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This paper interrogates all aspects of strategy from terminologies to implementation

STRATEGIC PLANNING

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04-15-2014

Introduction

This paper interrogates all aspects of strategy: from terminologies to implementation. It is going to give the reader a brief description of important terminologies. Planning techniques for strategy will be looked into as well as the issues concerning strategic planning. There will be an environmental and an organizational audit of Sony Corp to better understand its position. A new strategy will be proposed to the company as well as possible alternative strategies as concerns substantive growth, limited growth and retrenchment being enumerated. The paper will look into the roles and responsibilities in strategic implementation, comparing them and bringing out the differences between the two. It will evaluate resources needed in the implementation of the strategy proposed. Targets and timescales that are concerned with the achievement of the strategies will also be monitored.

1.1 Terminologies

A mission is a statement of the key values which define the purpose of the organization and maybe its distinctive competitiveness. It extrapolates on what the organization considers its defining character and tells the world what the organization was set up to achieve (Abrahams 2007).

A vision relates to the future orientation of the organization and describes the kind of organization it should be. It paints a picture of an ideal organization. It is a statement on how the organization should be if it sticks to its plans and implements them religiously.

Core competencies can be defined as: ‘the distinctive skills that binds together the existing businesses, its product, service or technology, which can be used to create a competitive advantage. They are the engine for new business development; they form the key resources that assist an organization in being different from (and ideally superior to) its competitors. (Prahalad & Hamel, 1990, p.136). They are the distinctive skills that a corporate body possesses that give it a competitive advantage. These are the kind of skills that sets this organization apart. These skills should provide access to important markets or segments of the market. They should also make a significant contribution to the customer experience of the product or service provided by the organization. Equally important, these skills should be difficult for the competitor to imitate. They should be unique and their development and methodology highly guarded. Once these skills are developed they should be exploited completely while keeping them flexible enough to adopt o the changes in the market.

1.2 Issues involved in strategic planning

Strategy can be described as the setting of goals and objectives by an organization and the outlining of the methods to be used in their achievement. Planning is putting thought into and outlining activities required to achieve a goal or goals. Therefore, strategic planning is thinking about the goals of an organization and organizing what is to be done to achieve these goals and objectives. Since strategic planning involves the whole corporate body it can be referred to as corporate thinking.

Strategic plans have to be long term, comprehensive, based on a clear mission of the organization and developed and controlled by the top management because they determine the direction of the organization. These are very key issues and for any strategic plan to succeed all these have to be factored in.

Strategic planning also has a process. This process is broken down into three discernible stages. They are:

i) Strategic analysis – in this stage the corporate body is taken through a thorough assessment. Its objectives, resources, capabilities, whatever influences there are externally and if there is future potential are among the factors to be investigated.

ii) Strategic choice – at any particular time there must be several strategic options available. At this stage the management considers all these options and it settles on the best and most viable ones. This is the one to be implemented.

iii) Strategic implementation – after all the planning and the choice making comes another very important step. The plans developed have to be implemented and this is the stage where it happens.

1.3 Different planning techniques.

Planning can be and is done in various ways. In this part, the techniques are going to be described and any applications to the paper made clear. At the end the reader will have a deep understanding of the different techniques that organizations come up with their plans.

They are:

i) SWOT analysis. The initials stand for strength, weaknesses, opportunities and threats. Strength and weaknesses are internal matters while opportunities and threats are external. It is a very critical part of the entire planning process. All those involved in the planning process brainstorm on the issues. They go through what they consider the company’s strong points, their vulnerabilities. Opportunities to be exploited and any threats to be faced. The team then lists the items and reviews them. The items on the list are then prioritized in their respective categories and the top items identified. These items are then channeled into the development of objectives, goals, strategies and tactics.

ii) Nominal ranking. The participants in a planning session are given a specific number of votes. These votes are then used to prioritize items on the planning list. His enables the organization to identify and focus on the items that the team considers the most important.

iii) Team facilitation. The team is facilitated in the coming up of the plan. The facilitator ensures that the team gets input from all the members and ensures the smooth flow of the process. He/she handles any conflicts that arise productively and also provides a base for teamwork. He/she should have the skills required to take the team through all the stages a team goes through: forming, storming, norming and performing.

2.1 Organizational audits for Sony Corp

Top organizations in the world are organized in a vertical manner from the top to the bottom. From a starting point of evaluating and stating the mission, vision and values of the organization, a strategic plan with objectives, timelines and milestones is developed. There is also the development of a loop for quality improvement feedback that has to be continuous. An organizational audit is meant to indicate whether the organization is vertically aligned. It has to establish whether the objectives, staff and results are in alignment with the stated mission and vision. The audit also has the function of developing programs and policies that motivate the team to stay on course. It at the same time recommends any adjustment to the organization’s actions so as to achieve the aimed for alignment.

Sony Corp is by and large in alignment as per the audit conducted. The seminars and regular sensitization of the workers has ensured that the staff understands the mission and vision and that they are working in line with the said vision and mission.

2.2 Environmental audit of Sony Corp

An environmental audit is primarily an assessment of the impact the company’s actions have on the environment. It analyses the organization’s compliance with environmental legislation and provides an external opinion on the same. It informs the company whether it has created an environmental policy that is efficient and also whether there is a favorable environmental attitude. It has been expanded in the modern times to include recommendations on the best and most cost effective way of reducing the damage of the environment by the company’s actions and how to make savings in the long run by adopting ‘green’ technology.

For some time all of Sony Corp products have been produced with their impact on the environment in mind. Most of their products consume less energy than the competing products. The energy savings are achieved even in production through the use of ‘green’ technology at the factory. Additionally, there is an effort to make as many components as possible biodegradable. These features, plus sensitization of the staff about the environment, make the company be on a very good footing environmentally.

2.3 The significance of stakeholder analysis

A stakeholder in the most basic sense is anyone who will make use of, develop or impact the project in any way and impact any of the project’s aspects. There are two types of stakeholders. They are:

i) Direct stakeholders – these are those people like developers and customers who have a direct impact on the project. They are involved in the life cycle of the project and are affected by it.

ii) Indirect stakeholders – these are the people who affect the project politically or those interested in the outcome of the project.

By conducting an analysis of the stakeholders the management gets a sense of how to deal with them. The stakeholders are analyzed on their interest level and on the amount of influence that they have on the project (Cadle et al, 2010, p98). By conducting this study the project managers are able to determine how much time, effort and resources can be expended in the dealing with the various stakeholders. A proper analysis coupled with an effective communication will optimize the chances of achieving goals as concerns deadlines and budgets.

3.1 Possible alternatives strategies relating to substantive growth, limited growth or retrenchment

Alternatives that can be used to deal with limited growth are:

i) Market development – this can be achieved through modifications and changes to a product or service to increase its appeal to new segments or niches of the market. Alternatively the company can device new uses for the products they have or tailor their products to different countries considering their particular tastes and requirements.

ii) Market penetration – this is achieved by aggressive marketing and pushing of the product to a new market or a segment of it.

During substantive growth the overwhelming need is to maintain the momentum and keep growing while consolidating gains made. The strategy here would be sustained marketing of the product and constant evaluation through feedback from customers.

Retrenchment is a strategy that corporates use to reduce its size or diversity. It is often used to cut the overall size of a company or to reduce the diverse operations of the company. As a strategy it is used to reduce costs and produce a more financially stable company. It has to be noted though that it is a strategy fraught with challenges (Mingle, 1981, p16).

3.2 An appropriate future strategy for Sony

The strategy to be proposed is derived from the five ‘P’ of strategy (Mintzberg 1994, p.235). Sony can exploit position in the market as its strategy. The company has particular core competencies in the electronic sector that they can exploit to corner a niche of the electronics market. By being unique and producing distinctive products the company can grow and remain competitive in the market. His strategy will work best if the company focuses on products that they are market leaders in.

4.1 Roles and responsibilities in strategic implementation

In implementing a strategy we have the people responsible who are more often upper management. Responsibility denotes being answerable or accountable for the implementation of the specific strategy. Those responsible then assign roles to others to perform in the implementation process. Roles are functions that a person or company has.

4.2 Evaluate resource requirements to implement a new strategy for Sony Corp

To implement the position strategy the company must make some investments. At the top are the innovation and marketing departments. More money will be needed by the Research and Development people so as to get better technologies and provide bonuses as motivation. The marketing department will require additional funds so as to communicate the uniqueness and superiority of the products to the market.

4.3 Targets and time-scales for achievements in Sony Corporation to monitor a given strategy.

The strategy when properly implemented should lead to a substantial increase in the sale of the products focused on. They should have the lion’s share of that niche market. This rise in market share should be noticeable and measurable in the twelve months after the implementation of the strategy.

Conclusion

All the points that were set out at the beginning have been covered. It is hoped that the reader now has a better knowledge of strategies, their planning and implementation. The two types of audits covered: environmental and organizational, are also detailed in a bid to ensure understanding. The importance of analyzing the stakeholders is also made clear as are the alternative strategies to limited growth, substantive growth and retrenchment. The strategy to be employed by Sony Corp is also discussed and the roles and responsibilities in the implementation of the strategy. Finally the resources needed in the implementation of the new strategy are laid down and the targets and timescales for the achievements to be monitored discussed.

References

Abrahams, J. 2007, 101 mission statements from top companies: plus guidelines for writing your own mission statement, Berkeley, Ten Speed Press.

Cadle, J., Paul, D., & Yeates, D 2010, Business analysis, Swindon, British Informatics Society. http://site.ebrary.com/id/10409393.

Mingle, J. 1981, Challenges of retrenchment, San Francisco, Jossey-Bass.

Mintzberg, H. 1994, The rise and fall of strategic planning: reconceiving roles for planning, plans, planners, New York, Free Press.

Prahalad, C. K., & Hamel, G. 1990, The core competence of corporation, Canada, Harvard Business School Reprint.

Strategic Plan, Part II. SWOTT Analysis

Strategic Plan, Part II: SWOTT Analysis

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Strategic Plan, Part II: SWOT Analysis

In order to understand the effectiveness of marketing strategies employed by Greyston Bakery, it requires a deeper insight into its internal environment. Internal environment unlike external has factors controllable by the firm. In this case, the firm’s strengths, weakness, opportunities, and threats (SWOT) can easily be under control hence reaping merits of taking such measures. Greyston Bakery, like many other companies, has strengths, weakness, opportunities, and threats that affect its operations and productivity either positively or negatively.

It is important to carry out internal analysis of strengths and weaknesses, including relevant financial analysis. This helps put the company into the best level possible for growth. Analysis of strengths entails what works in favor of the business as pertains to its internal environment. It is through research that marketing trends are depicted and hence the company can use this information for its benefit. Greyston Bakery engages in research activity as it has been documented to have a great network with its third parties (Hills, 2004). This enables the company to have first-hand information pertaining to the needs of the consumers and, therefore, design products that meet these needs. Promotions and regular training of its workers remains a fundamental task.

SWOT Matrix

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Internal Factors

External Factors

Strengths

High profit ploughed to foundations;

High quality products;

Many channels of distribution and Vertical integration

Many promotions;

Regular training of employees since it employs individuals without employment background. Weaknesses

High debt;

Inconsistent Financial flow;

Great prices barring low income groups;

Increased working hours.

Opportunities

Low rates for the premium products;

Social marketing of stores;

Targeting baby boomers;

Increased coffee consumption in the global market.

S/O Strategies

Target the older generation with ads;

Increase the channels of distribution to penetrate further the global market;

Use proper inventories to help manage international business. W/O Strategies

Utilize the current low prime rate in the market;

Increase global market share.

Threats

Rigorous employment laws;

Increased unemployment;

Augmented numbers of local businesses;

Economic recession.

S/T Strategies

Advertise their products so as to counter local stores’ penetration;

To aim at controlling the manufacturing and the distribution in order to incorporate additional products that target diversified groups. W/T Strategies

Reduced prices alongside maintained quality, especially in periods of high employment;

Reduction in the time of work for employees in order to keep off law suits emanating from the labour laws.

Greyston Bakery can use various strategies to enhance product and service delivery. The company can capitalise its strength to exploit the available opportunities. The rising number of aging baby boomers can give the bakery with the opportunity to target their ads and promotions towards this group. The company can also use vertical integration to help expand its business and market niche (De Pelsmacker & Kitchen, 2004).

Greyston Bakery can enter the international market more easily because express of its food’s consumption that increases on a daily basis. The need for healthy living has also pushed the bakery’s products to the new level of demand; thus the business needs to embrace the increased opportunity to help build its brand.

However, the intrinsic threat such as inflation affects many companies and Greyston Bakery Inc. is not an exception. Additionally, consumers are also looking for cheap products; this can pose a greater threat to the purchase rates. Some competitors’ sell their products at the low end market to impress the customers is another threat for the baker company (Hills, 2004). Still there are other bakeries selling similar products, and this will probable to threaten the bakery.

Space and other Matrices

De Pelsmacker and Kitchen (2004) affirms that Greyston Bakery Inc. is a profit-oriented business. It strives to incorporate the positive societal agenda into its core business practices through emphasizing on “chronically unemployed.” They employ people with little skills and relatively poor educational background. Sometimes it employs strategies to curb the growing cases of incarceration, homelessness and drug addiction. Furthermore, the bakery focuses on sustaining the works of its non-profit affiliate such as Greyston Mandela. The company further strives with an overriding undertaking to minimize human suffering; both organizations are focused on sustainability. Most importantly, the company focuses on community development and liberation.

Core Values to Create the Desired Culture

De Pelsmacker and Kitchen (2004) notes that, when Greyston Bakery Inc. can hold onto the premium market and make it its niche, it ought to make critical choices and on how to retain the market. The current trend of introducing new products, which are perceived by the customers as of poor quality, must be discouraged. Simply because, this is not a good idea as far as brand standards are concerned. Traditionally, state of a product is perceived by consumers through variable parameters like the quality, the price, nature of competition, the class associated with the product as well as they manner in which the product is used. It, therefore, means that the bakery should uphold its exceptional position. In order to maintain this, innovative products must be part of the business to make certain the enterprise keeps its image as well as business relationships on the proper beat. The particular market place is to ensure that Greyston Bakery Inc. continues to maintain its premium status. This is achievable through becoming more innovative with its premium products that sell to a huge number of consumers. In addition to quality, price influence the value of a firms products.

In order to sustain a superior standard, the company ought to invest in the purchase of superior quality packaging materials and equipment, and continuously train its employees and build a relationship with the customers. This is one of the approaches of ensuring that the Greyston Bakery Inc. is in good terms with the society as it strives to achieve good relationships with the society.

Evaluation of Current Organizational Structure

The basic organization structure Greyston Bakery Inc. embraces in not new to management and business leadership professionals. The company’s executive will oversee its operations. It should have several headquarters with its regional managers taking charge of regional outlets. De Pelsmacker and Kitchen (2004) states that regional heads report to the executives directly. The executives are based at the headquarters of the company. The managers mangers oversee the activities of store managers who are in turn overseas of their respective retail stores. Then there are the shift supervisors and finally the baristas. The management structure at Greyston Bakery Inc. ensures that the firm takes the control of all the processes at all levels.

Economic and Legal Forces and Trends

There are several economic and legal trends the can form useful metrics for forecasting and measuring the growth of the company. The trends also affect the operation of the company. The company must meet all the legal requirements that are stipulated by the law. First are legal challenges from disgruntled employees. Employees have numerous rights in America and this makes it hard to discipline employees or terminate the contracts of unproductive employees. There are also discrimination and harassment cases, immigration audits, copyright issues, dissatisfied client law suits and others. Frequent changes in regulatory environment also pose a threat to the company. Economic challenges include economic uncertainties which make nay companies shy away from long term planning. The uncertainties affect credit market and influence consumer behaviours. The company will need break its long-term strategy into a series of short term strategies. Frequent changes in regulatory environment influences economic policies, tax, credit facilities and thus have a strong bearing on the company’s economic status. Cash flow challenges also have enormous influence. In addition the company will have to frequently invest in new technologies. However, it can benefit greatly from reducing wastages such as minimising the cost of production to increase profit margins. The financial metrics will take into account the cash flow, liquidity, long term and short term solvency, sales turnover growth, operating income, return on capital and equity.

Importance of Strategy to Greyston Bakery IncGreyston Bakery Inc.’ strategy is meant to ensure that the firm accesses and captures a wide customer base especial through the introduction of new lines of products and other products targeting low end market. Although the bakery has thrived on the high end products, their ideology of the model known as “Social Enterprise” should be encouraged to help the bakery improve its sales. This remains instrumental since it is meant to capture a wider market share and compete healthily. The entire brand experience has supported the company in extending its relationship with the clients through constant communication with its clients.

It is worth noting that moral issues can strengthen both people and the society. Greyston Bakery Inc. believes that business in the community is likely to produce a much more loyal following as compared to its competitors. This is only possible if they behave in an ethical manner by understanding the demands of the community. Since its inception the bakers has provided employment to the homeless, uneducated individuals in the society, and convicted felons (De Pelsmacker & Kitchen, 2004). The enterprise sends some of its profits to a charity foundation, which in turn benefits the entire society and other poor people in the society (Thompson, Gamble & Strickland, 2006).

For Greyston Bakery Inc. hold onto this position, it has to ensure that the product bearing its brands maintain high quality standards associated with it. It is evident that the company produces high quality products, which create good profits through sales. The company trains its employees regularly because the employ untrained people. The company ought to capitalise on its enviable brand recognition and explore new markets which offer great potential for growth. The organisation structure of this company takes a brick and motor structure, which enables it to monitor its stores closely (Hills, 2004).

To sum, carrying out the SWOT analysis on Greyston Bakery reveals that the company’s strength is anchored on research, social structure, product quality and education. It educates its employees, while carrying out research on the areas to explore, and this is likely to prove essential for their “social enterprise” approach. It will help build its brand name, and consequently the loyalty that customers have as pertains to its products. However, weaknesses of Greyston Bakery Inc. are attributed to the inability to produce and launch the declining revenue. Greyston Bakery Inc. has an opportunity of developing new products that will help the company increases its profitability.

References

De Pelsmacker, P. & Kitchen, J. (2004). Integrated marketing communications: a primer. New York, NY: Routledge Publishers.

Hills, G. (2004). Marketing and entrepreneurship: research ideas and opportunities, Westport, CT: Quorum Books.

Thompson, A. A., Gamble, J. E., & Strickland, A. J. (2006). Strategy: Winning in the marketplace: Core concepts, analytical tools, cases (2nd ed.). New York, NY: McGraw-Hill.

Strategic Plan, Part I Conceptualizing a Business

Strategic Plan, Part I: Conceptualizing a BusinessSusan Ayala BUS/475June 16, 2011Dr. Odell BrownStrategic Plan, Part I: Conceptualizing a Business Burgers and Pizza Restaurant Strategic Plan

Introduction

The following strategic plan is based on a fast food restaurant business. The franchise is concentrating on the fast food industry by delivering food products, which can be classified as fast foods. Among these food products that the restaurant will be optimizing on is the pizza. The restaurant is a fast food business in the local town that is specializing in fast food delicacies. The restaurant aims at delivering its products and services in the modest way that has never been experienced before in the town. With the best cooking techniques, packaging, product delivery and customer service in the industry, the restaurant takes pride in having a competent staff and affordable food prices. Considering that the local town is a busy locality, with a 24 hour economy, people are always busy and their lifestyles dictate that a quick stop at a fast food restaurant is unavoidable. In this perspective, people’s eating habits also change, and thus preferring fast foods. The restaurant highly perceives its customer’s health, as it is part of the business mission to provide healthy foods. In this perspective, the restaurant only makes food products that do not pose as a health risk to customers. For example, some of food products are not prepared through sugar additives and preservatives.

The following strategic plan is a framework of the business mission and vision, and its business values. The strategic plan also unveils how the business mission, vision and values are consistent with the strategic goals of the business. Moreover, this strategic plan offers an explanation on how customer needs will be evaluated as a means to achieving a competitive advantage.

Company Summary

Burgers and Pizza restaurant is a fast food restaurant that makes and sells pizza products. Some of the pizzas that the restaurant makes and sells include the cheese pizza, sauce pizza, Italian pizza, meat ball pizza and tomato pizzas. Other products, which encompasses the restaurant’s range of products includes fries and burgers. The restaurants target market is comprised of the youthful population, particularly the youths in college and the mid-age working class. The restaurant is operational 24 hours a day every day.

Company ownership

The restaurant operates as a family business owned jointly by David Charleston and his wife. The restaurant proprietors have employed 20 employees under various capacities.

Mission statement

Burgers and Pizza restaurant mission is to be the market leader in the fast food business in town. Burgers and Pizza restaurant will aim at revolutionizing the traditional belief that fast foods are unhealthy by making healthy fast food products, which are strictly nutritional. The restaurant aims at engaging with its customers at more interactive levels to optimize on health eating habits and good customer service.

Vision statement

Burgers and Pizza restaurant has the following vision to accomplish in the next five years. Burgers and Pizza restaurants aim to excel through market domination in providing high quality fast food products and services in the local market. To accumulate an annual profit margin of $50 million from its sales revenue and a clientele base not exceeding 10,000 customers for the next five years. In order to be a market leader and accommodate various customers’ preferences, Burgers and Pizza restaurant aims at gaining popularity by providing a range of pizza cuisines from diverse cultural origins.

Business values

The following will be the business values of the Burgers and Pizza restaurant, which will act as the guiding principles towards the achievement of the business objectives.

Integrity- The business will highly uphold to the virtue of honesty among the employees, its customers and business partners. The business will not tolerate dishonesty and fraudulent practices that are against the code of business ethics, particularly while dealing with its business partners like the suppliers. In addition, the business will use honesty while using marketing strategies like advertisements.

Responsibility- Burgers and Pizza restaurant will value its responsibility of providing to the community food products that are healthy and encourage healthy eating and living. In this perspective, the business will regularly have open education day for educating the community about fast foods. In addition, the business will make its products in a manner that does not pollute the environment through better and recyclable packaging.

Value- The business will only make and sell products that are of high quality. This will be maintained through maintenance of products quality, quality improvement and better pricing of products.

Human resource- The business employees will be the key to the success of the restaurant. This will be achieved through hiring of competent staff, respect of the employees, and better provision of a comfortable working environment.

Customer service- The business will rely on better and improved customer service as the key to having a competitive advantage over other industry key players.

Appropriate profits- Burgers and Pizza restaurant is a profit-making organization and such should always be upheld as the bottom-line of the business operations. However, the profit margin should be conscious and consistent with the business values.

Analysis on the organization’s strategic direction

Burgers and Pizza restaurant strategic direction is guided by the above vision and mission statements and business values. According to the vision statement, the business requires a financial target, which is projected under a scheduled time frame. However, these visions are to ensure that the business meets its ultimate mission or goal of dominating the fast food market in the region. In this context, a range of pizza products will be the restaurant’s menu and supplemented with other fast food products of similar nature. Since the market is diverse in terms of culture, several pizza cuisines and varieties will be made and sold by the restaurant.

The mission of the business is well consistent with the business vision and its values, and hence the success of the organization is not ambiguous or vague during the implementation of the strategic plan. This has been clarified by indicating the nature of the business, it products and the organization’s purpose of existence in the fast food industry.

The business values are principles through which the realization of the business objectives will be measured against. The mentioned values give the business a legitimacy to exist as a business organization that is not scrupulous, but is professionally driven. Observance of these business values will ensure consistency of operations towards one clear objective. Contradiction of the mentioned business jeopardizes the whole of the business strategic plan, thus the values acts as the guiding principles.

Addressing of customer needs and achievement of competitive advantage

Burgers and Pizza restaurant will continue to gather customer information on their opinion about customer service and products. This initiative will be carried out by the marketing team, which will devise various means to interact with customers. For example, an online marketing initiative will be initiated, where the business will use a corporate website and BlogSpot. In this perspective, customers will be able to order pizza products through online, and post their comments about the customer service and products of the organization. The business can also use a product delivery policy, where customers can instruct delivery of their products at their own convenience. Most requested customer needs will be met after a thorough market research and survey has been conducted, indicating that the product or service is the most sought by the customers. Customer outreach programs that include open education days will be of importance to encourage interaction and good relationship between the business and the customers.

An evaluation of customer needs will be used to devise new marketing strategies and production of new products that satisfies customers. In essence, this will be a strategy to achieve competitive advantage. In case the customer needs revolve around changing of products recipes or prices, the business will re-engineer its strategies to meet the customer demands. This means that the business will make products that are price sensitive or the business will improve their product delivery service.

Conclusion

Fast food industry is a very competitive line of business that requires a conscious business mission and vision. In this respect, the business strategic plan should be consistent with the achievement of the overall business goal. In addition, realization of the business ultimate goal is guided by business principles that respects ethics, appreciates diversity of culture, and are responsible in respect to employees, value and the surrounding community and environment. Nevertheless, the concept of customer service overrides all the business operation (Philips, & Gully, 2011), if the business seeks to have a competitive advantage in the respective industry.

References

Philips, J. & Gully, M., S. (2011). Organizational behavior: Tools for success. Stamford, CT: Cengage Learning.