Table of Contents INTRODUCTION...........................................................................................................................1 P1 Different types and Purpose of organisation.....................................................................1 P2 Size and Scope of different types of organisation.............................................................3 P3 Relationship Between Organisational functions...............................................................6 P4 Positive and Negative Impact of macro environment on business operations..................8 P5 Internal and external analysis of organisation and their strengths and weaknesses........12 P6 Interrelation of strength and weaknesses with external macro factors............................14 CONCLUSION..............................................................................................................................16 REFERENCES..............................................................................................................................16
INTRODUCTION Business environment is an aggregate of all internal and external forces that directly or indirectlyaffectbusinessoperations.Stillenterprisesdependonthesefactorsfortheir performance and sustainability (Business environment. 2018). There are generally two kinds of business environment such as macro and micro environment. These factors mainly includes customers, management, suppliers, owners, government, technology, economic factors and current market trends. In this present case study, Oxfam is taken in the sector of voluntary organisation,CrownprosecutionServicesasapubliccompanyandH&Masaprivate organisation. In addition to this, there size, scope and purpose are described in this report. Furthermore, internal and strength and weaknesses of business and their interrelationship with macro factors are included in this project. Lastly, SWOT and PESTAL have been done in this report. P1 Different types and Purpose of organisation The various types of business organisations are as follows: - Private Organisation:Private organisation is owned as run by sole traders, partnerships, franchises and a private individual. Companies working under private sector mainly run their business for generating profit. Private company have minimum 2 and maximum 50 employees working in them.Hennes & Mauritz AB (H&M) is a worldwide clothing-retail business organisation. This company is mainly known for fast fashion clothing for teenagers, men, children and women. This company was founded in in the year 1947.in addition to the H&M, company consist of five individual brands with separate concepts. This company operates in 62 countries with over 4,500 stores and have 132,000 people in a present time, along with this it is the second largest global clothing retailer as compare to the parent company of Zara. This company also has a online shopping facility in 33 countries. Purpose:H&M is a fast-fashion retail company with having a purpose to modify their internal structure in order to implement use of energy efficient measures, water use and renewable energy investments. Main purpose of H&M is to source their raw materials from recycled polyester and effectively invest for innovation. Legal Structure:Legal Structure of private organisation includes: 1
Sole proprietorship:Sole proprietorship sector include a single individual who run their business individual and are sole responsible for company's profit and loss. Newsagents, market traders and hairdressers are some basic examples of this type of sector. Partnership:Partnership is an association in which two people come together to start a business. In this, there is an agreement duly signed by partners mainly known as deed of partnership. Doctors, accountants, dentists and veterinarians are some example of partnership. Stakeholders:Stakeholders in private limited company include Creditors, suppliers, owners, unions, employees and directors. Public Organisation:Public sector mainly include those organisations that are owned and control by government. Crown Prosecution Services is a British non-ministerial government department. Founded in the year 1986 and headquartered in London, SW1H.CPS offer legal advices to police and other investigative agencies Purpose:Main purpose of Crown Prosecution Services is to systematically conduct prosecutions in criminal cases. They mainly perform their business functions in England and Wales.Theyprovideeffectivelegaladvicestoinvestigativeagenciesandpolice.These organisations conduct their services in secondary sector and gather raw information and further offer advices. Legal Structure:Crown Prosecution service is an independent judicial agency which is responsible for the presentation of criminal prosecution in the United Kingdom. It was formed in 1986, which is non-ministerial government department in England and Wales. There are civil and family courts, criminal courts and legal profession which helps in making essential decisions evaluate plans according to these policy.Legal structure of Crown prosecution include: State Government:In state government there is a formative sharing of legal and political rights between state and national authorities (Bharadwaj, 2013). In this, state government enjoy rights of formal decision making without the prior permission of central government. Local Government:In this form of government, there are different types of local governance authority who mainly perform their functions in local and regional level. Central Government:It is a supreme authority in any nation. In United Kingdom central government have formative right to make decision for nation security, distribution of national treasury budget and securing people form terrorism. 2
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Stakeholders: Stakeholders of public organisation include government employees, financial institutions that are owned by government and shareholders. Voluntary Organisation:Voluntary organisation run their functions to provide welfare to the society. It is mainly a non-government and non-profit organisations which mainly engage in proving social services to community and raise their living standards. Oxfam is a no profit organisation founded in the year 1942by Cecil Jackson-Colein England.It is a connection of 20 independent charitable organisations which is consideration on the comfort of global poverty. This company operates their business globally. Purpose:Oxfam is a sum of 20 independent charitable organisation who perform their functions as to reduce poverty. Oxfam provide their services in drought prone and famine prone areas. Company mainly focus on humanitarian work, developmental work and lift society out of poor and raise their living standards. Legal Structure: Trust:A trust is mainly created to manage property and money towards a defined purpose. In this structure of voluntary organisation there is formal relationship in between donor of money or a donor of a property a trustee and a beneficiary. A trust ensure continuity and confidentiality. Company limited by Guarantee:It is a separate legal identity which is constituted by Article of Association and Memorandum of Association (Berg, 2014). It is a corporate identity and have limited liability in which their members are protect. Associations:It is unincorporated structure which is a community of small groups who come together to achieve a agreed objective which is not for profit. Stakeholders:Voluntary organisation stakeholders are consumers they serves, volunteers, donor, foundations that permit them grant and board members. P2 Size and Scope of different types of organisation Public Organisation:Organisations working under public sector are mainly owned and control by local, state or central government. Their main motive is to satisfy consumers rather than to generate profit. Crown prosecution service is a principle public prosecution agency. They conduct criminal prosecution activities in England and Wales.On the other hand Crown prosecution is amicro enterprise where investment in plant and machinery does not exceed rs. 25 lack. 3
Product&Services:CPSofferlegaladvicestoinstigativeagenciesandpolice departments. They allocate raw information and then decide criminal charges on a suspect. Size and Scope:Crown Prosecution Services manages 800,000 and more prosecution under them and have 2,900 solicitors and 6,00 staff member in them respectively. Vision:Main vision of Crown Prosecution Service is to become independent and offer their advices in fair manner. Organisation respect public their serve and set their standards in clear way. Mission:Crown Prosecution Service mission is to behave in professional manner. CPS strive for excellence and offer their advices in fair manner so to earn trust of their colleagues, communities and customers. CPS ensure that they offer effective advices and suspect right criminal. Private Organisation:Private organisations run their business to earn profit and satisfy needs of consumers in best possible way. Business Structure:Private organisations are of 3 types: - Sole proprietorship:It is a type of organisation which is run by a single person.It is also a small enterprise where the investment in plant and machinery is more than 25 lack but not exceed higher limit of amount. Size and Scope:It is a form of ownership where there is a single person who enjoys the profits as well as bear the losses. These are easy to setup and require very less investment. The scope for growth is solely dependent upon the sole trader as they are the only decision maker. The objectives of sole proprietorship is to operate in a manner that can help the entity in gaining a high stake in market and earning profits at a rapid pace. Their major goal is to tap advantage of product excellence to ensure its sustainability within marketplace. Partnership:It is an organisation which is collectively owned by two or more parties.H&M is a large business enterprise which servers their services worldwide. It also focuses on some conditions like annual turnover greater than 1.5 billion euros. Size and Scope:This is a form of ownership where the operations as well as functioning of entity is bound by the terms specified in partnership deed. The scope for their growth and expansion is upon the discretion of partners. The partners are jointly as well as severely liable for the losses of firm. The objectives of partnership firm is specified in their partnership deed and partnerstendtooperateinamannerthatcancontributetowardsaccomplishmentof 4
organisational goals and objectives. They provide such products and services that can meet the demands of consumers in a desirable manner. Company:It is an organisation working under private ownership and enjoy least interference from government in their running and functioning. H&M is a multinational retail company dealing in clothing sector. Company was founded in the year 1947 by Erling Persson and have them headquarter in Stockholm. Company mainly deal in clothing and accessories sector and have more than 148,000 people employed under them. Product & Services:H&M exclusively sell fast-fashion clothing for teenagers, women, children and men. They aimed to use renewable resources and create eco-friendly products and services. Size and Scope:H&M have associated with other brands and have their operations in 62 countries with more than 4500 stores around the world. Vision:Company vision is to build a truly sustainable fashion industry which is not only healthier for people and communities but also aid planet. Their core vision is to utilize their size and scale to create a renewable and circular fashion industry. Mission:H&M mission is to formulate a long-lasting change in positive manner and improve living conditions for communities and people they serve. Company also wants to invest their resource in brining innovation ideas in company and serve people at their best. Business objectives:H&M main objective is to use eco-friendly raw materials and use renewable resources to manufacture their products and services in order to provide benefit to communities , people and planet. Structure:H&M operate their business functions in more than 62 countries with 4500 stores. They have employed more than 148,00 employees under them. Voluntary Organisation:Oxfam is a non-profit charitable organisation which is named after Oxford committee for famine relief. Organisation was founded in the year 1942. Company engage in the activities related to fundraising and provide relief materials like, books clothing, toys, food and ethic creating to people. Product and Services:Oxfam offer humanitarian services in famine and drought prone areas. They have main motive to erase poverty from all over the world and people standard of living. Organisation sell their products and services in fair trade and offer products like food, clothing, handicrafts and toys. 5
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Size and Scope:There are 20 independent charitable organisations working together with Oxfam to erase poverty and provide welfare services in drought and famine prone areas. Vision:Company mission is to make sure that their consumers wear their product with pride and they stay conscious of all company actions. In addition to this, company also have visiontoprovideattractiveandaffordableclothestoasmanyaspeople. Mission:Oxfam core mission is to eradicate poverty all around the world and protect life and security right of individuals. Company believes in peace and reduce inequalities related to rich and poor. Business objectives:Oxfam most important objective is to erase poverty globally and empower individuals to build their self-interdependency. Organisational structure:Oxfam have more than 1200 shops worldwide. They have total number of 750 Oxfam GB shops within UK and several fundraising channels across the nation. There are numerous numbers of associated volunteers working with them from many different geographical locations. P3 Relationship Between Organisational functions A business unit consist of different departments functioning in them towards company gaols and objectives. In H&M there are various department who perform their work together so to increase company overall productivity (Werbach, and Hunter 2012). These unit have different set of roles and responsibilities but have a common purpose that is to gain more advantages for company (Avramenko, 2012). Mentioned below there are relationship of different departmental unit of H&M and their interrelation with each other: Human resource Department: Human resource department in an organisation mainly engage in the process of hiring and recruiting candidates from different geographical locations. HRM department in H&M are directly or indirectly interconnected with other departments of the organisation. They maintain formative form of communication in each and every department and provide them effective labours by recruiting skilled and experienced candidates. Human resource department provide effective training and development secessions like technical knowledge and academical skills which aid in increasing productivity for departments likeITandManufacturing. In H&M their human resource department provide advices likes market oriented compensation and other development programmes to all departments in organisation. Additionally,Financedepartment 6
allocate them effective budget so to run their activities in formative manner.This will help company to maximise their level of productivity and gain more competitive advantages in a marketplace. By keeping effective coordination with all other functions and departments, HR department strives to give their contribution towards realisation of organisational goals and objectives. Research and Development department: R& D department in a business organisation mainly engage in researching a marketplace or customers’ needs and find new and innovate ideas in order to increase quality of overall outcomes. Research and development department in H&M perform activities like developing new ideas and create more innovate strategic ideas which benefits production department to produce effective and qualitative products. This will simultaneously aid sales department to maximise their overall sales results by delivering remarkable products and services to customers. H&M research department helpfinanceunit with the major sources from which they can raise funds for company. In addition to this, R&D aidmarketingdepartment and provide them information’s of those effective areas where they can do their activities related to promotion and branding of H&M products and services. Through this, R&D can increase their end result and help organisation to accomplish their objectives in best possible way and meet their targets in efficient way by gaining more competitive advantages against their competitors. Marketing Department: Marketing department perform activities related to finding new possible market so that an organisation can sell their products and gain more increment in their outcomes. Marketing department in H&M closely perform their work with finance team in relation to set total volume of order that is required to be generated and quality and design of goods and services. While, finance department provide them adequate budget to conduct their activities related to research and promotion and find actual needs and demands of customers.In addition to this, marketing department in H&M help human resource department to find them the source of effective candidates for the organisation. Whereas, in return human resource department aid marketing unit by providing them skilled and qualified labour force. This will simultaneously benefit company to increase their profitability and productivity. Sales Department: 7
Sales department in an organisation primarily focus on increasing consumer base for a company by selling their products and services directly and indirectly to customers. Sales unit in H&M engage in maximising revenue of company and help them to gain more competitive advantages in a marketplace. For this, marketing department provides strategies and sector to sales unit in which they can attract customers and increase their sales base. While on the other hand, by selling company goods and services sales unit aid finance department to increase end results. All these departmental units in H&M work together so to maximise overall productivity of company and aid them to gain more advantages in market against their competitors. It is certain that there will be a situation of conflicts that may arise in this course. So, H&M managers need to adopt strategies and policies in order to decrease impact of these situations on company and employee performance (Ballard, 2012). This will benefit H&M to enhance effectiveness of their workforce and increase profitability of company simultaneously. Interrelations between different organisation department provide various advantages to a company. In relation with H&M these interrelations will benefit them to foster effective channel of communication and accomplish their goals and objectives in formative way. H&M can easily complete their set targets within proper structure of time frame and produce qualitative result. This will benefit organisation to gain more competitive advantages in marketplace and acquire more customer base. While on the other hand, there is serious disadvantage of these interrelation as this can result in creating conflict situations in organisation and create negative sense of competition among their workers. This can result in creating slow growth rate in H&M which hamper their productivity and profit earning margin, P4 Positive and Negative Impact of macro environment on business operations There are major factors exists in macro environment that are uncontrollable and influence functioning of business organisations in their decision-making process. Some of the factors included in macroenvironmentincludesdemographicsfactors,legalandpoliticalfactor, technological factor, economic and natural factors. Political Factor:There are various laws and regulations which is necessary for a company to abide in order to perform their functions in legal and ethical way. Government of United Kingdom laid down certain political laws such as Union Directives, Subsidies, free-trade zone 8
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Industrial revolution and UK corporate Governance code. Which is necessary for H&M to abide as to perform their business functions in smooth and effective way. Positive Impact: These laws will benefit companies working in United Kingdom to perform their functions in ethical and legal way. H&M can run their business activities in smooth way without facing any restrictions by government. Negative Impact: Changing rules and laws by government of UK in relation to Import quotas, currency control and export financing hamper performance of H&M in many ways. It create so many hurdles for H&M to borrow funds form international and national bank. Economic Factor:Economic factor of United Kingdom include availability of lending rates, prices of overseas buyers and taxation policies. All these factors directly or indirectly affect operations of H&M. (Weiss, 2014). Positive Impact: Relaxations provided by government of United Kingdom benefit H&Mto sell their products and services in suitable affordable manner which will aid them to increase their overall probability and productivity. Negative Impact: Economic situations like rise in in interest and tax rates impact adversely on business functions of H&M. This will make company to loose their market stability and shares. Rise in interest rates will impact H&M finance department to lend funds and money from different financial institutions and utilize them for their organisational functions. Social Factor:Social factors means cultural beliefs of society in a particular geographical location (Ballard, 2012). It is important for H&M to analyse taste and preferences of customers before selling their products and services. They are required to evaluate cultural beliefs of society and ensure that their goods and services are acceptable in that reign. Positive Impact: Social factor can benefit a company in many ways. H&M can increase their sales outcomes in magnificent way by following CSR activities and taking care of society beliefs and values. 9
Negative Impact: It is necessary for H&M to follow CSR activities as if it is not abided by them then it may result in decreasing their goodwill and reduction in demand of their product and services. TechnologicalFactor:Technologicalfactorincludeschangeinstyle,trendandfashion preferences of world.As technology is dynamically changing it is essential for an organisation to make themselves adaptable and implement effective strategies to make their employees accept these technological changes. Positive Impact: H&M by adopting innovative technological measure in their organisation can maximise their strength results. Company manufactures wide range of goods and services that includes, clothing for men and women, cosmetics, apparel and accessories. With the help of technology company can bring innovative modifications in their products and increase their sales. Negative Impact: Modifications requires huge investments of funds and trained employees. With every change in technological aspect H&M is required to modify their internal structure as to compete with others. This will impact them to increase their cost of input and conduct continuous research which required a lot of time and fund. Environmental Factor:Environmental factors mainly include efficiency and availability of raw materials, risk of exposure and present and future compliance. All these factors can impact organisation functioning directly or indirectly. Positive Impact: H&M can make necessary modifications in their product and services by using eco- friendly raw materials (Avramenko, 2012). This will benefit company to save their cost and strengthening their image in marketplace. Negative Impact: H&M is performing their business operations in many different geographical locations which results in Change in climatic situations. This will impact company to arrange availability of raw materials. Legal Factor:It is necessary for an organisation to abide all legal rules and regulations in order to conduct their business operations in ethical manner. As H&M is a multinational company and 10
operates their functions worldwide their follow all Governmental laws led down by United Kingdom government. Positive Impact: H&M abide UK laws related to employment safety, equal pay and medical benefit act for labour in fundamental manner. This will results in raising the level of loyalty among employees which automatically benefits company to increase their productivity and profitability. Negative Impact: There are numerous laws amended by UK government which is essential for H&M to abide as a private sector company. This will result in creating various obligations that create hindrance in every activity of company. This can slower business functions and hamper their growth. PESTLE ANALYSIS for H&M There are six factors of analysis, which are given below: Political Factor:H&M is a famous brand which operates huge number of stores across the world, so the monitoring of political risk is also important for this company. According to this, organisation has franchised outlets in a large number of countries are increasingly politically unstable including Turkey, Egypt and Lebanon. Due to these circumstances political factors effects the H&M policies. Economical Factor:Despite the negative effects, H&M sales rose by 7% on a local currency basis in comparison to June 2016, its grew 10% when regenerate in to Swedish currency. Social Factor:In this factor consumers influenced by socio-cultural factors like media, luxurious, lifestyle and current trends that all are indicate that H&M consumers would prefer to spend more money and designer fashion goods. Technological Factor:In this, H&M continue to generate their app for mobile devices and follows different or unique tools and technique which increase the maximisation of an organisation in a effective manner. Legal Factor:Since last two years, H&M has been involved in a number of legal disputes regarding violation by the clothing retailer. Therefore, it needs to develop good manufacturing system for long stability in UK market. 11
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Environmental Factor:In this, company wants to achieve higher goals and objectives of their business, wherein all product will be developed from old product and that only recycled and material will be used for products in a effective way. P5 Internal and external analysis of organisation and theirstrengths and weaknesses Only strengths and weaknesses STRENGTHWEAKNESSES ď‚·The new technique of H&M announced inApril2017isheldbeingand economic revolution. In this, company plays a vital role for the entire economy towards various offers and verities of clothes. ď‚·Company has a digital strong presence anditsoperates66storesinthe marketplace. ď‚·H&M includes in six brands which are becoming most popular brand in UK marketplace. ď‚·Advanced online growth and emerging inmarketshavechangethemain competitor of H&M, Zara to surpass H&M. ď‚·Inditex is more faster clothing brand which have lot of variety of clothes with affordable price, as per the behalf of H&M, it is diversified market with higher price, therefore it is the wee knees for H&M that company have to increase their sales and provide better offer in their market. SWOT analysis of H&M H&M is a multinational clothing sector that engage in manufacturing and selling of fashion clothing for men, children, women and teenagers. Company is operating their business operations in more than 62 countries and have 4500 stores worldwide. Mentioned below there are SWOT analysis of company have been done in descriptive manner which will help company to identify their strength and weak and overcome them in subsequent way: STRENGTHWEAKNESSES ď‚·H&M have made collaborations with new international designers to produce remarkablequalitativeproductsand services. ď‚·H&M offer low quality products and servicesascomparedtotheir competitors. ď‚·H&Misslightlylackingin 12
ď‚·H&M have adopted various strategies related to pricing which benefits them to be committed towards sustainability. ď‚·Company have adopted technological trends in effective way. They offer their products by taking advantages of online measureswhichbenefitsthemto acquire attention of large customer base from different geographical locations. ď‚·H&M abide all legal laws laid down by Government of United Kingdom which aidthemtoperformtheirfunctions with more ethical way and strengthen their image in global market (Janita, and Miranda, 2013). merchandise quality. ď‚·H&M spend less on their advertising strategieswhichresultsinattracting less number of customers towards their products and services. ď‚·Companyisfacingseriousissues related to their distribution system. OPPORTUNITIESTHREATS ď‚·H&M can associate with more brand to offertheirproductsandservicesin global market. ď‚·Company can use more online measure to offer their products and services and generate more consumer base towards them. ď‚·AsH&Mistakingadvantagesof various technological measures in their organisation, they accepts money from debit/credit cards, online payment and instalments.Thiswillprovide opportunitytothemtoselltheir products from stores in easy way. ď‚·Thereisalotoffluctuationsof currency in economy of UK. ď‚·There are many competitors of H&M in global market like Zara and Forever 21. ď‚·Political situations like Brexit increase costoflabourinUnitedKingdom which adversely impact on H&M as increase in their labour turnover. ď‚·Political factors bring drastic increase intaxationratesthatcanhamper functioning of company. ď‚·H&Misfacingglobalcompetition issues which can affect their internal strategy of business. 13
ď‚·H&Mcanexpandtheirbusiness operatingnetworkandoffertheir productsandservicesinmore geographical locations. P6 Interrelation of strength and weaknesses with external macro factors In order to perform in effective way, it is essential for an organisation to identify their strength and weaknesses. This will help them to overcome their weaknesses in formative way and modify their policies and strategies so to work towards effective growth. There are various types of factors prevailing in environment which can affect activities of business organisation in both positive and negative way (Wheelen, 2017). In context with, H&M company always aim towards proving something new to this customer on every day and expand their business simultaneously. Mentioned below there are interrelation of weaknesses and strength of macro environment been described in formative manner: Political factor:Political factor include introduction of new rules and regulations and any other regulatory shifts. Strength:H&M follow all UK laws in legal and ethical way this will benefit them to operate their functions within country without facing any kind of governmental restrictions. Weaknesses:Laws and regulations from UK government is shifting after the situation of Brexit it will create so many hinders for H&M as they are required to freshly formulate their internal strategies which requires a huge investment of time and money. Economic factors:Environmental factors includes easy availability of raw materials and rules and regulations related to taxation policies, interest rates, lending rates and borrowing rates. H&M have implemented different types of pricing strategies in their organisation and abide all legal laws. Strength:Decrease in borrowing from UK government aid H&M to perform their export and import function in effective way as it is a multinational organisation and have collaborations with other brand designers across the world. Weaknesses:Increase in interest rates and fluctuating economy of United Kingdom creates many obstacles and hamper formative growth of H&M. Company faced various issues related to distribution system. 14
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Social Factor:Social factor is related to cultural beliefs and value of people in a community and society. As H&M vision is to utilize their resources in creating eco-friendly products and services and benefit community, people and planet. Strength:Taking care of society beliefs and values benefit H&M to increase their brand image in global market. Weaknessesis a multinational company which have more than 45,00 stores around the world. As every geographical location have different atmospheric condition it will create numerous obstacles for H&M to allocate and gather their resources. Technical factors:It is a external factor which includes advancement in technologies and various other transformational phase (Ballard, 2012). H&M use different types of technological measure to accept payment worldwide. Strength:This will benefit H&M to sell their products and services on the point spot wasting their time and unnecessary cost. It will also provide them various benefits as they can offer discounts to their customers and generate more profitability. Weaknesses: Innovativeadvancement require lot of capital investments as company is utilizing different mode of payment it is necessary for H&M to maintain them and ensure that they are securing personal information of customers and protects their company servers form being hacked it will require a lot of capital and fund investments. Legal factors: Strength:H&M is abiding all legal formalities stated by government of United Kingdom for companies. It will benefit company to expand their business in any location of UK in easy way without any legal restrictions. Weaknesses:As H&M perform their business worldwide, they have to modify their internal organisation structure as per according to different locations laws and regulations. This require huge capital investments and overall change of all their polices which results in consuming lot of time. CONCLUSION As per the above-mentioned report, it has been concluded that business environment is a sum of all internal and external forces that affect functioning of business. It is essential for an organisation to evaluate these factors thoroughly so as to gain advantages from them. There are mainly three types of business sector working in a business environment that includes, public 15
sector business organisation, private sector organisation and voluntary organisation which have their separate functioning and legal structure. In these units, there are different types of departmental heads working in them in interconnected manner as to increase productivity and profitability of organisation. It is the responsibility of company manager to implement certain strategies in order to remove situations like conflicts. In this report, SWOT and PESTL have been included through which company can find their internal strength and weaknesses and find measures to overcome them and generate more productive results. REFERENCES Books and Journal Hilton, R.W. and Platt, D.E., 2013.Managerial accounting: creating value in a dynamic business environment. McGraw-Hill Education. Bharadwaj, A. and et. al., 2013. Digital business strategy: toward a next generation of insights. Berg, E. and Kilambi, K., Siebel Systems Inc, 2014.Method and apparatus to facilitate development of a customer-specific business process model. U.S. Patent 8,639,542. 16
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