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Building Long-Term Success (Quality (ISO 9001 - 6 Sigma, Customer…
Building Long-Term Success
Time Frame of Innovation
Short Term
Medium Term
Long Term
Organisation & Value
Problem Solving
Creative Value
Visionary
Value Chain - Improve
Creating Share Value
Social and Economic growing together
new ideas into the market
Human Resource Management
Employment relations
Employees what a say in how organisation is preforming
Ideas on how to improve performance - employees to management
Working more for less benefits
Employees maybe come unmotivated
Unions - Work with Both Employees & Management
Quality
ISO 9001 - 6 Sigma
Customer Interpretation Product/Service
Long term success if quality maintained
QA & QC
Zone of Tolerance
quality gaps model
Dimensions of service quality
Evolution of continuous improvement
Strategic improvement - Identify what is wrong - Identify how to improve
Marketing
Relationship Marketing
Relationship between two parties - i.e business to business / customer - business
Customer Loyalty
Is customer satisfied - are we giving customer value for money
Are we communicating with customer
Can customer trust us, are we committed
Types of Relationships
Classic, Special, mega, nano
Internal Marketing - Customer to staff Relationships - are they positive or negative
Leadership
Person
Result
Position
Purpose
Process
Strategic leadership - Influence others to day to day decision - long term viability - must know organisations core aims