Pre-seen analysis - Part 4 - Westland and About Vennlisk
Taught by Stuart Murphy · AI tutor support included
You’ll learn how to analyse Westland’s growing call centre industry and apply the pre-seen information to strategic exam questions. The lesson examines competition and rivalry, the threat of new entrants, barriers to entry, sustainability, market segmentation and Vennlisk’s internal strengths and capabilities.
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In this lesson
- 0:00 Call Centre Industry Overview
- 1:12 Measuring Rapid Industry Growth
- 3:11 Applying Porter’s Five Forces
- 5:52 Industry Sectors and Sustainability
- 8:35 Internal Strengths and Capabilities
- 12:25 Training, Recruitment and Retention
- 14:15 Knowledge Management Competitive Advantage
- 16:02 SHIP Service Quality Framework
- 23:38 Defining Quality in Services
- 23:47 Automating Feedback and Motivation
About this lesson
You’ll also explore service quality using the SHIP framework, knowledge management, staff training and retention, and the potential impact of automating feedback sessions. The focus is on identifying the big-picture strategic issues for the Strategic Case Study and using relevant models, including Porter’s Five Forces and SWOT, without getting lost in unnecessary detail.
Duration: 26m
Transcript
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