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5
60/12 = 5.
A Level · English Medium · Pearson Edexcel · Business studies
People, operations and marketing
Connect people, operations and marketing to a realistic service promise.
Shared cross-level core and stretch unit. Start with the core questions, then use the stretch example for deeper work. The same unit is available in related class and board pathways; it is not a full grade-specific or examination-specification course. A teacher should select the appropriate depth and further topics.
Learn the idea
Marketing starts with a defined customer need, not only advertising. Operations must deliver the promised service, while recruitment, training and workload affect quality. Capacity limits how many customers can be served well. Demand evidence should be distinguished from expressions of interest.
Worked example
A course advertises feedback within two days. If one teacher can review 12 assignments per day, accepting 60 daily assignments without more capacity creates a mismatch between promise and delivery.
- Define the customer need.
- Map work and capacity.
- Match marketing claims to deliverable evidence.
Stretch example
Capacity utilisation compares actual output with a stated practical capacity. A high percentage can leave little room for delays, staff absence or quality checks; it is not automatically the best service target.
Your written practice
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no
Interest is not a completed transaction.
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quality
Training can improve work but does not make capacity unlimited.
Write in your own words. A guardian or teacher should review this response.
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Late feedback can reduce trust and create pressure on teachers.
Connect promise, operations and customer experience.
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Cost per relevant enquiry and conversion to a genuine enrolment.
Define the desired outcome and a consistent denominator.
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80
24/30 × 100 = 80.
Write in your own words. A guardian or teacher should review this response.
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Breaks, preparation and expected interruptions reduce reliably deliverable output.
Use a service-specific mechanism.
Service blueprint
Map a fictional enrolment from enquiry to completed lesson.
Review with a guardian or teacher
- Name customer and staff actions.
- Identify one bottleneck.
- Write a promise the capacity can support.
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