- Edition 9 Growth through well-planned investmentAs a result of carefully reading the Case Study, students should be able to: distinguish between short term and long term assets, understand the need for a strategy for growth, identify some indicators of financial success.
- Edition 8 Generating cash for growthThis growth case study examines how in 1999 MFI recognised the need to make key changes in order to develop a successful competitive strategy. In particular it focuses on how the organisation has managed its finances more effectively.
- Edition 4 Health & Safety in the modern workplaceThis health & safety case study examines MFI's commitment to Health and Safety and shows how, in recent years, the company has successfully developed new approaches to auditing and measuring Health & Safety performance standards in individual stores.
- Edition 2 Developing a customer focused sales strategyThis customer service case study focuses on MFI's Sales Division Strategy launched in 1993. This strategy is based on the simple realisation that the future success of MFI's business depended on MFI's ability to meet and exceed customer expectations profitably.
- Changing customers expectations
- MFI home works
- MFI Sales Division MISSION
- Definition of good customer service
- The team
- Service benchmarketing
- Service statement
- Responses and remedies to customer complaints
- Empowerment
- Customer Complaints Procedure
- Customer communications
- Building customer relationships
- Customer care training
- Finding out what customers want
- Standing out from a crowd
- Edition 1 "If it doesn't benefit the customer - We don't do it"
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