Overview

The Participant assumes the role of a General Manager within a service organisation, who has been asked by the Marketing Director to do an analysis of the level of service provided in comparison with competitors. The Participant is provided with a large amount of numerical data in tabular and graphical form as well as textual information relating to feedback from customers and reports on general industry trends. The Marketing Director has asked for a report highlighting appropriate conclusions and recommendations for action.

Please note that the following competencies are only assessed within an optional briefing included in this exercise:

Flexibility
Openness to Change
Listening
Persuasive Oral Communication
Impact

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