1. Which of these departments could be outsourced without damaging the work of a company which makes components for the computer industry? Research and development (R&D) What would be the advantages and risks attached to outsourcing any of these departments? Component purchasing Snack bar & restaurant Maintenance Human resources (HR) Aftersales care and support Marketing Sales Production and assembly

3. How Dutch cut flowers get to UK florists’ shops Day 1 The flowers are cut in the fields in Holland. Day 2 The flowers are conditioned and packed by the growers. Day 3 The packaged flowers are sold at auction to UK wholesalers at 5 in the morning. Day 4 The flowers are transported through the Channel Tunnel to wholesalers in the UK. Day 5 The flowers are delivered from the wholesalers to florist shops for sale.

4. Forward logistics

5. 1 Goran Radman helps retailers to move towards an 2 This ‘Holy Grail’ of retailing allows companies to respond to in real time. 3 This system aims to eliminate stockouts and returns. 4 CPFR stands for 5 When partners share information, the whole 6 After performing a force field analysis, Goran’s job is to on demand supply chain. customer needs and demand waste, unnecessary overhead or logistics, collaborative planning, forecasting and replenishment. is greater than the sum of its parts. strengthen the driving forces and weaken the restraining forces. consumer power results inertia giving away secrets buying wrong technology not achieving ROI

6. J.M Fisher’s Process of Transition © J M Fisher 2000/3 / http://www.businessballs.com/personalchangeprocess.htmhttp://www.businessballs.com/personalchangeprocess.htm The user accepts sole risk for any liabilities arising from the use of this material.

7. d g a e b h f c

8. Hilltop’s policy is to conserve water at all times without spoiling the experience and enjoyment of our hotel guests. Water is a precious resource and our efficient management of this resource is an essential part of what we do and of our ongoing success. This is a special challenge for the leisure industry where our guests’ comfort is paramount but, in partnership with our hotel guests, we must ensure we do not waste water in any part of our operations: washing, cleaning, bathing, swimming. We must be especially vigilant during the winter months in the Caribbean when rainfall can be low and our water supplies run low. Our long-term objective is for our hotels’ use of water to be self- sustainable. Guidelines on Hilltop’s policy on water (suggested answer)

9. Family businesses Match the words in the two columns to make phrases. Are they pros or cons of family businesses? communicationvalues good customerrivalry sharedstability familybreakdowns loyalty and dedication lack of experiencerelations long-termof other businesses

10. Family businesses Pros Cons Good customer relations Shared values Loyalty and dedication Long-term stability Communication breakdowns Family rivalry Lack of experience of other businesses