Business Case Studies by Industry

- Services

Below is a list of Business Case Studies business case studies from companies within the Services sector of industry. Choose a case study from the lists alongside each company.

Business Case Studies services case studies

    Beeson Gregory Logo

    Beeson Gregory

    Camelot Logo


    • Competing in a highly regulated environment

      Clearly, the National Lottery is ‘big business’. There remains the thorny question of just how far, and in what aspects of its operation, it needs to be regulated by government. This case study considers that question. Edition 7

    Capita/DfES Logo


    • Developing a partnership to support the interests of young people

      This case study illustrates the benefits of the Connexions Card to 16-19 year olds. It also focuses on how the Department for Education & Skills (DfES), a public service business, has joined forces with Capita, a private sector service business, to form a public private partnership (PPP). Edition 8

    • The message is in the medium

      This case study looks at Capita, a company working at the forefront of the modernisation of education, helping teachers to make the most of new opportunities. Edition 6

    • Developing Key Skills For Literature Of Opportunity

      This case study examines how it is necessary for you to look into the future, both in the short and long-term, to think realistically about all you hope to achieve from work and what skills you will need to do so Edition 5

    • Making the labour market work better

      This case study examines the importance of creating an effective labour market in order to reduce unemployment. In particular, it focuses on a specific government economic measure, the New Deal, as an example of the way in which governments can use policy measures to create a more efficient labour market and increase employability. Edition 4

    Connexions Card Logo

    Connexions Card

    Davis Service Group Logo

    Davis Service Group

    Enterprise Rent-A-Car Logo

    Enterprise Rent-A-Car

    Gardner Merchant Logo

    Gardner Merchant

    • The business of re-invention

      This case study examines how Gardner Merchant re-invented itself from contract caterer to become a true multi-service provider for a wide range of people-based services. Edition 5

    Legal Services Commission Logo

    Legal Services Commission

    • The advantages of centralisation

      This case study looks at why and how a number of HR activities have recently been centralised at the Legal Services Commission and the benefits these changes have brought to staff, the public and the organisation. Edition 15

    • Becoming a lean service organisation

      This case study shows how the process of reform, using lean production principles, is helping the Legal Services Commission to cut down on any wasteful expenditure. Edition 14

    • Using PEST analysis to identify external influences

      This case study focuses on the work of the LSC and illustrates what factors affect its performance and how it responds to these factors. Edition 13

    • Promoting social inclusion through access to legal services

      As a result of carefully reading the Case Study, students should be able to: know that direct public sector involvement in the UK economy has declined in the last 25 years, explain how government appointed bodies are responsible for contracting services to private businesses, understand how regulation and contract supervision promotes greater efficiency in public service. Edition 10

    • Managing change: a new approach to legal services

      As a result of carefully reading the Case Study, students should be able to: explain the basic SWOT components involved at the time of establishing the PDS, outline key strategic elements of the PDS launch: location, customer service, recruitment, IT, and quality. distinguish between criminal law and civil law. Edition 9

    Polestar Group Logo

    Polestar Group

    • Investing in training to safeguard the future

      As a result of carefully reading the Case Study, students should be able to: understand how being dynamic and innovative helps Polestar to keep ahead of the competition, explain the importance of maintaining a skilled workforce, describe how appropriate training can motivate staff. Edition 10

    • Strategy, competitive advantage and the promotional mix

      As a result of carefully reading the Case Study, students should be able to: understand what is meant by business to business activities, understand the difference between commodity and added value products/services, understand the link between mission, the market and strategy. Edition 9

    • Staying ahead - embracing new technologies in a new digital world

      This case study looks at how Polestar has responded to the opportunities presented by new digital technology. It has adopted CTP technology so as to provide its brand-leading customers with a competitive edge. Edition 8

    Securicor Logo


    • Securicor and the private finance initiative

      This case study focuses upon Securicor’s strategy for developing PFIs that enable it to provide high value services in return for developing long-term revenue streams for its business. Edition 5

    Sodexho Logo


    • Delivering business objectives - staff development

      This case study examines ways in which Sodexho UK is developing its staff, particularly at managerial level, so that they are better placed to produce high levels of commercial performance (high sales, good profitability) as well as high quality service to customers. Edition 7

    Trade Association Forum Logo

    Trade Association Forum

    • Trade associations at work

      This case study covers the role played by Trade Associations in the UK economy. It draws on examples from four contrasting industrial and service sectors: travel, financial services, electrical contracting and road haulage. Edition 7

About the services industry

The service industry (in the tertiary sector) consists of the parts of the economy where people offer their knowledge and time to improve productivity and performance. The basic characteristic of this sector is the delivery of intangible ‘goods’ instead of physical products. Services may include giving attention and advice or providing expertise or information.

The services sector covers all non-manufacturing businesses involved in either business-to-business (B2B) or business-to-consumer (B2C) transactions. This may range widely from, for example, financial services (banks such as First Direct or financial advisers), food (restaurants), consumer services (retail businesses, customer services) or public advisory services (eg Legal Services Commission, Intellectual Property Office).

There has been a substantial shift from the primary (extraction) and secondary (manufacturing) sectors to the tertiary sector in industrialised countries. The tertiary sector is now the largest sector of the UK economy and is also the fastest-growing sector.