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Case Study: Mr Brown owned and operated a successful small business. Initially, only the car parts business existed, but an opportunity arose for auto care, which he seized. Soon Mr Brown noticed that the wait for car repairs was long and customers were complaining that the heat made them uncomfortable. Mr Brown's eldest son, Kumar, suggested that the repairs be done on an appointment basis so as to respect customers' time. He also suggested the creation of a website for customers to book their appointments at their convenience. Customers without internet access would do the same by calling on the phone. The waiting area would be converted to an enclosed air-conditioned waiting room made of glass where customers could view ongoing repairs in a comfortable environment. Mr Brown approved his son's ideas and implemented them, resulting in increased sales and happier customers.
Questions:
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