This document outlines a strategic plan for a new mobile device repair service called 360 Mobile Repairs. The plan discusses the vision, mission, core values and competitive advantages of the business. The vision is to build an internationally acclaimed brand known for smartphone repairs and good customer service. The mission is to provide exceptional service and bridge gaps in customer service and repair availability. Key values include good customer service, value, and environmental friendliness through recycling devices. The business aims to gain competitive advantages through cost leadership, differentiation, and focusing on customer service.

1. Mohammad Alnaser
Outline
Title: Sapphire Materials
Abstract: Sapphire materials are materials and components that
are made up of monocrystalline forms of aluminum oxide. They
are usually hard and have superior optical and mechanical
properties.
I. Introduction
A. The development of sapphire crystals follows a process that
was introduced by a French chemist, Auguste Verneuil. He
deposited alumina powder into a hydroxen flame, creating the
synthetic material that was similar to the natural gemstone.
II. Materials
A. The sapphire crystals can be doped with several elements
that enhance their appearance and properties.
i. Chromium and titanium dopants
a. They produce a reddish ruby material
ii. Titanium-doped alumina and titanium-doped sapphire
b. They produce a blue colored material when they are heated.
III. Material properties
A. Sapphire has with superior mechanical properties, has
superior light transmission ability and is a stable component.
B. It is hard.
C. It has high thermal conductivity and is transparent in
appearance.
IV. Processing
A. The sapphire crystals can be manufactured through the
melting and deposition processes. Alumina powder is deposited
into a hydroxen flame, forming a sapphire-like material.
V. Applications
A. Sapphire materials can be used in electronic, optical and
photonic applications.

2. B. Other applications include; jewelry, valve balls, bearing
balls and in wear parts.
C. Sapphire is also useful in optical windows due to its
transparency and optical characteristic.
VI. References
[1] MolTech GmbH Molecular Technology - Sapphire
[2] Saint-Gobain Crystals - Sapphire Components
[3] Dobrovinskaya, Elena R., Leonid A. Lytvynov, and Valerian
Pishchik.Sapphire: material, manufacturing, applications.
Springer Science & Business
Running head: Strategic Plan Part 1: New Product or Service
1
Strategic Plan Part 1: New Product or Service 7
Strategic Plan: 360 Mobile Repairs Services
Jimmy Carrasco
BUS/475
March 30, 2017
Prof. Dave Faiella
Introduction
In the contemporary business environment especially where
businesses are conducted wholly or partially on a digital
platform, customer service has become an important component
in driving customer satisfaction and customer satisfaction.
Customer satisfaction is common challenge for many brands.
Today social media which has grown in usage allows customers
to share bad customer service experiences which in turn affects
performance of the business. Customers are often adamant to
forgive a bad customer service experience. Usually, there must

3. be twelve consecutive good customer service experiences before
a customer convinced that the company can offer good services.
The following business idea is based on the fact that mobile
gadgets have become an important component of everyday
communication. The problem is the manufacturers do not have
customer care centers in all countries and sometimes the dealers
or retailers do not help. This customer experience is outright
negative. To solve the problem of mobile repair I have come up
with company called 360mobile repair. The division will roll
out its services in more than 10 regions across the world in
markets where the company has a strong presence. Services will
be offered on demand for the simple problems, as well as job
orders for more complex problems. For the latter part,
customers will drop their devices and pick them later after a day
or two. The company will also offer online support for
customers in terms of smartphone performance Optimization
and data recovery.
Vision Statement
A broken smartphone could require a lot of money to repair.
The cost increases especially when the smartphone is one of the
most expensive brands such as iPhone and Samsung’s Galaxy
series smartphones. This is especially, a problem in many
countries around the world. The division brings in a solution by
building strong relationships with customers and pursuing a
marketing plan that puts customer experience at the top. My
goal is to build an internationally acclaimed brand that
resonates with smartphone devices repair, as well as, good
customer service.
Mission statement
The company is committed to exceptional service, 360 mobile
device repairs intends to bridge the gap of bad customer service
and the lack of easily available repair services. The company
hopes to create a strong bond with the customers driven by
customer satisfaction and positive referrals. By being strongly
focused on ethical business and economic activities, the
company will develop quality customer service leadership,

4. which will help the company expand to the new markets
(Goldstein, 2015).
The vision and mission of the division reflect the core values of
the business. They collectively espouse the strategic direction
of the company. By identifying the current needs of the market,
the vision and mission espouse the pathways that will be
followed to meet the needs. Additionally, the vision and mission
of the division also elucidate how the objectives, which are to
increase the customer base for growth through referrals driven
by good customer services will be achieved both in the short
and long-term (Goldstein, 2015). The company also intends to
make good customer service the hallmark of its service
provision by ensuring that managers and employees are all
trained on the importance of good customer service.
Additionally, the hierarchy of the organization structure will
reflect the decision making where the top level leadership will
have the final authority in making high-level decisions that
further the core values of the organization. Some of the
decisions that are considered high value decisions, which will
affect how the company interacts with its customers. In
addition, talent development will be an important strategy to
bring the objectives set forth by the mission and the vision of
the division, as well as those of the company into fruition.
Training employees on emergent trends in customer care and
technology allows the employees to help the customers better.
This strategy will also enable to create a strong and competitive
global brand in the future.
Core Values and Competitive Advantage
The core values which anchor on good customer service and
value for money services are a solid basis of curving a niche for
the division, as well as the company (Goldstein, 2015). The
division will keep track of changing technologies in the mobile
telecommunication devices industry so as to update its services
and information accordingly. The company will also keep track
of the changing mobile hardware and software because these
areas are also experiencing rapid change and will affect the

5. business going forward. As research indicates, this market is
growing rapidly (Ibis World, 2016). Having a strong knowledge
of the changing dynamics and the trends of the mobile
computing world will be pivotal to the growth of the
organization. Creating a positive brand image using integrated
communication will be another way of creating a competitive
advantage for the company (Abratt, & Kleyn, 2012). The first,
overall cost leadership, is based on creating a low-cost-position.
Here, a firm must manage the relationships throughout the value
chain and lower costs throughout the entire chain. Second,
differentiation requires a firm to create products and/or services
that are unique and valued. Here, the primary emphasis is on
“nonprice” attributes for which customers will gladly pay a
premium.3 Third, a focus strategy directs attention (or “focus”)
toward narrow product lines, buyer segments, or targeted
geographic markets and they must attain advantages either
through differentiation or cost leadership. (Gregory Dess
University of Phoenix, 2014).
Social, Ethical and Economic Values of the Company
The division, like the company, is dedicated to environmental
friendliness. As a result, the business model of the company is
built around the issue of recycling. By making the devices
useful for longer periods, the company hopes to make the
environment safer. This also plays a role in environmental
conservation because it not only reduces the demand for new
devices but also lowers the mining activities for resources used
to make components of mobile computing and
telecommunication devices. This will contribute to
environmental conservation because in the grander scheme it
lowers the overall rate of omission. Additionally, the division
also buys dead and faulty mobile phone, devices which will be
refurbished and returned to the market for circulation. By
prolonging the life of the devices, the company is also creating
value for the customers because it means they can have time to
save their data or important personal information on the devices

6. before it completely goes out. In the economic front, the
division hopes to give customers a significant return on their
investment because the customers do not have to keep replacing
their smartphones or devices every time they become faulty.
This will save costs for the customer in the longer term.
The customer service of the division is built on the ethical
principle of justice and fairness. This means that customers will
get more value from their money because it is the least they
deserve. Egalitarian principles of equality will also be applied
in the division to ensure that all customers regardless of their
background are treated the same (Crane, & Matten, 2016).
These principles will also be applied in the HR practices of the
division because the company hopes to create a level playing
field for all employees where merit is the true yardstick of
excellence. The division will have a culture of open
communication backed by participatory leadership style. The
division will have a culture synonymous to that of the entire
company, which involves improving customer satisfaction and
democracy for employees in job performance. Teams will also
be utilized in the organization as major way to deal with
problems. The division will also uphold diversity to reflect the
open policy of the organization business pursuance, as well as
employment policy.
Conclusion
The above strategy indicates that offering good and quality
services is important for business growth because it drives
customer satisfaction. For a service oriented business such as
the one in the scenario above, having a good customer service
team is important for business. This means that the company
will need to train all its employees on the essentials of customer
service. The strategy ties the division’s business goals to its
social responsibility and ethical principles which is another
important element for business growth in the current
competitive business environment. a set of organizational goals
that include both the purpose of the organization, its scope of
operations, and the basis of its competitive advantage. (Gregory

7. Dess University of Phoenix, 2014)
Retrieved
Goldstein, M., (2015). The Importance of Customer Service In
Driving Your Business. Retrieved on March 27, 2017 from
https://www.forbes.com/sites/coxbusiness/2015/10/20/the-
importance-of-customer-service-in-driving-your-
business/#70ed73951043
Australian Government, (2016). What is good customer service?
Retrieved on March 27, 2017 from
https://www.business.gov.au/info/plan-and-start/start-your-
business/what-is-customer-service
IBIS WORLD, (2016). Cell Phone Repair: Market Research
Report. Retrieved on March 27, 2017 from
https://www.ibisworld.com/industry/cell-phone-repair.html
Abratt, R., & Kleyn, N. (2012). Corporate identity, corporate
branding and corporate reputations: Reconciliation and
integration. European Journal of Marketing, 46(7/8), 1048-1063.
Crane, A., & Matten, D. (2016). Business ethics: Managing
corporate citizenship and sustainability in the age of
globalization. Oxford University Press.
Gregory Dess University of Phoenix. (2014). Strategic
Management: Creating Competitive Advantages. Retrieved
from University of Phoenix, BUS475 website.