James Blackwell - Managing Director of the dealership and Chair of the

meeting. Mr. Blackwell has been the MD for 8 years during which time the dealership
has seen good and bad times. He has always professed to be totally committed to
quality but is not always around to ensure that the business meets his standards. His
excuse is that he pays others to ensure that what he wants is carried out!

Mike Royston - Service Manager. Has tried hard to improve quality standards
since his promotion to the post from another dealership in 2002. Sees problems in
communication as being the key issue in customer relations.

Michael DuPre - Accounts Manager. An experienced management accountant

with his fingers on the pulse of the business. He has recognised the impact on the
costs of the business of the warranty work that is being done on vehicles and the fact
that warranty work not only does not generate revenue but also prevents revenuegenerating work from taking place.

Yvonne Wilson - Sales Director. Yvonne is getting concerned at the feedback

from customers and the press at the image the company seems to be getting. He
faces searching questions from prospective customers and is finding it increasingly
difficult to persuade such skeptical customers of the commitment to quality that the
firm has. In addition, he recognizes that the firm's customers tend to be from the A
and B list and as such tend to be informed and aware of the issues facing the firm.

Douglas McAndrew - Promotions Manager. Sees the issues as being a small

minority of people who have had unfortunate problems with their vehicles. His work in
promotions involved him with the management at the Head Office of PMV cars and he
is convinced of the quality of the product. He feels that the customers who have
legitimate complaints have been 'unlucky' but are not representative of the client
base as a whole.

John Bradshaw He is in the middle of his internship at the company. During

the meetings he usually observes, makes notes and asks questions concerning the
discussed issues. As an intern he can't make any decisions concerning the company,
but he can pitch his ideas to the people in the meeting.