"A Report on the Customer Relations Department", Jun 1987

Report about the work of the Customer Relations Department including statistics, information on staff, equipment, customer refunds, and the letter output of the department (the department sent out 80,000 letters a year). The department was responsible for answering customer enquiries (by post and telephone) and was based at Conoco House after having moved from Wakefield House. It was part of the Public Relations Department.

Appendices include: an organization chart, examples of management control data sheets and charts, and an example summary table of general retail complaints.