This document appears to be a business strategy assignment submitted by a student for the company Autoglass. It includes an executive summary that provides background on Autoglass and its operations. The document is then broken into 4 tasks that analyze various aspects of Autoglass' strategy, including its mission/vision, strategic planning issues, environmental analysis, growth strategies, and implementation plans. A variety of strategic planning techniques are discussed such as SWOT analysis, BCG matrix, SPACE matrix, and PESTLE analysis. The roles of various stakeholders are also examined.

1. An assignment on
Business Strategy
Submitted:
Name:
ID:
Submitted To:
Date of Submission
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2. Table of Contents
Executive Summary: ................................................................................................................. 3
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 ...................................................................................................................................... 11
2.1 PRODUCE AN ORGANIZATIONAL AUDIT FOR AUTOGLASS ......................... 11
2.2 CARRY OUT AN ENVIRONMENTAL AUDIT FOR AUTOGLASS USING AT
LEAST TWO APPROACHES ........................................................................................... 12
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 ...................................................................................................................................... 20
4.1 COMPARE THE ROLES AND RESPONSIBILITIES FOR STRATEGY
IMPLEMENTATION OF AUTOGLASS .......................................................................... 20
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
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3. Executive Summary:
Autoglass as we know it today has its origins in two separate companies. Tony Bates started
a small family business in Bedford called Windshields in 1969, later it became well-known
for its pioneering approach in the industry. Previously windscreens were made of toughened
glass, which would be shattered if it was hit with sufficient force and the pieces of glass
would end up inside the car. In 1984, the two firms merged to become initially Autoglass
Windshields. Mainly, Autoglass was formed in 1974 and, by 1983, had over 40 branches and
100 mobile fitting units. The company presently holds 180 branches and 900 mobile fitting
units throughout the whole Europe.
Autoglass offers a vehicle glass repair and replacement service with lower cost. Windscreens
are usually damaged by loose chippings being thrown up from the road. Over time this can
turn into a crack. Body glass is usually damaged as a result of theft or vandalism. Autoglass
has stated it makes repairs to around 1.5 million customers a year.
The company is part of the Belron Group; Belron is part of Belgian company D'Ieteren,
which owns a group of companies which serve motorists. That is a large international vehicle
glass repair and replacement company. The UK office of Autoglass is based at Priory
Business Park in Bedford. In this case the business strategy of Autoglass will be discussed. It
examines the way Autoglass improved strategies and day-to-day tactics for evaluating and
monitoring progress while advancing its established corporate objectives.
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4. Task 1
1.1 EXPLAIN THE ROLE OF STRATEGY, MISSION, VISIONS,
OBJECTIVE, GOALS AND CORE COMPETENCIES OF AUTOGLASS
Mission of the AutoglassCompany
The Primary and the foremost mission of Autoglass Company is to gain customer’s
satisfaction. They offer the best quality windscreen services (Autoglass Company). This
objective of holding customer satisfaction leads them in envious position in its sector (Srull,
Thomas K, 2011).
Vision of the Autoglass Company
The vision of Autoglass is to occupy the most trustworthy place in the mind of their
customer. They set their vision with a view of providing the highest level of customer
service. A wide network is maintained to serve the customer and have with the help of that
they have earned a 92% satisfactory rate among the customers (Autoglass Company).
Autoglass has had at the core of its business, the objective of becoming and being known as a
world class service provider. As such, Autoglass wants its customers to look upon the
company as amongst the best of all the service providers they run into. This strategy has been
developed into the circle of success-
Core Competency
The core competency of the Autoglass Company is very unique (Srull, Thomas K, 2011).
They can repair or replace almost any kind of broken or damaged glass of any model. They
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5. are as long as serving with fleet services to the customers to repair or replace all types of
broken or damaged glass with least cost.
Strategic Intent:
The idea of strategic intent proposes that there's a general outlook on wherever the enterprise
ought to be going instead of a precise declaration of association in nursing expected
conclusion and this proposes. There should to be galore of flexibility inside the declaration to
permit for workers start, cluster help and adaptation in light-weight of altered attenuating
components (Ivanauskiene, N, & Auruskeviciene, V., 2009). The strategic intent of
Autoglass is to ascertain itself because the market foremost constantly. They are going
through all the undertakings to stay as leader.
Role of Strategy of Autoglass:
The administration of a company holds the compilation and dissemination of vision as well
as the operational decisions as the primary task of the organization. This outlines, in essence,
the raison d'etre of an organization (Ivanauskiene, N, & Auruskeviciene, V., 2009).
Autoglass has established their compilation of strategy making in such a way so that they
could maintain a specific time period in the execution of their decided strategies.
Objective and goals of Autoglass:
The aim of Autoglass is to pattern their enterprise augment and assist the international
people. The major target of Autoglass is to guide their purchaser by fixing or refurbishing
broken windshields. They are increasing their enterprise by earning the confidence of the
purchasers on them.
1.2 REVIEW THE VITAL ISSUES INVOLVED IN STRATEGIC
PLANNING IN AUTOGLASS
There are some issues which are very much important in order to get competitive advantage
(Grant M. R., 2010). Autoglass is putting their aim on the customer’s fondness and clientele
service. They have come to the largest satisfaction grade in the service commerce just by
restoring the windscreen in a cost effective way.
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6. Autoglass should be customer oriented and try to increase their service portfolio in alignment
to rendezvous with the competition. This are discussed belowCompetitive advantage of Autoglass
Autoglass has already gained some competitive advantages as it is a market leader in its
section. Its business is growing day by day. We can analyze its competitive advantages by
using the Ansoff’s Growth Matrix (Kotler, P., 2000).
Figure: Ansoff’s Model
Igor Ansoff presented a matrix that focused on the firm's present and potential products and
markets (customers) to portray alternative corporate growth strategies.
Ansoff's matrix provides four different growth strategies:
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7. Market Penetration – A market scheme herewith a company hunts for to recognize larger
dominance in the market during which they currently are giving (Melody, Y. & Kevin, H.,
2000). This scheme typically focuses on apprehending a bigger share of aide degree living
market.
Market Development – Autoglass can increase market by targeting its existing products to
new market segments.
Product Development–Autoglass can develop new products targeted to its existing market
segments.
Diversification – Autoglass can grow by diversifying into new businesses by developing
new products for new markets.
Autoglass has been a successful organization over the years. They have maintained a high
level in their services. They are serving more than 1 million motorists each year - 24 hours a
day, 7 days a week, and 365 days a year (Autoglass Company). But in order to keep the
quality and the growth they have to find out new ways of serving and develop the existing
services.
Top-Down and Bottom-Up
Informal Planning:
Informal planning is that technique; wherever the supervisor or foremost of a team develops
an inspiration with no one’s accepted structure and rigid organizational rules (Grant M.R.
2010). Certain as shooting instant things managers use this approach while it's conditionally
important to create any prescribed structure of coming up with or the timeline for conceiving
isn't enough. It’s useful to keep control on short time objectives of the organization.
Top-Down:
A top-down approach is basically the shattering down of a system to recognize insight in the
sub-systems (Grant M. R., 2010). Autoglass is utilising this approach in their development
and that they are doing pretty good in following this approach.
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8. Bottom-Up:
Autoglass is utilising this approach in their service development to persuade the customers
and they are attractive victorious in exploitation this approach. This approach means the
piecing along of schemes to provide increase to added complicated schemes, therefore
creating the primary schemes, sub-systems of the emerging scheme (Grant M. R., 2010).
Behavioral Approach for Autoglass:
Autoglass have to reach up with some expansion for his or her merchandise and market in
alignment that they could a wide-ranging marketplace for the purchasers. For that, they
should to approach inside the top-down method in alignment to capitalize their assets and to
handle the affray within the future. Autoglass could be a growing enterprise within the
industry and therefore the service they're undertaking won't be decent for them to contain on
to the location inside the market.
1.3 EXPLAIN MINIMUM THREE PLANNING TECHNIQUE FOR
AUTOGLASS
1. BCG Growth Share Matrix
This matrix shows the existing products condition in the market through its market
share and market growth (Gómez, L, & Ballard, D., 2013).Autoglass can examine and
analyze the business units and product line by this model. This will help them to
select which product needs to emphasize, which needs to erase.
4 types of consequences can be focused in the market during the placement of goods in the
BCG growth share matrix by Autoglass Company; such as:
I.
Stars: High Growth and High Market Share
These are the business units which generate a high growth rate and own a
huge market share.
It requires huge funding or cash to compete with market competitor..
II.
Cash Cows: Low Growth but High Market Share
The units will have low market growth but generates a high cash inflow as it
owns a huge market share.
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9. These types of units need little investment.
III.
Dogs: Low Growth and Low Market Share
These units are sympathetically called pets. These are the units with low
market share in a mature, slow-growing industry.
This is where a company needs to re-think about the further investment
because these units barely generate profit for the organization.
IV.
Question Marks: High Growth but Low Market Share
These are the newly introduced units in the market and gradually earning
profit.
These have a potentiality to earn huge market share as it maintain a high
market growth and become star.
Figure: BCG Matrix
2. Strategic Position & Action Evaluation Matrix (SPACE)
Autoglass can also use the Strategic Position & Action Evaluation Matrix (SPACE)
the determine the market needs and operations requirement to penetrate in different
market segment (Gómez, L, & Ballard, D., 2013).The SPACE Matrix is a useful
method to analyze the competitive position of an organization using internal and
external dimensions. This matrix analyze an organization based on four dimensions,
two internal and two external, with the purpose of defining an appropriate strategy for
that organization, these dimensions creates the SPACE matrix and the factors that can
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10. be included in each one of them can be stated as follows: Financial Strength (FS),
Competitive Advantage (CA), Industry Strength (IS), Environmental Stability (ES).
3. Profit Impact of Market Strategy (PIMS)
It was developed in order to provide empirical evidence of which business strategies
lead to success, within particular industries. Data from the study is used to expertise
strategies in strategic management and marketing strategy (Gómez, L, & Ballard, D.,
2013).This database provides enough supports for the policies made for competitive
advantages. Autoglass would possibly sustain people service information in
alignment to research their values and designing method in order that they will keep
record of all the accomplishment and implementation of new methods.
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11. Task 2
2.1 PRODUCE AN ORGANIZATIONAL AUDIT FOR AUTOGLASS
SWOT Analysis
Strengths
• Low cost
• Visual Clarity
• loyal Customer
• Good presence and visibility
Opportunities
• Increasing growth rate
• Fewer competitors
• leader in vehicle glass repair and
replacement
SWOT
Weaknesses
• Less promotion of the brand
• Lack of advertisement
Threats
• Suppliers Competition
• Mounting fuel prices.
• Geographic Location
• Government Policy
Figure: SWOT Analysis
Strengths
Autoglass is offering the finest service at least cost.
The replaced or repaired windscreen provides the high visual clarity
Customers are loyal to existing brands
Good presence and visibility as an automobile service brand
Weaknesses
Promotion activities are not much impressive.
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12. Lack of advertisement compared to some others means lesser brand recall
Opportunities
Fewer competitors.
Fast industry growth rate and more presence in emerging economies
Autoglass is the worldwide leader in vehicle glass repair and replacement
Threats
High competition among suppliers.
Geographic factors limit competition
Mounting fuel prices.
The government policies have an effect on gaining market share.
2.2 CARRY OUT AN ENVIRONMENTAL AUDIT FOR AUTOGLASS
USING AT LEAST TWO APPROACHES
PESTLE analysis is very helpful to determine the internal and external aspects which have
impact on an organization’s behavior, activities and service. It describes framework of
macro-environmental factors used in the environmental scanning component of strategic
management (Oliver, Richard L.2012).
PESTLE analysis for AutoglassPolitical
Political disturbance can hamper the business.
Different policies may have some serious impact on business.
Stability of governments is an important political factor fir running a business for
long time.
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13. Economical
The economical activities and growth can create some policy change for the
organization.
The buying capacity of people influences the selling of the organization.
Socio-cultural
Lifestyle and preferences of people have serious impact on business.
Traditions and social rules will decide if the business can be operated.
Trends in social factors affect the demand for a company's products and how that
company operates.
Technological
Technology creates the designs.
Technology of changes the demand and habits.
Technological developments on services may create a huge opportunity in overseas
markets of Autoglass.
Legal
Legal factors include discrimination law, consumer law, antitrust law, employment
law, and health and safety law.
Environmental
Environmental factors such as weather, climate, and climate change can affect in the
business.
Environment has an impact on customer habits and demands.
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14. 2.3 EXPLAIN THE SIGNIFICANCE OF STAKEHOLDERS’ ANALYSIS
IN RELATION TO AUTOGLASS
The stakeholders’ grid:
High
Influence
(Latents)
High
Influence
High Interest
(Promoters)
Low
Influence
Low Interest
(Apathetic)
Low
Influence
High Interest
(Defenders)
Low Interest
Figure: Stakeholders’ Grid
1. The top right part submits to the stake holder who influences the strategies and
promotes the products.
2. The top left part submits to the stakeholder who influences strategies but they posses’
low interest in the organization.
3. The bottom right part submits to the stakeholders who have high interest but low
influence in the organization.
4. The bottom left part submits to the stakeholders who have low influence and low
interest in the organization.
Autoglass has mapped the stakeholders inside the association in order that the stakeholders
will gift their obligation in contemplate of the organization’s profit.
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15. Task 3
3.1 ANALYZE POSSIBLE ALTERNATIVES STRATEGIES RELATING
TO
SUBSTANTIVE
GROWTH,
LIMITED
GROWTH
AND
RETRENCHMENT
Market Entry Strategy
Organic Growth: When an enterprise association accomplishes development over its own
enterprise that is as equal because the beginning of the organization, it's known as organic
development. It omits any development that's profited by stepping into the other enterprise or
amalgamation or acquisition.
Merger: Merger is that the method 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 tactic where one specific business buys another entire business and
sets up itself because the proprietor. During this procedure 100% or near 100% ownership
needs to be acquired.
Strategic Alliance: This is the tactic while 2 or more companies acquiesce upon variety of
common objectives and share every other’s assets to fulfill those objectives. This approach is
wholeheartedly a notion that resides between the notion of organic development and joining
or acquisition.
Licensing: It is the scheme through that a mother business (licensor) allows another business
(licensee) to use its trademark and sell the merchandise or services on the foundation of
affirmations on many time span. The time span adopt the authorizing charge that needs to be
paid to the licensor.
Franchising: It is the strategy, through that a business earnings from the correct to use
another company’s trademark, enterprise kind, methods while the franchisor supplies the
correct to the franchisee. For getting market share abroad, Autoglass may use this approach
by circulation franchises in distinct locations.
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16. Substantive Growth
Horizontal Integration: In level integration a enterprise diversity or comes by output
facility of affiliated or complementary merchandise (Melody, Y. & Kevin, H., 2000).
Occasionally it's going to additionally happen that a corporation buys one amidst its
competitors and pattern integration. Autoglass would probably pattern such integration by
connecting with alternate output that's affiliated with its living merchandise.
Vertical Integration: In integration a corporation connections with the businesses or
partners of the offer string of links and in some cases all the partners of the string of
connections hold below one proprietor (Melody, Y. & Kevin, H., 2000). Autoglass would
probably recruit into integration by linking with the suppliers and vendors.
Related Diversification: When a business elaborates its business with some diversification
within the dwelling line of merchandise (Arazy, O, & Gellatly, I., 2012). The new
productions square measure alike to the current merchandise.
Unrelated Diversification: It is the method one time a business enlists into diversification
by inserting new merchandise and services that doesn’t believe the living merchandise
(Arazy, O, & Gellatly, I., 2012). It will be unrelated diversification if Autoglass begins
mercantilism home window crystal or attractiveness mirrors.
Limited Growth
Market Penetration: It means that penetrating the comparable market by giving comparable
worth against the worth of the competitors. This approach is employed to instantly strike the
competitors by benefiting their customers. It’s typically used to accomplish sales
development.
Market Development: It suggests that targeting new people stages and appealing the nonbuying customers of that segment. It assists to continue the market share by adding new part
of shoppers. It’s promise for Autoglass to develop the market by geographically increasing
the enterprise and returning to the shoppers.
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17. Product Development: It means that developing new merchandise that do not live presently
and so attracting customers to get a lot of diversity of merchandise or services.
Innovation: It proposes that searching out an solely new would like of the shoppers inside
the market and innovating replacement merchandise or service to rendezvous that need.
Disinvestment:
Retrenchment: A theme utilized by companies to scale back the variety or the last
dimensions of the methods of the business. This scheme is generally utilized so as to slash
prices with the aim of altering into an added financial steady enterprise.
Turn around: Turnaround may be a method dedicated to company renewal. It utilizes
investigation and progressing to save distressed companies and returns them to economic
status. Turnaround management involves management rethink, activity based mostly cost
accounting, origin malfunction determinants enquiry, and SWOT investigation to work out
why the enterprise is dropping short. So as to pattern a comeback inside the business
associations got to verify the base of the adversities and supported those adversities they have
to pattern up new procedures and values to trounce those matters.
Liquidation: When a firm is terminated or bankrupted, its assets rectangle measure recorded
and furthermore the advances pay creditors. Any leftovers rectangle measure distributed to
shareholders. Liquidating a firm is that the last stage of the firm’s survival. If no alternate
designs befit the organizations then it must deal its assets then ante up the shareholders and
stakeholders.
Divestment: The method of departure of buying into. Furthermore mentioned to as
divestiture, it's conceived for either economic or communal goals. Divestment is that the
converse of buying into. It the method of dragging out the assets operational and deals those
to rendezvous the gap inside the monetary matters and so as to liquidate the association
divestment is significant for any association.
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18. Porter’s Generic Strategy
Michael Porter has described a category scheme consisting of three general types of
strategies which are generally used by businesses to accomplish and uphold competitive
advantage (Kotler, P., 2000). The generic strategies are:
1. Overall Cost Leadership
2. Differentiation
3. Focus Point
Overall Cost Leadership
This strategy includes the cost decreasing methods which can win market share by attracting
the price sensitive customer (Kotler, P., 2000).Autoglass has won a huge market share by
applying
this
strategy
at
their
very
entry
level
into
the
market.
Differentiation
Differentiation strategy includes the variation and uniqueness of product and service which
can give or create a brand value in market for the organization (Kotler, P., 2000). Autoglass
has introduced some new and unique feature in their service, and gain a huge customer
attention.
Focus Point
Autoglassis is now focusing on high customer satisfaction. They are market leader in UK and
people have a high expectation from their services (Kotler, P., 2000). So they are now
focusing on 100% customer satisfaction in order to maintain their market leadership.
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19. 3.2
SELECT
AN
APPROPRIATE
FUTURE
STRATEGY
FOR
AUTOGLASS
In alignment to complicate the market segment Autoglass business needs new designs and
new goods which can be cooperative for them to flourish the market. So contemplating future
scheme they can enquire their market need and reach up with some development of the new
merchandise to diversify their services and apprehend a new market segment.
Autoglass should be following the vertical augments design to augment their enterprise. They
can advance with coalition with automakers to apprehend the new market segment.
Autoglass is in a powerful location and they might be able to proceed with the coalition with
new associations. Because this design is befitting for the associations development and their
centre capabilities agree with the design. Coalition with associated associations will endow
Autoglass to put more aim on the customer’s preference and can evolve new merchandise
class to fulfill the desires of the customers.
Only starting new merchandise line and expanding the market will not solely help the
Autoglass enterprise to expand in the market. Autoglass should certainly reassess the
response of the customers so that they might realize what the customers are looking for and
to what level of acceptance customer’s yearn. Autoglass administration desires to distinguish
the functions and responsibilities to the employees so that they can provide the largest degree
of approval to the customers.
The Autoglass is at present have a 92% approval rate amidst the customers. But with
expansion of the enterprise the acceptance rate might fluctuate and Autoglass need to
construct a timescale for the new goals and elongation of the new services. Considering the
location in the business, Autoglass can provide a 5 quarters design that will be ample for
Autoglass to contend up with the affray and sustain coalition with the automakers to
complicate the enterprise. Autoglass can benchmark next 5 quarters to obey with designs
they have taken and fulfill the firm promise to the customers.
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20. Task 4
4.1
COMPARE
THE
ROLES
AND
RESPONSIBILITIES
FOR
STRATEGY IMPLEMENTATION OF AUTOGLASS
Strategies are needed to gain competitive advantage. But implementation those strategies are
harder and more important than making those. Manages need to contribute in full stretch in
order to ensure highest implementation of those strategies (Gundala, R., Jack, A., & Gomes,
R., 2012).
Top level managers are responsible for making policies and strategies. But it is also their
responsibility to make it clear to the employees, because employees will be the key to
performing those strategies (Westphal, J., Park, S., McDonald, M., & Hayward, M., 2012).
Autoglass administration must compute the trading and sales ways to double-check the best
market share and sales. The sales cluster should to be developed during a means which will
continue with the affray inside the market. Creative advertisements in relevant localities
would probably facilitate an allotment throughout this regard. The centre competencies
should to be clearly concentrated to attractiveness the shoppers.
Managers should also aware of the changing demand and life style of the customer. Because
if they don’t respond in that way the company can lose a huge market share in a short time
span.
4.2 EVALUATE RESOURCE REQUIREMENTS TO IMPLEMENT A
NEW STRATEGY FOR AUTOGLASS
Autoglass should maintain their resources in a careful matter. Because they are a service
based industry and they services will reflect with the use and capability of their resources
(Oliver, Richard L.2012).
Autoglassby now has 159 customer consultant working 24/7 to meet the customers demand.
Autoglass also has fleet servicing which requires man power. Autoglass has trained their
employees in such a manner that they gain a unique reputation in the business. As human
resources in much more important in service based industry rather than in product based
industry, Autoglass has special care for the HRM department (Oliver, Richard L.2012).
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21. As it is a technology based service company Autoglass has maintain their materials quite
well and they are conscious about the changes in technology and regular updates of their
material.
4.3 DISCUSS TARGETS AND TIMESCALES FOR ACHIEVEMENT
FOR AUTOGLASS TO MONITOR A GIVEN STRATEGY
Evaluation of the benchmark outcomes:
Quarter 1
The company should be bring up with the strategies and find out the feasibility
of the strategies whether the strategies would reflect in the expected outcome.
They can take the feedback of the customers and find out what else they are
looking for in the windscreen repairing service. There should be weekly and
monthly monitoring by the line managers of the divisions.
Quarter 2
During the period Autoglass should review the customer’s feedback and
implement the desired plan to expand the business. The line managers should be
responsible for collecting the feedbacks and acting towards it.
Quarter 3
This is the quarter of gathering information and takes research note on the
implemented strategies. The management should find out the gap between the
expected outcome and actual outcome. The GAP might occur because of lack of
coordination or inefficiency of the employees and line managers.
Quarter 4
Management should organize a training program to fill in the gap. So that the
employees can achieve the organization goal in desired manner.
Quarter 5
In this quarter the organization might achieve the desired results based on the
strategy making and the implementation method. If the management fails to
achieve the objectives through the strategies, then they have to initiate actions
based on information like training the employees or providing support to them.
Table: Evaluation of the outcomes
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22. Conclusion
Certain qualities are needed to gain market share which have been achieved by Autoglass.
Autoglass has valued their customer’s need as well as the employee’s. Customers are much
happier with the services of Autoglass than other companies of this industry. Autoglass has
brought innovation and excellence in their services as well as in the industry. Their
dedication to win market share through customer share has proven much stronger than their
competitors. But in modern world customers are much pickier and mind changing. They are
not as loyal as previous decades. So Autoglass has to initiate more innovation in their
business to uphold the current position and to earn more reputation.
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23. References:
Autoglass Company. [ONLINE] Available at: http://www.autoglass.co.uk/Glass-repair-andreplacement.186.0.html. [Accessed 06 January, 2013].
Gómez, L, & Ballard, D., 2013, 'Communication for the Long Term: Information Allocation
and Collective Reflexivity as Dynamic Capabilities', Journal Of Business
Communication, vol. 50, no. 2, pp. 208-220.
Grant M. R., (2010) – Contemporary Strategy Analysis, Amazon.co, Wiley Higher Ed; 7th
edition.
Gundala, R., Jack, A., & Gomes, R., 2012, Communication Management and Its Implication',
International Journal Of Business, Marketing, & Decision Science, vol. 5, no. 2, pp.
35-50.
Kotler, P., 2000. Marketing Management. 5thed. New Delhi: Prentice hall of India.
Oliver, Richard L.2012, ‘Participation as a function of program', Communication
Management Review, vol. 15, no. pp. 485-499.
Srull, Thomas K, 2011, 'Productive Management Communication', Journal Of Business
Communication, vol. 48, no. 1, pp. 54-82.
Westphal, J., Park, S., McDonald, M., & Hayward, M., 2012, 'Actions of CEOs: Social
Exchange and Impression Management Support among CEOs in Communications
with Journalists', Administrative Science Quarterly, vol. 57, no. 2, pp. 217-268.
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