You are secretary to the Managing Director of a garden centre. This consists of several acres of shrubs, rose-beds, glass houses, and so on where plants of all kinds are grown for sale to the public_ A busy main road passes the site and the public can drive straight in and park on a forecourt. A large shop section sells 'ali kinds of gardener's requirements such as tools and fertilisers. There are also work-shops and offices, but there is no cafe. The garden centre does not deliver to customers, who must pay cash and collect their own purchases. The public are allowed to wander about freely, inspecting and handling plants.

The Managing Director is thinking of making some changes in the organisation of the garden centre and has asked you to carry out a general survey of the way it is run, particularly where you think there are shortcomings. Where possible he would be glad of helpful suggestions.

You are to present him with a formal report that he can circulate to members of the Board of Directors. He is quite aware that you are not an expert and that your inquiries have been mainly confined to walking round the site and talking to staff and the customers.

Prepare a suitable report. You are free to use or ignore the following points which you have noted down during your investigations.

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Point Self-service No delivery No credit Much rain Small forecourt No playgound space Good features Customers prefer it, and buy more Keeps prices low Keeps costs down Good for plants More space for plants More space for plants Bad features Plants get dropped; pilferage occurs No sales to people without cars Lower sales Customers get wet Cars queue to get into centre Children run about and cause damage (LCC Private Secretary's Certificate)