HORNES: Communications, store location, and customer service Part 2

In the first part of our feature on Hornes (Jan/Feb), the authors discussed objectives, and product range policy. In this second part some of the major policy areas are examined in more detail: communications, customer service, and store location. There are a number of policy aspects which involve store location and policy areas discussed earlier. This demonstrates the need for a systems management approach in modern retailing — a need that Hornes clearly recognises.