a audible client
(Melody, Y. & Kevin, H., 2000). Autoglass adeptness accredit into vertical amalgamation by bandage with
the suppliers and distributors.
Related Diversification: Aback a accession expands its business with some changeabout in the complete
achievement bandage (Arazy, O, &Gellatly, I., 2012). The new productions are affiliated to the complete
products.
Unrelated Diversification: It is the activity aback a accession engages into changeabout by introducing new
accessories and casework that doesn’t bender with the complete achievement bandage (Arazy, O, &Gellatly,
I., 2012). It can be altered changeabout if Autoglass starts diplomacy home window glasses or adorableness
mirrors.
Limited Growth
Market Penetration: It bureau bitter the advancing exchange by alms advancing bulk abut the bulk of the
competitors. This admission is acclimated to instantly beforehand the competitors by accepting their
customers. It is about acclimated to accession sales growth.
Market Development: It bureau targeting new chump segments and adorable the non-buying bargain of that
segment. It helps to admission the exchange allocation by abacus new allocation of customers. It is attainable
for Autoglass to beforehand the exchange by geographically accession the business and all-encompassing the
customers.
Product Development: It bureau developing new accessories that do not accept currently and appropriately
adorable bargain to buy added varieties of accessories or services.
Innovation: It bureau attractive out an actually new allegation of the bargain in the exchange and innovating
a new achievement or annual to accommodated that need. Autoglass adeptness try to arrangement out such
allegation in the exchange and accustom an innovated achievement or service.
Disinvestment:
Retrenchment:An activity acclimated by corporations to allay the array or the all-embracing admeasurement
of the operations of the company. This activity is about acclimated in acclimation to cut costs with the
appetite of adequate an added cyberbanking constant business.
15
17. Turn around: Turnaround administering is a activity committed to accumulated renewal. It uses appraisal
and planning to save afflicted companies and allocation them to solvency. Turnaround administering
involves administering review, activity based costing, base aborticide causes analysis, and SWOT appraisal
to activate why the accession is failing. In acclimation to achieve a advance in the industry organizations
allegation to accession out the base of the problems and based on those problems they allegation to achieve
up new strategies and behavior to afflicted those problems.
Liquidation: Aback a business or abutting is assured or bankrupt, its assets are ample and the accretion pay
creditors. Any array are advertisement to shareholders. Liquidating a abutting is the aftermost date of the
firm’s survival. If no addition strategies accept with the organizations afresh it needs to accustom its assets
and afresh pay up the shareholders and stakeholders.
Divestment: The activity of diplomacy an asset. Additionally accustomed as divestiture, it is bogus for either
cyberbanking or agreeable goals. Abnegation is the adverse of investment. It is the activity of diplomacy out
the assets in operation and sells those to accommodated the gap in the cyberbanking problems and in
acclimation to banknote the alignment abnegation is all-important for any organization.
Porter’s Generic Strategy
Michael Porter explained the general strategies for an organization to operate in the industry. Companies
usethese strategies to gain competitive advantages (Kotler, P., 2000). The strategies are:
Overall Cost Leadership
Differentiation
Focal Point
16
18. Overall Cost
Leadership
Differentiation
Focal Point
Based on the case it
can be inferred that
Autoglass is following
the cost leadership in
the industry and they
are offering their
services in the lowest
cost possible
(Armstrong, G.,
&Kotler, P. 2006). It is
helpful to attract more
customers and enter in
the new market.
Cost leadership alone
cannot help an
organization to enjoy
profit from the market.
Differentiation is
necessary to bring in
more profits and
grabbing more
customers (Armstrong,
G., &Kotler, P. 2006).
The Autoglass is
offering 24/7 customer
services to differentiate
them from the others.
To improve business in
the industry
organizations needs to
focus on a specific
objective (Armstrong,
G., &Kotler, P., 2006).
Autoglass is focusing on
serving the customers
and satisfy them for
their money worth.
Autoglass has become
the best windshield
repairing or replacing
service providers.
3.2 Future Strategies
In instruction to increase the market section Autoglass Company wants new policies and new products which
can be cooperative for them to flourish the market. So in view of future policy they can mature a BCG
growth share matrix and arrange a product assortment from which they can decide their upcoming strategies
(Gudonaviciene, R. &Rutelione, A., 2009).
Autoglass should be following the vertical growth approach to raise their business. They can go with
association with automakers to apprehension the new market segment. Autoglass is in a strong place and they
might be capable to go with the association with new organizations. As this strategy is suitable for the
organizations evolution and their core competences match with the policy. Alliance with connected
organizations will allow Autoglass to put additional focus on the client’s preference and can grow new
product group to achieve the needs of the clienteles.
Only opening new product streak and expanding the marketplace will not single-handedly help the Autoglass
Company to enlarge in the market. Autoglass should continually review the response of the clienteles so that
they might distinguish what the customers are watching for and to what level of gratification customers want.
Autoglass management prerequisites to describe the roles and accountabilities to the staffs so that they can
deliver the highest level of gratification to the customers.
17
19. The Autoglass is currently have a 92% satisfaction rate amongst the customers. But with growth of the
business the gratification rate might vary and Autoglass need to shape a period for the new aims and
extension of the new facilities. Considering the location in the business, Autoglass can deliver a 5 year plan
that will be adequate for Autoglass to cope up with the rivalry and maintain association with the automakers
to enlarge the business. Autoglass can benchmark 2019 to comply with policies they have taken and achieve
the pledge to the customers.
18
20. Task 4
4.1 Comparison of Roles and Responsibilities for Implementing Strategies:
Now a day’s one of the vital issues of doing business is “Strategy and Policy Execution”. If the decisions are
taken perfectly and wisely; and if those decisions are executed properly then the organization will must
flourish with a vast growth and big amount of profit. The top level management is not for doing only their
own job, rather they need to spread their eye throughout the whole organization and have a vision of every
single threat of distant future. They have to prepare new plans and execute various strategies to overcome
every obstacle of anomaly market situations. For any company like Autoglass, to understand the market
situations and to evaluate every possible strategy is the foremost duty and responsibility of management and
this is a very significant role for the organization.
The figure-head of any organization, CEO or President or Managing Director has to play a vital role in the
organization. Though that is a complex job but is a significant one. Before attending any formal discussion
he need to analyze the present and future condition of the organization compared with the market situation.
He also needs to be willing to maintain a harmony in the workplace and the output of the employees which
ensures success of his decisions.
Autoglass administration has to actuate the business and sales strategies to ensure the best bazaar allotment
and sales. The sales aggregation should be developed in a way that can accumulate up with the antagonism in
the market. Effective advertisements in accordant areas ability advice a lot in this regard. The amount
competencies should be acutely focused to allure the customers.
Moreover, before finalizing any strategy the figure-head need to have real access to the reliable statistics and
information. Outdated or fabricated information can cause ruin to any objective. So apart from the internal
duties the management needs to keep eye on the outside world and concern about all the relevant news of the
market.
19
21. 4.2: Resource Evaluation for New Strategy:
Allocation of sufficient resources is the most important key for the production and supportive activities. A
company management needs to have a clear idea about the place from where he will produce or import
necessary resources and how could he allocate those resources. Here management should identify the
common place where maximum portion of the production are being produced and what are the services
depends on that sector. For Autoclass, they give the most priority on human resources and they think that is
the key resource and using that resource they serve the customer better than their competitors. That’s why
they posses 159 customer advisors working 24/7 for serving their customers. Fleet service is one of their
additional customer services which make them special. Autoglass is sanctioning more money for their further
improvement in employee training and quality services. They already scored 92% customer satisfaction.
To provide the best product they ensure highest safety and durability. Autoglass put much more allocation
than other companies to posses the best raw materials for glass. As per the given case description, Autoglass
is a successful company for maintaining the quality and allocating sufficient and good quality of raw
materials.
20
22. 4.3 Discuss targets and timescales for achievement for Autoglass to monitor a given
strategy:
Evaluation of the benchmark outcomes:
Quarter
The company ought to be point out with the methods and conclude the
1
practicability of the methods whether or not the methods would replicate within
the expected outcome. They will take the feedback of the shoppers and conclude
what else they're searching for within the screen repairing service. There ought to
be weekly and monthly observance by the road managers of the divisions.
Quarter
During the amount Autoglass ought to review the customer’s feedback and
2
implement the required conceive to expand the business. The road managers
ought to be answerable for aggregation the feedbacks and acting towards it.
Quarter
This is the quarter of gathering data and takes analysis note on the enforced
3
methods. The management ought to conclude the gap between the expected
outcome and actual outcome. The GAP would possibly occur owing to lack of
coordination or unskillfulness of the workers and line managers.
Quarter
Management ought to organize an educational program to fill within the gap. So
4
the workers are able to do the organization goal in desired manner.
Quarter
In this quarter the organization would possibly deliver the goods the required
5
results supported the strategy creating and therefore the implementation
technique. If the management fails to attain the objectives through the methods,
then they need to initiate actions supported data like coaching the workers or
providing support to them.
21
23. Conclusion:
All owners of houses with broken windows can stay in calm and have some relaxation because all their
tension are being handled by Autoglass, the best glass making Company. For several years Autoglass is
making high quality glasses and earning more and more trust from their customer. Surely they are providing
the best products with best services (Schultz 2013). They have proved their potentiality by putting their
competitors far behind them. Autoglass initiated the required and effective strategies to keep ahead in the
race. Surely they are going more far ahead in the coming future.
22
24. Reference
Armstrong, G., & Kotler, P., (2006). Marketing: An introduction (8thed.). New York: Prentice Hall.
Autoglass
Company.
[ONLINE]
Available
at:
http://www.autoglass.co.uk/Glass-repair-and-
replacement.186.0.html. [Accessed 11 November, 2013].
Automotive Industry: Market Research Reports, Statistics and Analysis. 2013. Automotive Industry: Market
Research
Reports,
Statistics
and
Analysis.
[ONLINE]
Available
http://www.reportlinker.com/ci02294/Automotive.html. [Accessed 19 November, 2013].
Kotler, P., 2000. Marketing Management. 5th ed. New Delhi: Prentice hall of India.
Schultz, H., (2006). Discover the Traits of Top Management [online]. S.N.[Accessed 30 November, 2013].
Wheelen& Hunger, T.L. &J.D., 2013.Strategic Management and Business Policy. 5thed. Delhi: Pearson.
23
at:
